Company: CivicPlus, Manhattan, KS
Company Description: CivicPlus® is a trusted technology company dedicated to empowering government staff and powering exceptional digital experiences for residents. With a comprehensive suite of solutions that combine to form THE modern Civic Experience Platform, we strive to create one-stop, frictionless, interactions that delight residents and help staff collaborate and work efficiently.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Training Team of the Year - External - Technology Industries
 Nomination Title: CivicPlus Web Central / Evolve Training and Consulting Team
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 114 words used.
The accompanying supporting materials showcase the merits of this nomination. These documents illustrate and highlight our achievements to continuously serve our customers ensuring they adopt our main product and trust CivicPlus to continue adding products to their tech stack / platform.
In 2025, plans for continued innovation, such as expanding the video library and exploring new training methodologies and blended learning will continue.
The WCETCT has not only set a new standard for customer training and consulting but has also empowered local governments to serve their residents better. This nomination celebrates their exceptional contributions and commitment to excellence.
Included resources include:
- [REDACTED FOR PUBLICATION]
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2022 of the nominated team, OR written answers to the questions? (Choose one):
Written answers to the questions
- Briefly describe the nominated team: its history and past performance (up to 200 words):
Total 182 words used.
The WCETCT is primarily dedicated to the flagship CivicPlus solution Web Central. The team has evolved since CivicPlus’s inception in 1998. [REDACTED FOR PUBLICATION] Prior to COVID, 80% of training was conducted onsite in customer conference rooms and training centers. Today, less than 10% of training is done onsite. This agile transition has enabled the team to efficiently serve over 90% of customers remotely while maintaining an intimate, hands-on training experience.
Engagements consist of Trainers/Consultants teaching customers how their content was migrated; what components of the CivicPlus CMS were utilized, and why; the best practices applied; and what is needed to maintain usability and accessibility. Inevitably, staff and needs change after launch so the WCETCT is brought back to provide new user and refresher training.
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
It is an honor to nominate the CivicPlus Web Central/Evolve Training & Consulting Team (WCETCT) for the External, Technology Industries award.
Web Central is a proprietary CMS with over 40 modules developed over the past 25 years to streamline the day-to-day tasks and online services of public agencies. Our CMS is easy-to-use and regularly updated and enhanced based on industry improvements and user feedback. Non-technical users can easily create and update content with text editing tools with simple drag-and-drop functionality.
The WCETCT has revolutionized customer training and consulting for the public sector by driving innovation, accessibility, and customer empowerment. Their contributions greatly impact our organization's core customer base by ensuring product adoption, and rapid expansion resulting from customer satisfaction and trust. The team is responsible for the initial training of customers onboarding with CivicPlus. They also provide refresher training for existing customers, having a lasting impact on retention and expansion of services.
The team’s mission is to elevate the knowledge and skills of customers, improving user experience for their staff and resident stakeholders. The team is dedicated to empowering through specialized training and expert customer service.
- Outline the team's achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 219 words used.
The team has achieved remarkable advancements in support of growing CivicPlus’s core customer base, product expansion, customer satisfaction and retention including:
- Conducted [REDACTED FOR PUBLICATION] training engagements logging [REDACTED FOR PUBLICATION] hours
- [REDACTED FOR PUBLICATION] new sale customer engagements, [REDACTED FOR PUBLICATION] for existing customers
- Conducted [REDACTED FOR PUBLICATION] consulting engagements, logging [REDACTED FOR PUBLICATION] hours
- [REDACTED FOR PUBLICATION] new sale customer engagements, [REDACTED FOR PUBLICATION] existing customers
- Improved scheduling and delivery of services – at several points was [REDACTED FOR PUBLICATION]. Currently delivering in [REDACTED FOR PUBLICATION] for smaller engagements, [REDACTED FOR PUBLICATION]
- Implemented just-in-time resourcing. This was a major shift culturally but reduced rework and allowed for more flexibility in scheduling.
- Broke the traditional trainings delivered [REDACTED FOR PUBLICATION]
- Piloted and implemented Group Training designed to offer timely training for customers needing quick onboarding for small numbers of new staff.
- Piloted [REDACTED FOR PUBLICATION] sessions in Q4 2023
- Implemented fully in 2024, [REDACTED FOR PUBLICATION] from various customers. Positive feedback calls out that it allows participation with municipal peers not otherwise available.
- Developed and implemented a self-guided supplemental video library with resource guides
- Achieved 98.1% customer satisfaction rating from
- Data from implementation of new survey tool Feb 2023
- 367 responses
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the team's past performance (up to 250 words):
Total 225 words used.
Since July 1, 2022, the WCETCT has undergone a remarkable transformation, adapting to the challenges of the post-COVID era. Early in 2022, the team faced significant setbacks as several tenured Trainers and Consultants left to pursue other opportunities. With three-quarters of the current team being new, they quickly navigated their own onboarding while tackling a historic backlog, extended project timelines, and declining customer satisfaction.
In response, the team embraced innovative training delivery methods. They pioneered Group Trainings, breaking down traditional syllabi into modular components for greater flexibility. These changes were complemented by the development of a self-guided video library and enhanced help center resources, which enabled faster content delivery, improved learning retention, and real-time content collaboration. These initiatives significantly reduced turnaround times and increased both internal and external satisfaction.
What sets the WCETCT apart is their collaborative approach. Trainers work closely with customers from the first call to the final site launch or review, establishing themselves as trusted partners. This personalized method not only creates “raving fans” but also drives customer retention and cross-sell opportunities.
While the industry standard for CMS customer satisfaction ranges from 75–85%, the WCETCT has achieved an outstanding 98.1% satisfaction rating, demonstrating their exceptional service and value. Additionally, they are recognized as true subject matter experts in local government and CMS management, further solidifying their leadership position in the industry.
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