Hundreds of local government organizations
including Kent County, Mich. and the City of Kitchener in Ontario,
Canada use Qualtrics to help understand and improve resident
experiences with government services.
Qualtrics (Nasdaq: XM), the leader and creator of the experience
management (XM) category, today announced Community Pulse, a new
way for state and local governments to use technology to understand
and respond to the experiences of their constituents.
Local governments have survived a myriad of challenges over the
past two years, and the pandemic prompted many residents to expect
a digital way to connect with city, county and state leaders.
Community Pulse provides an accessible, inclusive solution for
gathering and acting on resident feedback, improving trust and
transparency and helping government officials build more equitable,
inclusive and welcoming communities.
Community engagement is critical to governments’ ability to
empathetically develop policies, plans and programs that make the
best use of taxpayer money. But reaching a representative sample of
residents is challenging. And understanding and analyzing community
needs, sentiments and expectations strains agencies’ already
limited resources.
The Community Pulse solution makes it easy for governments to
understand how their residents are feeling when it comes to trust
and satisfaction in their government; diversity, equity, inclusion
and belonging (DEIB); and quality of life – and understand the
drivers behind them.
“Residents have opinions about the government programs that
affect them,” said Sydney Heimbrock, chief industry advisor for
government at Qualtrics. “Gathering a wide range of community input
and directing resources to the activities that meet real needs
helps build a healthy feedback and action loop.”
Building public trust by listening to residents and taking
action on their feedback
Community Pulse is a 27-item question set built by government
industry experts and XM scientists. It includes a pre-configured
dashboard to display metrics that matter to government agencies.
With six pre-designed views - Executive Summary; Community Needs
Analysis; Satisfaction with Public Services; Diversity, Equity,
Inclusion and Belonging; Text Topic Analysis; and Respondent
Demographics - the Community Pulse dashboard delivers insights in
real-time, making gathering and acting on feedback easier than
ever.
For government agencies undertaking strategic planning, the
solution helps them model how the resident experience might vary
depending on location, age, ethnicity and other key demographics.
With the ability to capture responses to open-ended questions and
apply smart analytics, leaders can see trends and take action on
what matters most to residents.
By enabling governments to effectively engage the community and
build resident-centric policy, plans and programs, leaders are
better able to drive meaningful, positive, long-lasting impact:
- Improve resident trust of government
- Enhance government transparency
- Increase adoption of equity and inclusion best practices
- Build relationships with community leaders and the community
overall
- Ensure an inclusive and welcoming community
“Strong community engagement programs combine a culture of
listening to residents, best program practices and accessible
technology to meet people where they are,” Heimbrock said. “The
Community Pulse solution was built for the government with
industry-validated methodology and best practices. Building trust
in government starts here with elevating citizen voices.”
Local governments leading the way
Kent County, Mich. and the City of Kitchener in Ontario, Canada
are among the more than 350 state, provincial and local government
organizations and 90 federal offices partnering with Qualtrics to
improve the community experience.
The pandemic pushed Kent County, Mich. to expand community
engagement efforts faster than it would have otherwise. County
government officials were making real-time decisions affecting
residents, and at the same, the community was seeking information
and access to public health services. Qualtrics became a key source
of information for the county’s COVID response efforts. County
leaders are now incorporating valuable lessons learned with
Qualtrics to improve their approach to community engagement.
“One of the important lessons we learned through the pandemic
was that the way we communicate with one constituency is not always
successful for everyone,” said Lori Latham, communications director
at Kent County. “It’s taken time and intention, but we’re reaching
more people, our response rates are increasing and our relationship
with the community is improving. The key to building trust was what
happened after pulsing - taking action based on resident
recommendations and communicating back to the community so they
feel heard.”
The City of Kitchener in Ontario, Canada uses Qualtrics to
collect data and improve resident services on an ongoing basis.
“Engaging with the public is an important part of our
service-first culture at the City,” said Christine Baker, manager
of customer experience at the City of Kitchener. “Our feedback
collection program allows us to hear directly from our customers
after they’ve interacted with us to learn more about how we’re
doing and to better understand how they feel about our programs and
services. The feedback we’re collecting helps us to prioritize our
work so we can make targeted improvements to enhance the customer
experience.”
To learn more about Community Pulse, see here:
https://www.qualtrics.com/marketplace/community-pulse/
About Qualtrics XM for Government
Qualtrics XM for Government helps design experiences that build
public trust and foster community engagement by putting people at
the center of every government experience. XM for Government helps
create more inclusive and effective services, programs and
policies. Qualtrics delivers the most comprehensive platform for
strategic experience management, helping government organizations
capture feedback across every touchpoint and journey, streamline
workflows and automate actions to continuously improve the
experience of communities and employees. Qualtrics is the only ISO
27001, FedRAMP compliant and HITRUST certified experience
management platform on the market, so organizations can confidently
collect and analyze data knowing sensitive information is secure.
The solutions are used by more than 350 state, provincial and local
government organizations and 90 federal offices to harness the
power of resident and employee sentiment to design policies and
provide services the public needs most. To learn more, please visit
qualtrics.com/government.
About Qualtrics
Qualtrics, the leader and creator of the Experience Management
(XM) category, is changing the way organizations manage and improve
the four core experiences of business—customer, employee, product
and brand. Over 16,750 organizations around the world use Qualtrics
to listen, understand and take action on experience data
(X-data™)—the beliefs, emotions and intentions that tell you why
things are happening, and what to do about it. The Qualtrics XM
Platform™ is a system of action that helps businesses attract
customers who stay longer and buy more, engage employees who build
a positive culture, develop breakthrough products people love and
build a brand people are passionate about. To learn more, please
visit qualtrics.com.
View source
version on businesswire.com: https://www.businesswire.com/news/home/20220519005350/en/
Geraldine Lim press@qualtrics.com 951-318-3494
Qualtrics (NASDAQ:XM)
Historical Stock Chart
From Apr 2024 to May 2024
Qualtrics (NASDAQ:XM)
Historical Stock Chart
From May 2023 to May 2024