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Matt Galport, PDX 311 Analyst II, spoke about designing a 311 monitoring system to facilitate program evaluation. He shared a roadmap for designing and implementing the system for monitoring key 311 program metrics. He also discussed how to strategically select and implement program evaluation frameworks to get the most value for the program's unique context and needs. Matt summarized techniques for building out 311 program monitoring systems that enable robust program evaluations. He included an overview of the range of evaluation approaches, criteria for selecting an optimal approach, and considerations for building monitoring systems that facilitate each evaluation approach.
Kristin Brown, PDX 311 Communications Coordinator, led a session titled "Empowering Inclusivity: The PDX 311 Outreach Campaign." She shared the PDX 311 campaign focused on assisting underserved populations: those with language barriers or limited internet access, the homeless, racial minorities, and people with disabilities. With the program’s motto, “Your government connection,” she shared how she used social media, web ads, swag, info sheets, and transportation ads to connect with these populations and the general public. The campaign was deployed through digital outreach and engagement via a Univision partnership and a network of community groups. With feedback, examples, and statistics in hand, PDX 311 worked to simplify interpreter services and ensure information confidentiality so that residents felt reassured and encouraged to call for information, reporting, or referrals.
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