Please share your experience with OpenGov’s customer support team.
The support team knows us very well! It’s been great working with them; they’re very responsive. We’ve worked with the same agents so they know what we’re asking and why and we troubleshoot together, jump on a call, or screen share. It’s very helpful when we’re working on complex issues. We’ve been impressed with their response time and level of responsiveness and the quality of response—and how they’ve taken the time to answer even our crazier questions.
We view OpenGov as a strategic partner. The response we’ve gotten from everyone at OpenGov has been impressive. They’ve taken the time to listen to what we wanted and built a partnership with us. You don’t see that at other software companies—especially bigger software companies like SAP where we never would get that interaction.
How did you measure success?
For us, participation and buy-in from departments is huge. When someone tells us they want to track a new measure—we really see that as a sign of success. We wanted to make everything transparent including elected official’s performance management—which had been a sticking point in the past—and we were able to implement that.
We’ve also experienced significant time savings. When launching our quarterly budget reports, it used to take half a day to prepare them, now we can do it in five minutes. We’re much more time efficient and OpenGov saves us from having to rebuild graphs and recreate the wheel. Do it once and the template is there and you can use it whenever you need it.
For a government agency who may be considering implementing a new performance management program, what’s your best advice on how to take the first step?
Start with industry research. A lot of people are doing it well, so don’t reinvent the wheel.
Then tailor it for your organization. All of our processes and terminology is all tailored for how this county works and for our culture. We avoided the highly technical measurement terminology and made it more meaningful and kept it simple. We keep it user friendly for our people and the public as well.
If you share our priority of wanting a system that you can fully manage without needing to rely on your IT department, seek out a solution that allows that capability to be self-sufficient.
Lastly, you need to dedicate people to this if you’re going to do it right. It would be a challenge for this to be a small part of someone’s job because that person might have competing priorities. If you can dedicate one to two people working exclusively on this, you can generate much better results.
What’s next for you?
Our goal is that this new process and using OpenGov will no longer be something different for people but will be the norm. And since we know we have better data now, we can make it easier for people to analyze and interpret it, thereby enabling them to make better data-driven decisions.