How do you stay connected to citizens during a public health crisis?

Thanks SamG -- as a start, I'm wondering how other agencies (particularly at the Federal level) have leveraged the remote work pulse. We've deployed a version of it, tailored to fit the practices and processes of Federal agencies, to assess how our organization's employees feel about teleworking in general, as well as the communications and IT support which they are receiving.
How are other agencies using the survey? Are they fielding the template, or adapting it to fit their organization's needs? How are they leveraging the findings? I look forward to your comments!

Similar to AdamK12, I would love to learn if any local-level agencies, cities, have launched any of the Qualtrics COVID-19 related templated surveys to employees or residents.
We use "trust in the city" as our key metric and benchmark that sentiment to anything we do. We are also drafting other ideas on how to analyze trust in city based on resident behavior during this crisis.

Three things to share from our perspective (and VickyB can jump in with anything I've missed):
1) Our ongoing post service transaction CX numbers are at an all time high for the City. Resident satisfaction and trust overall is incredibly high. However there is a range...we have some services seeing satisfaction in the 90s and others in the 20s. This tells us some departments are handling it differently than others. But it also emphasizes the importance of measuring customer experience even through a crisis.
2) We're in the process of tweaking the Qualtrics COVID-19 B2C consumer survey for our needs. We plan to send to our existing panel and post for all residents. Here's what we're looking to measure/understand:

• Where is our trust w/residents at (compared to prior surveys


• What percentage of those responding are ahearing to social distancing


• Does likelihood to adhere to social distancing correlate to trust (e.g. are people who trust us more likely to listen to our local gov orders)


• Do people think they are at risk or their family is at risk


• How do they feel about our communication (frequency, content, channels) on COVID-19


• What do they think of our response to COVID-19


• How has their interaction with the city changed

Hi MattBroffman_Orlando I'd be very curious what kind of correlation you see between likelihood to adhere to social distancing and trust-that could be interesting in a number of ways.
As for the Remote Worker pulse, we sent out an edited version that focused on overall reaction to teleworking, management communication and support, and IT support. It's helping our leadership team prioritize their activities in these areas.
While the survey is only a snapshot measurement at this time, it shows us that our staff are generally settled in to teleworking, though they have questions about boundary setting and communication.

AdamK12 We agree and we'll be sure to share data once we can get the survey out. We've long argued that the reason we picked trust as our north start of CX is because it's what we should be doing as public servants and we use the example of that in a crisis if your residents trust you or not is going to determine if they listen to you. Hopefully we can prove that!

MattBroffman_Orlando That sounds like a great plan. We've done some perception/awareness surveys for some of our products that have explored similar issues (from the standpoint of a website/information resource). It's definitely a good starting point for anything in the public sector.