OpenGov Stevie Awards

�2024 Supporting Materials

OpenGov

Mission & Core Values

About OpenGov

Watch the video HERE

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A Mission-Aligned Support Organization

OpenGov’s mission is to “Power more effective and accountable government. “

Support Mission: Ensuring our customers have an effortless experience with every interaction and that we are an aligned partner committed to successful business outcomes.

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DRAFT

Work In Progress

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Values-Driven Support Organization

OpenGov has three values that are central to how we manage our teams.

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1. We do what we say we’ll do. We work for the most important industry in the world – our local governments – and we work really hard and with a high level of integrity, which in Support translates to improving our response time for all inquiries through a POD support model that efficiently handles and escalates inquiries appropriately based on their complexity. �
2. We drive for customer impact. We pursue excellence, knowing that the work we do on behalf of our nation’s local governments has an impact on everyone in that community. Support is on the front lines, connecting customers to the right OpenGov experts to ensure customers get the help they need to be successful.

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• We have a passion for the mission. We are resourceful and we care about results, which for OpenGov is measured through long-term customer value and referenceability. We approach each customer inquiry with empathy, engaging as human beings and advocates for our customers to resolve their critical issues. OpenGov’s Customer Satisfaction rating is 97.64%, and our suites have a more than 50% referenceability rate among customers. This means that more than half would provide a positive review of OpenGov’s software and Support, which is notable in government where public administrators often face strict policies on providing references.

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DRAFT

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Support Organizational Advancement:

NEW OpenGov Support POD Model

Ensuring our customers have an effortless experience with every interaction.

Value of Support PODs

Customer Experience

Business Outcomes

Employee Growth & Development

• Fewer customer handoffs
• Reduced customer effort
• Improved First Call Resolution and Mean Time To Resolve Cases
• Access to Product line support SMEs at all levels (no more generalists)
• Increase Loyalty = Increased Retention

• Aligns with products line subject matter experts in R&D and Professional Services
• Improved staffing forecasting & gross margin modeling
• Improved collaboration and team work in PODs
• Managers have increased control of their POD and can focus on solving issues for customers by using the resources at all levels

• Accelerated knowledge growth for support team memberss
• Product level certifications for personal growth
• Defined career ladder for growth �(Level 1 - specialist > Level 2 - analyst > Level 3 - engineer)
• Managers and ICs are focused on their product line and becoming SME at all levels

Why the Change: The traditional Tiered model requires customers having to go through multiple levels and silos to get the help they need to achieve resolution. The PODs are a team of SMEs with a goal to ensure an effortless experience and a true partner committed to successful outcomes.

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2022 - Tiered Structure

2023 PODs - Effortless Experience

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RFx Development

Supplier Engagement

Evaluations & Awards

Contract Management

Support POD Structure aligns with OpenGov Products

Reporting & Transparency Platform

Dashboards

Analysis

Transparency

Community Feedback

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Procurement

Budgeting & Planning

Operating Budget

Capital Planning

Workforce Planning

Online Budget Book

Permitting & Licensing

Permitting

Licensing

Public Portal

Forms & eSignature

Financials

Core Financials

Payroll & HR

Utility Billing

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Performance Measures

Asset Management

Asset Management

Work Orders

Request Intake

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Support PODs

Organization

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Procurement, Integrations

Budgeting & Planning, Reporting & Transparency

Permitting & Licensing

Financials

Enterprise Asset �Management

Dona

Manning

Laura

Cornett

Lynette Whidden

Michael Slovikosky

Anne

Dolphin

Scott Barndt

6 Team Members

4 Team Members

6 Team Members

7 Team Members

6 Team Members

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Support Team & Customer Feedback on the PODs

“I really enjoy the collaboration and teamwork that is centered in the POD structures. With this structure the work is split evenly between team members and it allows all of us to carry the larger load of tickets in a way that used to take twice as long. The customers keep talking about how quick we’re getting to tickets, even in first reply, and it seems like a positive experience for them to have a singular, dedicated, team rather than the structure that was there before.” Jen - Technical Support Analyst - Level 2

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"One of the positive impacts of the OpenGov Support organization moving to a POD structure is how it has opened up opportunities for every representative within our organization to make a meaningful impact on our customers. It has allowed us to emphasize collaboration and learning over handoffs and knowledge-silos." Nicholas - Sr. Technical Support Analyst - Level 2.5

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"I like that we are able to work more as a team to come to a resolve using our new POD structure." Charity - Sr. Technical Support Analyst - Level 2.5

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“I have received feedback from the customer that they are happy to speak to me right away and not work their way through other levels of support.” Kim - Sr. Technical Support Specialist - Level 1.5

