Qualtrics’ New Community Pulse Helps Local Government Leaders Engage Residents in Empathetic and Accessible Ways

PROVO, Utah and SEATTLE–(BUSINESS WIRE)–Qualtrics (Nasdaq: XM), the leader and creator of the experience management (XM) category, today announced Community Pulse, a new way for state and local governments to use technology to understand and respond to the experiences of their constituents.

Local governments have survived a myriad of challenges over the past two years, and the pandemic has made many residents expect a digital way to connect with city, county, and state leaders. Community Pulse provides an accessible and inclusive solution to collect and act on resident feedback, improve trust and transparency, and help government officials build more equitable, inclusive, and welcoming communities.

Community engagement is essential to the ability of governments to compassionately develop policies, plans and programs that make the best use of taxpayers’ dollars. But reaching a representative sample of residents is a challenge. And understanding and analyzing community needs, feelings and expectations strains already limited agency resources.

The Community Pulse solution makes it easy for governments to understand how their residents feel about trust and satisfaction with their government; Diversity, Equity, Inclusion and Belonging (DEIB); and quality of life – and understanding the factors behind them.

“Residents have opinions about government programs that affect them,” said Sydney Heimbrock, senior industry adviser for government at Qualtrics. “Bringing together a wide range of community contributions and directing resources to activities that meet real needs creates a healthy feedback and action loop.

Build public trust by listening to residents and acting on their feedback

Community Pulse is a set of 27 questions built by government industry experts and XM scientists. It includes a preconfigured dashboard to display important metrics for government agencies. With six pre-designed views – Executive Summary; analysis of community needs; Satisfaction with public services; diversity, equity, inclusion and belonging; text topic analysis; and respondent demographics – the Community Pulse dashboard provides real-time insights, making it easier than ever to collect and act on feedback.

For government agencies undertaking strategic planning, the solution helps them model how the resident experience may vary based on location, age, ethnicity, and other key demographics. With the ability to capture answers to open-ended questions and apply intelligent analytics, leaders can see trends and act on what matters most to residents.

By enabling governments to effectively engage the community and develop resident-centered policies, plans and programs, leaders are better able to have meaningful, positive and lasting impact:

  • Improve residents’ trust in government

  • Improve government transparency

  • Increase adoption of equity and inclusion best practices

  • Build relationships with community leaders and the community at large

  • Ensure an inclusive and welcoming community

“Strong community engagement programs combine a culture of listening to residents, program best practices, and accessible technology to meet people where they are,” Heimbrock said. “The Community Pulse solution was designed for government with industry-validated methodology and best practices. Building trust in government here begins with raising the voice of citizens. »

Local authorities show the way

Kent County, Michigan, and the City of Kitchener, Ontario, Canada, are among more than 350 state, provincial, and local government organizations and 90 federal offices that partner with Qualtrics to improve the community experience.

The pandemic has prompted Kent County, Michigan to expand community engagement efforts faster than it otherwise would have. County government officials were making real-time decisions about residents, and at the same time the community was seeking information and access to public health services. Qualtrics has become a key source of information for the county’s COVID response efforts. County leaders are now incorporating valuable lessons learned with Qualtrics to improve their approach to community engagement.

“One of the important lessons we’ve learned from the pandemic is that the way we communicate with a constituency isn’t always successful for everyone,” said Kent County communications director Lori Latham. “It took time and intention, but we’re reaching more people, our response rates are increasing, and our relationship with the community is improving. The key to building trust was what happened after the heartbeat – taking action based on resident recommendations and communicating with the community so they felt heard.

The City of Kitchener in Ontario, Canada uses Qualtrics to collect data and continuously improve services to residents.

“Engaging with the public is an important part of our City of Service Priority culture,” said Christine Baker, Customer Experience Manager for the City of Kitchener. “Our feedback collection program allows us to hear directly from our customers after they have interacted with us to learn more about our performance and to better understand what they think of our programs and services. The feedback we collect helps us prioritize our work so we can make targeted improvements to improve the customer experience. »

To learn more about Community Pulse, see here: https://www.qualtrics.com/marketplace/community-pulse/

About Qualtrics XM for Government

Qualtrics XM for Government helps design experiences that build public trust and foster community engagement by putting people at the center of every government experience. XM for Government helps create more inclusive and effective services, programs and policies. Qualtrics provides the most comprehensive platform for strategic experience management, helping government organizations collect feedback on every touchpoint and journey, streamline workflows, and automate actions to continuously improve the experience communities and employees. Qualtrics is the only ISO 27001, FedRAMP-compliant, and HITRUST-certified experience management platform on the market, so organizations can collect and analyze data with confidence knowing that sensitive information is secure. The solutions are used by more than 350 state, provincial and local government organizations and 90 federal offices to harness the power of resident and employee sentiment to shape policies and deliver services the public needs most. To learn more, visit qualtrics.com/government.

About Qualtrics

Qualtrics, the leader and creator of the Experience Management (XM) category, is changing the way organizations manage and improve the four core experiences of business: customer, employee, product, and brand. More than 16,750 organizations around the world use Qualtrics to listen to, understand and act on experiential data (X-data™) – the beliefs, emotions and intentions that tell you why things happen and what happens. have to do about it. The Qualtrics XM Platform™ is an action system that helps companies attract customers who stay longer and buy more, engage employees who create a positive culture, develop breakthrough products people love, and build a brand that excites them. To learn more, visit qualtrics.com.