Summit Presentation March 2014

Report
Right People + Right Process +
Right Tech = Happy (and more!)
Volunteers & Girls
1
Agenda
• Introduction
– National Multi-Year Initiative
– Pain Points & Opportunities
– Goals
• Customer Experience
– Future State & Benefits
– Volunteer Systems aka Salesforce Overview
– Volunteer Toolkit Overview
– Web Platform Overview
• Implementation Timeline
– Year 1
– Year 0
• Staff & Volunteer Engagement
• Winning Proposition Alignment
• Q&A
2
Year One of a Multi-Year Initiative
Growing Membership
through the
Implementation of
National Recruitment
Campaign
New Volunteer Systems
& Business Process to
Recruit, Retain and
Engage Volunteers
A fun & easy Volunteer
Toolkit to help volunteers
work
with girls
3
Customer Pain Points and Opportunities
Reputation
forsites,
‘armtimes,
twisting’
Set
up troops,
and
parents into
becoming
volunteer
positions
through
volunteers
virtual
sign up
Volunteer
and on
Online
training training
offered ongoing
boarding are
overwhelming
for
and
as-needed basis
volunteers
Inconsistent
communications
Robust Salesforce
CRM toolwith
members
resultscontinuous
in a lack of long
maintains
term engagement
communication
throughout the
customer experience
Councils,
people,
and processes
Staffing
and
organization
design at the
not
organized
for
most
effective
Council
into
sales
and
service
functions
recruitment
or customer
service
with
appropriate
skills
Adults
have experience
less time to
Reduce current
volunteer
commit
to
volunteering
and
of 200 hrs to industry average of 80h
Girl Scouts takes too much
of it
per year
4
Goals
Improve the customer
experience throughout the life
cycle of the member
Successfully recruit more
volunteers and girls
5
CUSTOMER EXPERIENCE
3-Legged Stool
Volunteer Toolkit Project
=
Digital planning &
communication tools,
coupled with curriculum
content, designed to
ease demands on troop
leaders
Volunteer Systems Project
aka Salesforce
=
Recruitment, Onboarding,
Engagement & Renewal
System
Web Platform Project
=
Foundation for
Volunteer Toolkit
Interact with other
volunteers for support
and to create a sense of
community
6
Customer Benefits
Volunteer Systems
Volunteer Toolkit
Simple, fast
onboarding process
Single troop leader portal and
logon for troop administration,
year plan, and meeting plan with
a toolkit of resources
Superior customer
service
Just-in-time,
personalized, and
relevant
communications
Single parent portal for detailed
visibility of girl participation
Designed for mobile use
Simplified troop financial
reporting to parents and council
Web Platform
Single portal and logon for
troop leaders and parents
Powerful platform
capabilities such as
site-wide search, and events
and activities management
Responsive design enables
consistent experience
across all devices
Digital community for leaders
7
Volunteer Systems Overview
Recruitment, Onboarding,
Engagement & Renewal System
Volunteer Interest Sources
GS Staff
• Phone calls
• Emails
• Recruitment events
• Walk-ins
Individual Adult
GS Volunteers
• Web site visit
• Email marketing
campaign
• Flyer
• Recruitment events
• Referrals
Volunteer
Web
Form
9
Girl Interest Sources
GS Staff
• Phone calls
• Emails
• Recruitment events
• Walk-ins
Individual Adult
GS Volunteers
• Web site visit
• Email marketing
campaign
• Flyer
• Recruitment events
• Referrals
Join Girl
Scouts
Web Form
10
Case Management
• Track customer inquiries: phone, email, web,
in-person
– Replaces Personify Contact Tracking
– Standard screen layout for all councils
• Solutions database (council-specific) for consistent
answers
– Tracks solution usage frequency
– Solutions have an expiration date
• Reports to identify types of questions, volume, etc.
– If we need a FAQ, probably need to simplify the process
11
VOLUNTEER TOOLKIT OVERVIEW
TROOP LEADER
Digital content, leader communities and
online training in an integrated format
focused on delivering the leader what
she needs, when she needs it.
Digital Experience Platform
Volunteer Toolkit Overview
The Volunteer Toolkit is a web-based application that will enhance the
volunteer experience by providing capabilities and information to
support girls scouts throughout the year
Manage Troop Information and Preferences all in one place
Communicate easily with parents through email and a portal
that provides parents with visibility
Information is pre-populated (Year Plan, Activity Details),
saving time and improving quality
Interact with Troop Leaders through digital communities
Contextual content available throughout the experience
Designed for mobile use so the Troop Leader can access on the
go
Web Platform adoption will be required for Volunteer Toolkit. Volunteer Toolkit is tightly coupled with the
web platform to provide personalized content and consistent user experience.
13
Digital Experience Platform
Volunteer Toolkit Capabilities
My Troop – Troop Information and Preferences
•
•
•
•
Manage Roster for girls, parents/guardians contact information
Volunteer Directory Access with Contact information and Roles
Set Meeting Logistics for upcoming meeting
Set Automated Reminders for materials, pre-meeting emails to remind others and buy
badges, etc.
Year Plan – Troop Year Overview and High Level Planning
•
•
•
•
Full Year view for meetings & activities
Add/update activities and events from the council’s calendar
Move/Add Meetings during the year
Export Calendar to integrate with their own Icalendar
Meeting Plan – Detailed Meeting Planning and Preparation
•
•
•
•
•
Review Activity Details—activity, steps, materials, time required
Review Meeting Aids to use in meetings such as videos and audio
Manage the agenda by changing duration, deleting or adding items
Send pre-configured editable email reminders to parents
Change Meeting to another meeting on a pre-populated list
14
Digital Experience Platform
Volunteer Toolkit Capabilities Cont.
