How to Promote Public User Adoption

Now that you have FrontDesk, you want to encourage your residents to sign up. Why?  Because for each customer who does, you save time and money while also providing superior customer service! And for your Public Users (i.e., citizens), you’ve greatly eased their ability to interact with you in key areas: paying bills, submitting electronic forms, and accessing public information or notifications.

By providing a modern, more pleasing, and accessible experience to both your public and you, you signify and create pride that your Agency is committed to providing modern, convenient tools to build a stronger community and a smarter government.

Options to Help You Increase Public User Adoption of FrontDesk

• Post a message on your Agency’s website encouraging customers to sign up to access their account and pay their utility bill through FrontDesk. Work with your website provider to include a widget or link to FrontDesk on your homepage. If you don’t have a city website or want an affordable one built with FrontDesk, contact us to learn more about our Website options through FrontDesk!
• Print a message on your paper bills encouraging customers to sign up to access their account and pay their utility bill through FrontDesk.  Leave this message on your paper bill so people always see it.
• You might consider offering a reduced deposit or a one-time $5 credit on the next bill if a customer signs up for online account access, which is available through FrontDesk.  We’ve seen other government agencies offer this type of incentive with success.
• Put out a Press Release to local news outlets announcing FrontDesk to your local news channels. See an example Press Release below.
• If you have a newsletter, make sure to highlight FrontDesk along with instructions on how to sign up.
• Promote FrontDesk on your Agency’s Facebook page and other social media. Get the word out through as many channels as you can.
• Consider doing a spot to talk about FrontDesk on your local radio station.
• Tell people about it! Make sure to mention FrontDesk to everyone who calls in with a question or comes in to drop off a check payment.
• When new customers sign up for utility service, make sure they can also sign up for FrontDesk.
• Discuss FrontDesk during Council, Board, and/or other Open Meetings.

Messaging to use

Below are a couple examples of messages you can use. The most important thing is to announce that FrontDesk is available, make sure the public is aware of all the great benefits they will get, and that they know how and where to sign up!

• The [insert your Agency Name] now offers you the convenience of accessing your utility account and paying your monthly utility bill online! You can enroll in autopay, get electronic bills, and manage your account 24/7 online. Sign up today by going to: [insert URL link]
• The [insert your Agency Name] is now offering FrontDesk, a modern and convenient solution that provides online access to a variety of tools to interact with us including your utility account. Sign up for FrontDesk here (insert URL link) to get these exciting advantages:
  • Modern, online interactions with the [insert your Agency Name] – anywhere, any time, from any device!
  • Conveniently pay your monthly utility bills from the comfort and safety of your home. No more writing out a check each month to pay your utility bill!  No worries about social distancing and possible exposure.
  • Receive bills electronically. Go green and reduce your stack of paper bills.  No bills to sanitize.
  • Enroll in autopay so you won’t have to remember to pay your bills each month.
  • Update your notification settings so you can receive important messages and notifications via email or text.
  • 24/7 access to your utility account and usage information including utility usage, tracking multiple accounts, and submitting service requests.
  • Fill out and submit forms directly online and pay associated fees. Our staff will review and process the forms – no more paper required! 
  • Easy access to Public Notices and answers to Frequently Asked Questions so you can see important city-related information in one place.
  • Review Meeting Agendas and Minutes.
  • Use Citizen Requests to submit requests directly to the necessary government officials with a few clicks of a mouse or taps on a smartphone.

Online Payments & E-Bills

Through FrontDesk, the public can pay various government-related bills online, such as utility bills and fees related to forms.  Online Payments is mobile-friendly, and bills can be paid individually or in bulk with a credit card, debit card, or ACH.  Public Users can set up autopay and conveniently receive their statements through email or SMS text.  This creates a much better and easier experience paying bills.

Utility Billing Access

Utility Billing customers get even more convenience with the ability to view utility usage data online from a computer or smartphone.  Through the Utilities Tab, Public Users can view their utility usage, see all their accounts in one easy place, and submit service requests. No more digging up old paper bills. No more need to call in, walk in, or fill out paper service request forms.

Communication & Access to City Information

Easy direct-line communication between residents and their government! Public Users can enroll in email and text notifications and receive important information such as delinquent notices, shut-off notices, emergency alerts, and more. This great benefit isn’t limited to utility bill customers. Any FrontDesk Public User can fill out and submit forms online, pay fees and upload documents associated with forms, view answers to Frequently Asked Questions, get easy access to meeting Agendas and Minutes, and receive Public Notices. This is all done in a single, easy-to-use platform. 

Citizen Requests (Optional Add-on)

Citizen Requests allows citizens to submit concerns or requests with their government through an easy-to-use interface available on any internet-connected device. When submitting a request, Public Users can include a location and upload files such as images or other documentation. Public Users can become an extension of your staff’s eyes and ears, quickly and easily reporting issues that get routed to the correct department or staff member. Your staff can update the status of a request, which is then visible to FrontDesk Public Users. This provides responsive, superior customer service while also contributing to a safer, stronger community.

FrontDesk Press Release

Use the language below or modify it based on the message you want to send. In either case, we strongly recommend putting out a Press Release to start getting the word out about FrontDesk.

For Immediate Release:

We are excited to announce that the [insert your Agency Name] has adopted FrontDesk, a web-based platform that gives our residents access to a variety of tools to interact with us in one convenient place. We have invested in this platform to provide a modern, satisfying, and convenient experience. This is a part of our effort to provide superior customer service and offerings to [insert your Agency Name] residents and to strengthen the connection between citizen and government. Sign up for FrontDesk here: (insert URL link)

FrontDesk offers many exciting features and benefits for all city residents including:

• Conveniently pay your monthly utility bills from the comfort and safety of your home. No more writing out a check each month to pay your utility bill!  No worries about social distancing and possible exposure.
• Receive bills electronically.
• Enroll in autopay using ACH or credit card payments so you won’t have to remember to pay your bills each month.
• Get important messages and notifications via email or text.
• 24/7 access to your utility account and usage information including utility usage, tracking multiple accounts, and submitting service requests.
• Conveniently submit utility service requests from your computer or mobile device.
• Fill out and submit forms directly online and pay any associated fees online. Our staff will review and process the forms – no more paper required!
• Easy access to Public Notices and answers to Frequently Asked Questions so you can see important city-related information in one place.
• Review Meeting Agendas and Minutes.
• Use Citizen Requests to submit requests directly to the necessary government officials with a few clicks of a mouse or taps on a smartphone.

FrontDesk is mobile-friendly and can be accessed anywhere from any device with an internet connection. Log in to see all your outstanding bills, pay bills online or enroll in autopay for added convenience. You will also have access to important city information including public notices, Council Meeting Agendas and Minutes, answers to Frequently Asked Questions, and ability to fill out and submit forms online. FrontDesk is your direct line of communication to receive your information, alerts, and notices.

Sign up for FrontDesk today! (Include URL)

FrontDesk is provided by gWorks, a GovTech company specializing in software and services to small local governments throughout the Midwest. gWorks has more than 20 years of experience bringing simple solutions to create stronger communities and smarter government. Visit gworks.com for more information.