Citizen Participation Organizational Transition

Citizen Participation Suite Transition Documentation

In an effort to successfully transition the new Citizen Participation Suite from the CEO/CTO teams to the entire Granicus organization, the following items and steps must be complete. This document will serve as a guide to help us achieve that goal. Assumptions: This document assumes that CivicIdeas and eComment have been integrated into one application.

Contents
Product Strategy Document ......................................................................................................................... 2 Business Strategy Document ........................................................................................................................ 2 Suite and Product Positioning ....................................................................................................................... 3 Organizational Readiness .............................................................................................................................. 3 Operations Team (Customer Care, Deployment, Training) ...................................................................... 3 Product Teams (Development, Product Management)............................................................................ 4 Sales (Field, Account Management, Account Development) ................................................................... 4 Marketing Launch ......................................................................................................................................... 5 Example Transition Timeline Template ........................................................................................................ 5

www.granicus.com 600 Harrison Street, Suite 120, San Francisco, CA 94107 (415) 357-3618

Citizen Participation Organizational Transition Product Strategy Document

Develop documentation on the Suite and its products and feature set. Identify long-term and short-term goals, stakeholders and market scope. 1. Identify the Suites new value proposition 2. Identify product vision long-term goals a. Where do we want the product to be in 1-2 years? b. How will we measure this success? 3. Identify short-term goals a. This could be the product roadmap b. What are the must-haves/show stoppers that we need to implement prior to relaunching? c. How will we measure this success? 4. Identify buyers a. Who are the key stakeholders? b. What markets are they in (local, state and/or federal governments)? c. What are their pain points? d. How does CivicIdeas help them solve their problems? 5. Identify users a. Who are the key stakeholders? b. How do they differ from buyers? c. What markets are they in (local, state and/or federal governments)? d. What are their pain points? e. How does CivicIdeas help them solve their problems? 6. Define market space a. Trends i. How is citizen engagement becoming a growing trend? ii. Identify some tools in the market space b. Competition i. Identify competitors and their strengths and weaknesses over our product ii. What is the plan for continued market differentiation? c. What are we solving? i. What market problems are we helping to solve? d. Opportunities in the market (pipeline?)

Business Strategy Document

Identify business goals and impact of the transition including any pricing changes. 1. What financial impact does this have on the organization? 2. What is our strategy for engaging prospects/clients? a. Mayors office vs department heads

www.granicus.com 600 Harrison Street, Suite 120, San Francisco, CA 94107 (415) 357-3618

Citizen Participation Organizational Transition

3. Current pipeline a. Who are we currently engaged with? b. What are our top prospect/client accounts? 4. Existing Citizen Participation Suite owners a. What is our strategy/decision for upgrading existing CP Suite owners? 5. Discuss any pricing changes a. Research competitor changes to pricing b. Does the Suite price mirror that of the other Suites? (consider recent pricing changes to OP/GT)

Suite and Product Positioning

In the past 3 months we have worked to nurture the Citizen Participation Suite and take a new approach with our messaging and buyers. The goal of this project is to evaluate the new messaging and determine its effectiveness how does the current sales owner describe the suite? What are our buyers reactions? 1. Suite and Product Renaming a. Does CivicIdeas work for our audience? i. What objections/question have we run into? b. eComment i. Consider renaming this to be more consistent with CivicIdeas 1. Especially important as we roll this product into the CivicIdeas platform ii. Consider names specific to the overall product c. Should we consider an overall renaming for the Citizen Participation Suite? 2. Suite and Product Messaging a. Review current messaging and determine what works and what needs to be improved b. Cleary define key value propositions i. Attend more sales calls ii. Conduct user feedback calls/surveys c. Review images in marketing collateral i. Show products vs showing product concepts ii. Product screenshots vs diagrams

Organizational Readiness
While the Citizen Participation Suite has been managed by the CEO, CTO and Marketing teams we need to identify a clear plan to get the rest of the organization up-to-speed.

Operations Team (Customer Care, Deployment, Training)

1. Training for Operations Teams (CivicIdeas Roadmap states Sept 2012) a. Specific to these departments b. Series of X trainings (minimum of 4), all recorded

www.granicus.com 600 Harrison Street, Suite 120, San Francisco, CA 94107 (415) 357-3618

Citizen Participation Organizational Transition

2. Determine Professional Services packages a. What does the Training Team need to get ramped up? b. What deliverable should we set for their team? 3. Customer Care a. How we will train and get this team ramped up? 4. Deployment a. How we will train and get this team ramped up? b. What do they need to know when deploying the product? 5. IT/Data Center

Product Teams (Development, Product Management)

1. Transition to Product Management a. Training (combined with Operations but could be separate) b. Identify Product Manager/Owner i. Should attend ALL product trainings (sales, operations, product management, development) c. Identify Scrum Team Members d. Review Current Roadmap i. How will we manage future feature requests? ii. How will we work with Sentient on architectural updates? 1. Does Granicus get all Sentient updates? iii. Identify next steps for Scrum transition e. Suite and Product Documentation developed 2. Transition to Development (CivicIdeas Roadmap states January 2013) a. Training b. Ruby on Rails i. What needs to be done to get the team members up to speed on this language? Will we hire new Developers?

Sales (Field, Account Management, Account Development)

1. Sales Training a. Series of at least 4 trainings, all recorded i. Could be conducted during 1st 30 min of Friday sales calls ii. Roll-based trainings begin after 2nd training b. Product and Suite messaging focusing on: i. CivicIdeas 1. Feature list and benefits ii. eComment 1. Feature list and benefits c. Key differentiators i. Review competitive landscape d. Testing proficiency examine for all reps
www.granicus.com 600 Harrison Street, Suite 120, San Francisco, CA 94107 (415) 357-3618

Citizen Participation Organizational Transition

2. Provide Sales Kit which should include: a. Suite and product brochures b. Sales decks (updated overview and solution-specific) and proposal language 3. Demo environments a. Do Sales Reps need Admin privileges to successfully demo the Suite? 4. Transition of pipeline (more information on current pipeline above) a. What will this look like? b. How will current rep work with prospects/customers and their representative? 5. Transition of new customers acquired a. City of Austin, Capital Metro, and any new deals brought on under CEO

Marketing Launch
Develop campaign strategies that help us re-launch the Citizen Participation Suite and generate leads for the entire sales organization. 1. Develop a new GTM strategy a. Campaigns b. Price Promotions c. PR

Example Transition Timeline Template

This is a mockup. We should create a full launch timeline similar to the plans built the original CivicIdeas and Agenda Management launches. Deliverable Product Strategy Document Business Strategy Document Suites/Product Positioning Product(s) Renamed Positioning Defined All Marketing Materials Updated Sales Team Training Operations Team Training It/Data Center Training Development Team Training Product Management Training Transition to Scrum, PM, Dev Sales Starts Selling Go-to-Market Strategy Complete Communications Strategy Campaign Strategy Price Promotion (i/a) Start Date Due Date Owner(s) Tom, CTO, Aileen Tom, CTO Aileen, Tom Supporter(s)

Tom, Aileen CTO CTO CTO CTO CTO Sales Aileen Lauren Lauren/Laura Lauren

www.granicus.com 600 Harrison Street, Suite 120, San Francisco, CA 94107 (415) 357-3618

Citizen Participation Organizational Transition

www.granicus.com 600 Harrison Street, Suite 120, San Francisco, CA 94107 (415) 357-3618