In Meeting – Girl-Friendly Meeting Assistance
• Track Attendance, Dues, and Forms
• Access aids (song lyrics, videos) during meeting
• View agenda items to manage time
• Review Meeting checklist
• Send Post Meeting Communications—email to parents, upload photos, order
badges, etc.
Finance – Simplified Troop Financial Reporting
• Track finances in a simple form (dues, event/activity funding)
• Send financial report to council with ease
Community – A Place for Volunteers to Share and Collaborate
• Communicate with other Troop Leaders to get ideas, discuss topics, etc.
15
Digital Experience Platform
Volunteer Toolkit Capabilities (cont.)
Parent Portal – Detailed Visibility of Girls Participation
• View Year Plan and Meeting Details
• View and reinforce the progress of their girl(s)
• View Troop Finances
• Improve and enhance parent participation
16
17
View Tabs
Troop
Roster
18
Member
Details
19
Designed for
Tablets
Just-in-time
Resources
20
Just-in-time
Learning
21
Roster of
certified
volunteers
(member,
screened,
and
orientation
completed)
23
Prepopulated
year plan
based on
selection
with option
to create a
custom plan
24
Council
defined
dates
25
26
Meeting
agenda is
predefined &
customizable
32
No more
paper
33
Just-in-time
meeting
content
34
Keep on
schedule
35
• Stay
organized
• Keep
parents
informed
• Share best
practices
with other
leaders
36
• Manage
troop
finances
• Email troop
finance
report to
council
• Make troop
finance
report visible
to troop
parents via
parent portal
37
Leader
Communities
(Volunteers
by Program
Level and/or
Area of
Interest)
38
Web Platform Overview
Foundation for Volunteer Toolkit
40
GSNorCal’s Volunteer Systems &
Toolkit Workgroup
•
•
•
•
Michelle Purviance, Lead
Terri Hague, Volunteer Systems Project Lead
Shari Teresi, Volunteer Toolkit Project Lead
Glenn Rogers, Web 2.0 & GSUSA Web
Platform Project Lead
• Kymberly Miller
• Michelle McCormick
• Dana Allen (ad hoc)
41
Implementation Plan
DESIRED
REALITY
42
Year 1
Implementation Plan
What
Time Frame
GSNorCal Web 2.0
Spring 2014
Volunteer Systems Renewal
Spring 2015
Volunteer Systems Email Marketing
Integration
Spring 2015
Volunteer Systems Case Management
(customer relationship management)
Spring 2015
Volunteer Systems Recruitment & Onboarding Summer 2015
Volunteer Tools
Summer 2015
Web Platform
Summer 2015
43
Year 0
Implementation Plan
Build our muscles for the future
Participate in the GSUSA Thought
Leadership group informing the
national roll out of volunteer systems,
toolkit, and web platform
44
Year 0
Implementation Plan
Build our muscles for the future
• Align business processes with the future
state using our current technology so we
can easily adopt the new technology
Examples:
– Personify Contact Tracking for customer
relationship management
– Volunteer position renewal
– Troop Catalog
45
Year 0
Implementation Plan
Build our muscles for the future
• Conduct small experiments
Examples:
– Program department’s age-level troop support
pilot in North Central and North Coast
– PEG - experiment with promotion of mother /
daughter skills-based trainings in partnership
with Outdoor Program and Volunteer Resources
– I Can’t Wait Until Next Year resources for leaders
and parents
46
Year 0
Implementation Plan
Build our muscles for the future
• Subtract work
Example:
– PEG – reduce program offerings
47
Implementation Plan
DESIRED
REALITY
48
Staff & Volunteer Engagement
Volunteers
• Year-end SUMMITS
• Focus Groups with new leaders
• and more…What do you suggest?
Staff
• Regular, 30-minute all staff webinars
• Department meetings
• and more…
49
Volunteer Engagement
YTD Plan
Area
Summit
Santa Rosa
San Jose
Contra
Costa
Redding
Chico
Solano
Alameda
Redwoods
Date
Time
Location
3/24/2014 6-8pm
Santa Rosa Office
4/7/2014 6:30-8:30pm San Jose Office
4/22/2014 6-9pm
4/28/2014 6-8:30pm
4/29/2014 6-8:30pm
Walnut Creek
Redding Office
Chico Office
Benicia Scout
4/30/2014 6-9pm
House
5/1/2014 6:30-9pm
Alameda Office
5/19/2014 5:30-7:30pm Eureka
Content
Overview of
Volunteer Systems,
Volunteer Tools &
Web Platform
Implementation Plan
How to get engaged
in the 2014-15
membership year?
Communication
preferences
Web 2.0 Service Unit
Pages
50
GSNorCal
2015-17 Winning Proposition
Girls and volunteers create leadership opportunities
that girls want and experiences that change lives.
To deliver on our proposition, we must provide a
best-in-class experience for our customers: volunteers,
parents, girls, and staff
• Simple, easy and time expedient
• Alleviate pain points for prospects, current volunteers
and staff
• Intuitive—adopt common youth program sign-up model
This will require change, the only constant in life.
51
Q&A
Email your questions to Michelle Purviance
at [email protected] with the
subject: Volunteer Systems & Toolkit.
52

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