Reducing Costs with End-to-End Service Delivery

Recorded On: 04/28/2021

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    • Non-member - $70
    • Member in Transition - Free!
    • Member - Free!

Local governments currently face budget shortfalls nearing $500 billion while dealing with increasing demands for service from their citizens (NLC, NACO, 2020). As a result, governments find themselves forced to create an environment where they can do more with far less. So how do you reduce the total cost of service fulfillment and enable a new modern approach to government services that improves the citizen experience? 

Join Granicus in this live event where we cover how modernizing service delivery can provide an array of benefits for numerous local agency functions. You’ll find out how to transform your services within days, not months. 

Register for this webinar to learn: 

  • The cost savings modernizing services brings to your agency. 
  • How to add more valuable time back into your staff’s day. 
  • How to improve licensing, permit and other service compliance. 
  • The role in modernizing services in creating better civic and staff engagement. 

This webinar is complimentary for ICMA members thanks to the sponsorship of an ICMA Strategic Partner who will have access to registration information.

ICMA Practice Areas: [10] Service Delivery; [12] Financial Management and Budgeting

Hilary Jones

Customer Ambassador, Granicus; Chair, Tailwind Digital

Having worked in public services for over 25 years, at local, regional, and central government level, Hilary is passionate about delivering improved outcomes for people and communities. She brings extensive experience in developing and leading high performing teams that deliver quality citizen centered services across a wide range of disciplines, including social care, community health, housing, and customer services.

At an executive level she has successfully delivered major transformation programs to respond to the need for modernization and reform. Digital and data sit at the core of this achievement, as the enablers to tackle financial austerity, rising demand, and the need for public services to stay relevant.

Understanding the challenges to sustain the complex system of people, communities and services that exist in a particular place, she has taken the strategic lead in building powerful local partnerships with strong multi-disciplinary teams. This has included pioneering a shared digital workspace that enabled seamless, joined-up service delivery across Health, Adult Social Care and Housing.

Since 2016 Hilary has worked for Firmstep/Granicus as Customer Ambassador, helping customers capture, learn, and share their experience and success, promulgating best practice and driving improvement across the sector. She is a highly skilled coach and mentor and has supported senior management teams in developing their strategic direction, digital plans, and achievable programs to deliver this.

Sid Burgess

Senior Solutions Consultant, Granicus

Sid has spent over a decade working with government agencies. Widely known for his knowledge and forward-thinking vision of the government technology industry, Sid has given talks nationwide about the intersection of technology and constituent services. As a former FireFighter/EMT, Combat Medic, and City Councilman, Sid has built and managed teams focused on rebuilding and revitalizing cities. Sid has been appointed by the Oklahoma Speaker of the House and the Mayor of Oklahoma City to serve in various advisory roles. Sid graduated from Oklahoma State University Fire Service Training Academy, US Army Infantry Center, and the US Army Academy of Health Sciences.

Christa Watson

Senior Marketing Manager


04/27/2021 at 1:00 PM (EDT)   |  90 minutes
04/27/2021 at 1:00 PM (EDT)   |  90 minutes
Evaluation Survey
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1.50 ICMA CE credits  |  Certificate available
1.50 ICMA CE credits  |  Certificate available