Wednesday, April 26, 2017

Contact: Mike Journee
208-384-4402 |

City of Boise's Citizen Experience Initiative Works to Create More User-Friendly City Government

The City of Boise is embarking on a broad “high touch meets high tech” effort to deepen its customer service and enrich its interactions with Boise residents. 

The Citizen Experience initiative is an organization-wide, values-based endeavor to leverage new resident-focused technology, best practices and upgraded facilities to improve, modernize, consolidate and streamline residents’ interaction with their city government.

“We want to make city government easier for our residents to engage with, while making data-driven decisions around our services and how people use them,” said Boise Mayor David Bieter, who has made the Citizen Experience initiative a top priority for the entire organization. “In today’s fast-paced world, modern technology and a customer-centric mindset have revolutionized the way the private sector reaches out to its customers. We are leveraging these innovations to hone our work at the City of Boise and to create more meaningful engagement with our residents.”

The initiative centers on giving city leaders and staff the information, technology, skills and systems to better and more effectively serve residents through daily interactions.

“Eight in 10 Boiseans give the City of Boise a good to excellent rating for the services they receive,” said Boise City Council President Elaine Clegg. “By employing modern outreach best practices and data-analysis, we will be able to take our services and our relationship with our residents to the next level.”

Key projects under the umbrella of the Citizen Experience initiative include:

  • Redesign of to better reflect user needs and preferences, including a design responsive to all varieties viewing devices
  • Providing quick, concierge-like service to residents visiting or calling City Hall and other city offices to conduct business
  • The upgrading of permitting, payment, and event and class registration software systems to make them more user-friendly
  • The implementation of a social media monitoring tool that will help the city more accurately understand resident opinions about the City of Boise and its services, policies, and current local issues
  • The creation of citizen e-panels to provide in-depth feedback on services and programs that will help the city tailor citizen services, policies and procedures
  • An upgrade of City Hall Plaza to make it a more friendly, usable park-like space

Through this effort, city officials will better understand how residents use city services, will be able to gauge residents’ opinions about the city’s direction and be able to engage with residents in ways they prefer.

“Understanding the needs of our residents is one of the best ways we can work toward making Boise the most livable city in the country,” said Boise City Council President Pro Tem Lauren McLean. “We are dedicating resources, time, technological improvements, and energy to making sure that our citizens have the very best experience we can give them.”