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“I think the PODS have been great. I've heard from customers how much they appreciate getting answers right away instead of being passed from tier to tier. I also think it has increased team collaboration.” Tony - Technical Support Specialist - Level 1

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"The benefit of the new POD structure is that we have up-leveled our team members. We're developing product experts that are helping our customers day in and day out. I look forward to seeing our new B&P members grow." Vince - Technical Support Engineer - Level 3

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“It's been so much easier to work through support issues. In the new POD structure, we're empowered to share problems and notice trends, and solve problems a lot faster for our customers by directing them to specific product support.” Trish - Technical Support Analyst - Level 2

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“The POD structure has been an empowering change for me. One way the changes have positively affected my work is by allowing me adequate time to focus my learning and work towards becoming a true Specialist in my suite. Working with other Specialists on my team to put our minds and concepts together for solutions that actually work for our customers. I can dedicate more time to deep dive in my customer tickets and this has helped boost my confidence in speaking with customers tremendously.” Justin - Technical Support Specialist - Level 1

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““The POD structure is going to majorly impact our ability to be a meaningful resource for our customers now that we are able to specialize and focus our efforts on one product!” Cody

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"Our new POD structure has been transformative. By fostering collaboration, sharpening our focus, and tapping into the collective expertise of our team members, it has enabled us to achieve results that we couldn't have accomplished otherwise." Karen- Technical Support Analyst - Level 2

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“The new POD structure has helped tremendously with case management, it's been easier to track updates and still work collaboratively. It also has allowed for better visibility on ongoing integration issues.” Jasmin - Sr. Technical Support Specialist - Level 1.5

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The support PODs is a great way distribute knowledge across the board, while allowing us to focus more on the POD we are in.” Adam - Technical Support Analyst - Level 2

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Selling the Value of Support

OpenGov’s Support is a true differentiator in the GovTech industry driving new sales growth and retaining existing customers.

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Along with selling the Mission and Core Values, we use the how to select a support partner to assist prospects in comparing OpenGov Support with the competition.

Mission-Driven Government Expertise in Support

160+ years combined OpenGov Software Support Experience

200+ years combined Government Experience

350+ years combined Customer Support Experience

CHARITY HOLMAN

Deputy City Secretary Fort Worth, TX

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LINDSEY LANKFORD

Finance Director & Assistant City Manager City of Rusk, TX

KAREN BOLYARD

Director of Finance,

Sr. Accountant

Northlake, TX

LYNETTE WHIDDEN

Director of Finance

City of Kennedale, TX

VINCENT WONG

Renewable Energy Program Admin

California Energy Commission

TRISH FEATHERSTON

Budget Manager

City of Allex, TX

JENNIFER WALKER

Finance Specialist

City of Red Oak, TX

DUSTIN STRAIN

Sr. Systems Administrator

City of Grapevine, TX

TERESA ROJAS

Assistant to Finance Director

City of Lake Worth, TX

LAURA CORNETT

Command Center Senior Operations Manager

US DOD

Manager, Customer Support

Customer Support -Level 2

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Customer Support - Level 3

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Customer Support - Level 2

Customer Support - Level 2

Customer Support - Level 3

Manager, Customer Support

Customer Support - Level 2

Customer Support - Level 2

Customer Support - Level 2

JANE PEREZ

Utility Billing Supervisor

City of Kyle, TX

NATACHA VALDEZ

Court Director

City of Lake Worth, TX

Customer Support - Level 2

Customer Support - Level 1

CODY WINIESDORFFER

Certified Sourcing Analyst

City of Pittsburgh, PA & West Virginia University

JUSTIN WILSON

GIS Technician

Colorado Springs Utilities

Customer Support - Level 2

Customer Support - Level 2

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Customer Testimonials | OpenGov Support

“We really like the way they respond to emails, they return phone calls, and they are patient with our staff… that is a relationship we can rely on looking ahead so we can realize the full benefit and value of the product that we purchased.”

Boone County, KY

“We are no longer stuck in our ways with how we do things. We want to be challenged. We want OpenGov to help us reimagine how we operate.”

Hempfield Township, PA

“I think the speed at which OpenGov was able to move and provide us with full resources and knowledge (albeit a crash course) was amazing… Now we are showing others how to best use the software.”

Chatham County, NC

“I am very pleased with how quickly action was taken to resolve the issue and how I was kept updated throughout the process.”

City of Tampa, FL

“There wasn’t a day that went by where I didn’t say ‘How would we be doing this if we didn’t have OpenGov?’”

