Project: Toilet Rebate Program market transition and online processing |
The City of Calgary’s toilet rebate is a key water conservation program; however, after 10 successful years in market it required an update and transition to an online platform. Andrea developed a communications strategy that targeted both citizens and commercial audiences (including key retail partners and plumbers) with the overall goal to ensure that stakeholders had the information they needed to participate and champion water-saving high-efficiency toilets. Solutions included engaging the business sector early, often, and in-person to leverage their relationships with citizens. City educators delivered transition packages in person and spent time with retailers to ensure their staff was able to correctly promote the changes and answer citizen questions. The online strategy included the development of a web page, as well as the use of social media (Twitter and Facebook) to promote citizen dialogue. The transition was a success, resulting in more than 80 per cent of applications being completed online, and a 60 per cent reduction of citizen calls about the program to 3-1-1. The program was awarded a “Transforming Government” recognition by Mayor Nenshi, highlighting its attention to cost efficiency, customer service, “cutting red tape” and overall value for citizens. (Image courtesy City of Calgary)
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