CityOfThornton.net has been recognized by Juggle as one of the top city government websites in the state of Colorado. Below you'll find an interview with Todd Barnes, Communications Manager for the City of Thornton.
- CityOfThornton.net is a top-notch web portal; what has been your role in its development?
I manage the Communications Division which designs and manages the content for the City of Thornton’s website. We started a major overhaul of the website a couple of years ago and moved it to a content management system. I supervise the Web Administrator and the efforts to migrate all the information from the last Web platform to the new one.
- Can you summarize the history of Thornton’s web portal?
The City has had a Web presence for over 10 years, but until about 2007, the City had a website by committee approach to designing and maintaining it. We officially moved the responsibility for the design and content to the Communications Division and began the redesign process by hiring a Web Administrator. We purchased Microsoft SharePoint and began the tremendous effort of redesign and migrating over 1,200 individual pages and about that many associated documents and completed the entire process in December of 2009.
- What are the overarching objectives of Thornton’s current e-government initiatives?
Simply put, the City of Thornton wants to make it as easy as possible for its citizens to interact with city government. Whether it is a need for information, a desire to pay utility bills online or a need to send in a request for service after hours when City Hall is closed, the City has provided an electronic portal for citizens to achieve this. The City of Thornton has made access to City Hall available 24/7 via its electronic portals.
- From a marketing standpoint, what are some of the strategies that you have utilized to draw attention to the information and services provided by CityOfThornton.net, both on- and off-line?
The City has utilized print and television advertising to promote the electronic services. We advertised in local newspapers and via the local cable television system to get the word out, as well as sending information to all utility customers in the City in their bills. We also have a quarterly magazine that goes to all households in the City and it consistently promotes the website and the services we offer electronically.
- How has citizen feedback influenced the development of Thornton’s e-government services?
We don’t operate in a 9 to 5 world any longer and citizens have asked for additional methods to have access to the information and services that City government provides. Thornton City Council members have heard requests from citizens and helped direct City staff in the direction to meet the needs of the citizens.
- What is the most-used feature or service on the site?
Probably a sign of our economic times, the City’s job listings and application applications are the most used feature of the website. A close second is our Customer Relationship Management system called Thornton Connected. Citizens can get information on a wide range of topics as well as make service requests – any time day or night. Thornton Connected also provides a means for the City to communicate back to people who make service requests to ensure the issue was resolved to their satisfaction. The customer satisfaction surveys have indicated a very high degree of success with the program.
- How have social media platforms like Facebook allowed you to connect more directly and personally with the citizens of Thornton?
Popular social media platforms have added yet another portal for the City to get information to its constituents. The immediacy of Facebook and Twitter have helped us get information to people quickly when necessary. Social media is excellent as a communications tool because it requires people to willingly opt in to get information – therefore creating an interested stakeholder immediately.
- What tools are you using to gather citizen feedback and opinions on different events, news, and government projects?
We do a phone survey of citizens – usually about 400 people or so. We also periodically have postcards that they fill out and mail back. We also do online electronic surveys often with Zoomerang. How is this feedback used within the city’s government? We bring survey information to City Council, the Senior Leadership Team, and sometimes our boards and commissions, for them to review and make policy decisions based on the data.
- Where do you see e-government heading in the next 2-3 years?
I see e-government initiatives growing like crazy for years to come. As more members of the population are provided access to broadband communications, the need and desire to interact in the quick and efficient means provided by online tools will only grow.
- Is there anything else you would like to tell us about CityOfThornton.net?
We are very proud of our efforts to make our web presence as informative and user-friendly as possible.