Page 235 - CityofSouthlakeFY27Budget

TABLE OF CONTENTS

WHAT WE DO: CORE SERVICES

OCCE manages citywide communication, customer experience, digital engagement, media relations,
organizational communication, and brand identity. The division serves as the bridge between residents,
employees, and City services by ensuring information is timely, accessible, and aligned across the
organization. Through strategic communication and customer-focused service, OCCE helps strengthen
public trust, improve organizational responsiveness, and support the high level of service residents
expect from Southlake.
01 Digital & Social Media 02 Public Information & Media
01
02
Relations City Department Overview
The OCCE manages the City’s websites and social The OCCE serves as the City’s public information office,
media platforms, including CityofSouthlake.com and providing timely, accurate information through news
MySouthlakeNews.com. These platforms generated nearly releases, media relations, social media, and digital
1 million website views and more than 3.6 million Facebook communications. In FY 2026, year-to-date, the City’s online
views in FY 2026, year to date. The division helps residents newsroom, MySouthlakeNews.com, generated more than
quickly find information about City services, projects, 36,000 views, helping residents stay informed about City
events, emergencies, and community updates while services, projects, emergencies, and major initiatives while
continuously improving accessibility, ADA compliance, and supporting transparency and public trust.
mobile usability. Digital communication allows the City to
share information and engage with residents in real time.

03
04
03 Emergency & Crisis 04 Customer Experience
Communication
OCCE leads the City’s communication during emergencies, The OCCE leads customer experience initiatives that
severe weather, public safety incidents, utility outages, and improve responsiveness, communication, and service
other significant events. Working with Police, Fire, Public delivery across all City departments. The division manages
Works, and regional partners, the team delivered more than Southlake Serves, the City’s customer service portal, which
585,500 Everbridge notifications year-to-date in FY 2026, has processed more than 1100 service requests year-to-
providing timely information that helps residents stay safe date in FY 2026. In FY 2027, OCCE will focus on improving
and informed. response times, follow-up, and consistent service to
strengthen the Southlake Way customer experience.

06
05 Brand Management & Marketing 06 Transparency & Accessibility
05

OCCE manages the City’s brand identity, tone guides, The OCCE supports the City’s commitment to
and communication standards across all departments transparency and accessible communication through
and platforms. The division develops campaigns, website accessibility, ADA coordination, and proactive
videos, graphics, and digital content that help residents public information. CityofSouthlake.com received more
understand City services, projects, and priorities. OCCE than 886,000 page views, FY 2026 year-to-date. The
also produces the weekly SLK City Spotlight video series division uses Siteimprove to monitor website performance
featuring the Mayor and Council, which has generated and is proposing DocAccess in FY 2027 to improve the
more than 160,000+ views year-to-date in FY 2026. These accessibility of online documents and support ADA
efforts increase public awareness, encourage community requirements.
engagement, and strengthen Southlake’s reputation.

FY 2027 City of Southlake | Budget Book 235