For the past two years, Reno, Nevada, has made improving citizen communication a priority. To continue increasing government's accessibility to citizens, Reno sought to proactively deliver information to the community in multiple ways.

Because over 70 percent of Reno's population is connected to the Internet, it was implied that a Web-based initiative would be the best way of doing this, thus easing communication between government and citizens. The most appropriate tool to fit their needs was SelectAlert, a product offered by Blacksburg, Virginia based Tele-Works. When we found out about SelectAlert, it seemed like a great tool to increase citizen outreach with little staff time needed.

By incorporating our own ideas with Tele-Works' technology, we developed and launched a unique version of the system, which is called Reno Connect. The service allows citizens to register for regular information broadcasts from the city government. These broadcasts provide updates and announcements on topics like special events, parks and recreation, road closures and development notifications. This information is brought to citizens by telephone, cell phone, e-mail and/or fax.

To use the Reno Connect system, residents simply need to visit the Reno Connect homepage. Users are then prompted with a "Sign up" link. After providing a valid e-mail address and choosing a password, citizens can designate the times they want to receive information as well as the specific information they want to receive and the medium by which they want to receive it. Moreover, residents lacking computer resources can request to receive the service by phone.

In addition to innovation in developing Reno Connect, the city has also demonstrated creativity in marketing the service. On May 8th, Reno Mayor Bob Cashell officially announced the system to the public for the first time. A press conference was held on the rooftop of City Hall, poised 17 stories above the city. To further promote Reno Connect, the city gave away one free year of wireless Internet from Clearwire. In addition, the city is distributing pens inscribed with the Web address of the Reno Connect homepage as well as business cards that explain how to sign up for the service.

Reno Connect is an opportunity for Reno to complement the system we already had running, Reno Direct, which is a phone service with a full-time staff. Employees of this phone based system received 40,000 phone calls last year alone from inquiring residents; a number that will decrease drastically with the implementation of Reno Connect. To best serve all citizens, the city continues to offer the services of Reno Direct in conjunction with the new system for those who do not have access to a computer.

By opening communication channels between government and citizens, Reno Connect has provided residents with easy access to much needed information. In effect, the system has brought Reno, Nevada, to new heights in citizen service.

Jaime Schroeder is special projects liaison for Reno, Nevada KW