Improving the citizen experience with technology and data: IIMC 2016 report

Jeff Green |May 26 2016 | 4 min

IIMC Qmatic

From May 22 through 24th, the 70th International Institute of Municipal Clerks (IIMC) Annual Conference drew thousands of attendees to Omaha, Nebraska. The event is put on every year to support municipal clerks, who act as a gateway to city hall for citizens, and whom elected officials count on to make sure public meetings, public records, elections and special projects operate smoothly. Exhibitors, speakers and special sessions provide these important civic professionals the information and resources they need to address current and changing challenges.

The International Institute of Municipal Clerks (IIMC) is a professional, nonprofit association that promotes continuing education and certification through university and college-based institutes and provides networking solutions, services and benefits to its members worldwide. With approximately 10,000 members throughout the U.S., Canada and 15 other countries in municipalities ranging from populations of 1,200 to 8 million, the IIMC is one of the leading public sector associations.[1]

Qmatic was pleased to exhibit at the conference. For decades, we have worked to help government offices to use technology and analytics to create a better citizen experience. We had the opportunity to share solutions to some of the specific issues that plague municipal clerks, including long wait times, lack of good reporting, and remote check-in or SMS capabilities.

New citizen demands, legal changes in procedures and new information technologies continue to add pressures on municipal clerk offices to move faster and manage more. In particular, we spoke with a number of attendees about ways to equip employees to serve more citizens more effectively. For many, keeping a focus on this fundamental need is a challenge, particularly as they also face new and pressing regulations.

We recognize that municipal clerks, like many civic organization leaders, face a perception challenge. Not historically known for being pleasant or efficient environments, civic offices are trying to rebuild a reputation that is more in line with their actual role as a great support to the community. We shared information about ways to achieve dramatic improvements by making even small changes across the citizen’s journey, from the appointment setting phase through post-service follow up.

Attendees got to see how online calendar management and self-check-in kiosks lower anxiety by giving the citizen control and anonymity, and ways to use mobile, SMS and signage to communicate with citizens so they can wait in a more relaxed ‘out of line’ environment. We looked at how the data generated by those resources can equip employees with data they can use to create efficiencies, match their skills with the right citizen needs, and personalize interactions.

We were pleased to be part of this great event, helping to offer solutions and encouragement to those who have dedicated their career to serving the community through municipal government. If Qmatic can help you drive improvements, please get in touch.