Improving Transparency: Communication Strategies for Stakeholders

About the Program

Category: County Administration and Management (Best in Category)

Year: 2014

To build strong relationships with internal and external stakeholders and to communicate in a visible, accurate manner while improving the quality of services to the public, Fairfield County initiated an integrated program known as Improving Transparency: Communication Strategies for Stakeholders, or IT: CS2. A multi-government core group led by county leaders implemented the program. The core group consisted of the county executive, department administrators, financial managers, information technology specialists, court officials, a public information officer, and a communications intern. The innovative, comprehensive approach was specific to stakeholders, including employees, independent contractor partners, the citizenry, advocates, the media, and other groups. The approach ensured accurate, relevant information and data were readily accessible, in online and other environments. While transparency was enhanced with the improvement of the government website, the approach included additional, complex elements to build public trust, such as the introduction of non-mandated public meetings and summits, a tracking mechanism that encouraged speedy response times for public records requests, and leadership in the integration of diverse operations, which were formerly in silos. Gaps in services for the public were filled; new opportunities to participate in the government were presented; the administration of the county was improved; knowledge about services was integrated and transferred; intergovernmental cooperation and coordination improved; and policy decisions benefited from information and public participation. The average time for responses of public records requests was reduced by 55 days, down to an average of less than five days. Advocacy groups assessed the e-Government with an excellent rating, and the effort to involve the citizenry improved the buy-in and quality of major policy decisions. Further, competencies of employees improved, and knowledge was transferred across departmental lines. Research demonstrates that improvement in transparency and competencies builds public trust.