Northern Virginia Parks Authority, VA

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How to Select a Support Vendor Partner

OpenGov Support Mission: Ensuring our customers have an effortless experience with every interaction and that we are an aligned partner committed to successful business outcomes.

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• Do they include 15 hours of LIVE Support?
• Do they have a 24x7x365 support offering?
• Do they offer Phone, Chat, Email, Help Center, In App Guidance?
• Do they answer the Phone?
• Do they respond to Chat in 10 seconds?
• Do they have Response SLA’s?
• Do they have a Customer Satisfaction Rating of >97%?
• Do they resolve cases on average in 20 hours or less?
• Do they have Support team members that are SME’s for Products?
• Do they have Support team members that have Government Experience?
• Do they offer Education content and is it FREE?
• Do they offer Webinars for New Features?
• Do they have an Award Winning Support Team?
• Do they have Customer User Groups and Conference Events?
• Do they provide a Dedicated Customer Success Manager?

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Key Performance Indicators (KPI)

Highlights

2021 Support Goals:

2021 Support Attainment:

19.90 hours

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100%

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97.20%

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736 KB’s

Mean Time To Resolve

20 hours or less

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SLA Attainment

99.0% or higher

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Customer Satisfaction

96.0% or higher

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Knowledge Articles

600 or higher

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2022 Support Goals:

2022 Support Attainment:

13.67 hours

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99.99%

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97.56%

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838 KB’s

Mean Time To Resolve

20 hours or less

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SLA Attainment

99.0% or higher

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Customer Satisfaction

96.0% or higher

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Knowledge Articles

650 or higher

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2023 Support Goals:

2023 Support Attainment:

19.29 hours

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99.64%

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97.62%

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95.00%

Mean Time To Resolve

20 hours or less

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SLA Attainment

99.0% or higher

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Customer Satisfaction

96.0% or higher

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Gross Retention Rate

95.0% or higher

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More KPIs (2021)

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• Support staff grew by 129% with no decrease in CSAT score.
• 2021 had a 60.5% year-over-year case volume increase. During this same period, the Support team reduced the running backlog by 55%.
• 53.4% reduction in average time to resolve (42.7 hours in 2020 to 19.9 hours in 2021).
• During a period of massive team change and restructuring maintained a 96% positive closed case satisfaction rate, ending the year with a 97.2% positive CSAT rate.
• In the second half of 2021, the team created or updated 736 knowledge articles for the Resource Center increasing the total to over 2,500 articles.

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More KPIs (2022)

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• In 2022, we saw our number of customers increase by 60% (due to organic and acquisition growth), and our year-over-year case volume increased by 22%.
• The support team achieved a 31% reduction in average time to resolve cases (19.90 hours in 2021 to 13.67 hours in 2022), which is impressive with a 22% increase in case volume and no change in staffing.
• Slight increase to our already world class 2022 CSAT of 97.56% from 97.20% in 2021, again impressive with no staffing changes.
• In 2022, the team created or updated 865 knowledge articles for the Resource Center increasing the total to over 3,000 articles.

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More KPIs (2023)

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• In 2023, we saw our number of customers increase by 20%, and our year-over-year case volume increase by 24%.
• The support team exceeded the average time to resolve cases goal of 20 hours (19.29 hours in 2023), which is impressive considering a 24% increase in case volume and with 13% less staff.
• Slight increase to our already world class 2023 CSAT of 97.64% (from 97.56% in 2022 and from 97.20% in 2021), again impressive with 13% less staff and 24% increase in case volume.
• In 2023, Support partnered with our Customer Success team to reduce customer churn and increased customer retention to a best-in-class of 95.0%, up from 94.0% in 2022.
• Implemented new AI Chat-bot for Procurement product in the months of November & December and yielded customer self-service and a 70% deflection rate, growing self-service to 2.0% in 2023 up from 0.1% in all of 2022.
• The support team also saved $175,000 in annual operating costs by migrating from Zendesk & Intercom to Salesforce Service Cloud.

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Cases by Application & Cases by Channel (2021)

Total Cases: 43,449

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Cases by Application & Cases by Channel (2022)

Total Cases: 52,834

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• Procurement:

Significant Growth in 2022 and 100% Chat

• Asset Management: New Acquisition in 2022

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Cases by Application & Cases by Channel (2023)

Total Cases: 65,307

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• Procurement:

Implemented new AI Chat-bot in the months of November & December it provided customer self-service at a 70% deflection rate

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OpenGov Customer Count

2021 - 2022 - 2023

2021 Customer Count

2022 Customer Count

1000

1600

New Customer Accounts (Organic and Acquisition Growth)

ꜛ

60%

Support Staffing

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2020: 17 team members

2021: 39 team members

2022: 39 team members

2023: 34 team members

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• 2021: Implemented the Tiered Support structure and increased staffing.

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• 2022: OpenGov experienced 60% growth in customers via organic and acquisition, did not increase staffing, and exceeded goals.

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• 2023: OpenGov experienced 20% growth in customers, 24% increase in case volume, transitioned to PODs support model, improved customer experience with new Help Center and still exceeded goals with 13% less staff.

1800+

2023 Customer Count

New Customer Accounts (Organic Growth)

ꜛ

20%

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Support Technology Improvements

• Migration from Zendesk & Intercom to Salesforce Service Cloud for Case Management
• Migration from Zendesk Resource Center to Salesforce Knowledge Management
• Rebranding to OpenGov Help Center, New User Interface, Improved Self-Service
• Addition of ? Icon in OpenGov applications to access OpenGov Help Center
• Launched OpenGov University for Customer Education
• Addition of Product News & Releases that Customers receive automatic updates
• Addition of Status Page for Maintenance & Service notifications that Customers receive automatic updates
• Implemented AI Chat-bot for Procurement product for Self-Service and Case Deflection
• Received SOC II Compliance

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The NEW OpenGov Help Center

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Help

How to contact Support via the Help Center (3 ways)

1. From OpenGov Help Center, select Contact Support, choose a Case Type, fill out the form and submit the case

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How to view your support cases

From OpenGov Help Center, select

My Support Cases

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2. From your application, select any of the help links (Help, ?) which will redirect you to OpenGov Help Center

3. From the OpenGov Help Center, select the Chat icon at the bottom right corner of the screen

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Knowledge

How to search for Knowledge Articles

• From the Search Bar, you can start typing and it will display related knowledge content

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4. OpenGov University is our online customer training program

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3. You can also search for Articles by selecting the Suite tiles

5. Select Product News and Releases for information on the latest new features for all OpenGov Suites

2. Once you hit enter from the search bar you can further narrow your selection by using Filters

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OpenGov University (OGU)

“OpenGov University is a master class loaded with the lessons, information, and tools you need to quickly and efficiently put Permitting & Licensing to use in your city. This interactive, self-paced training gives you the skills and confidence to successfully create and manage your city’s permits, licenses, and other digital services.”

North St. Paul, MN

Training from OpenGov Experts

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OpenGov University is our online customer training program to help your government staff become power-users of our software.

Self-paced Learning Modules

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Training Workshops

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Live Training Events

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Status

How to receive System Status Notifications

• To receive real-time information about Opengov Suites select the Status Page. This includes system maintenance and service notifications

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3. You can also go to the OpenGov Status Page to see Maintenance or the Platform Status of various OpenGov Suites

2. Once you access the OpenGov Status Page, we recommend you subscribe to receive updates when there is Maintenance or a change in Platform Status. https://www.opengovstatus.com/

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Additional Customer Testimonials

Why We Serve

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OpenGov is proud to partner with local governments striving to make their communities a better place for the people that live there.

James Farrell, Chief Information Officer, Village of Bolingbrook, IL

Nuria Rivera-Vandermyde, City Manager, City of Boulder, CO

Toni Brady, Office of Management and Budget Director, Hernando County, FL

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Watch the customer video HERE

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Nassau Bay, TX

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“At OpenGov there seems to be a great relationship going from Sales to Implementation to Customer Service and there is no gap that you see in most technology companies.”

Csilla Ludanyi, Finance Director, Nassau Bay, TX

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Watch the customer video HERE

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Plano, TX

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“OpenGov has been willing to allow us to press the software and how we utilize it by driving value to the greater community and it has been very refreshing .”

David Angeles, Assistant Director of Parks Department, Plano, TX

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Watch the customer video HERE

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City of Tampa, FL

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“I am very pleased with how quickly action was taken to resolve the issue and how I was kept updated throughout the process.”

Russell Haupert, Chief Information Officer Director of Technology, City of Tampa, FL

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Watch the customer video HERE

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Boone County, KY

“We really like the way they respond to emails, they return phone calls, and they are patient with our staff… that is a relationship we can rely on looking ahead so we can realize the full benefit and value of the product that we purchased.”

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Jeffrey Earlywine, County Administrator, Boone County, KY

Watch the customer video HERE

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City of Edgewater, FL

“It’s like working an app on your phone. It’s not any more complicated than that.”

Tamara Cook, Finance Clerk, City of Edgewater, FL

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Watch the customer video HERE.

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