CitizenLab’s experts are here to set you up for success

At the core, we provide a digital engagement platform. But no matter how advanced the tool, its impact is limited without the knowledge to use it effectively. That’s where our expertise comes into play. Our team understands the intricacies of designing and coordinating meaningful engagement. CitizenLab clients benefit from extensive training, advice, and support to make the most of their platform and projects.

How we support you throughout your engagement journey

1. Personal approach

When you join our CitizenLab client community, you get assigned a dedicated Government Success Manager as your main point of contact.

Think of them as your personal guide and participation expert in one. Drawing from their experience assisting clients, they will ensure you're comfortable and proficient with our platform and share insights from the engagement projects of other governments and organizations.

Meet your Government Success Manager |
North America

At CitizenLab, we pride ourselves on the high-quality and 1x1 service that every team and platform in our community receives. Hear directly from Nina Carlsen and get a sense of what your collaboration with us could look like, both on and off the platform.

Here’s our Government Success team

Colette Shields
Head of Government Success
Fraser Henderson
Government Success Manager UK
Jelena Gregorius
Senior Government Success Manager DACH
Zelda Bas
Government Success Manager France
Anouk De Meulemeester
Government Success
Manager Belgium
Pauline Van Heerdt
Government Success Manager Netherlands
Danitza Vymazal
Government Success Director LatAm
Francisca Lisbona
Government Success Manager LatAm
Stijn Zwarts
Government Support Specialist
Our onboarding process
We have developed a thorough onboarding process to enable a successful launch for  your platform and engagement project(s). Based on your chosen plan, we combine sessions or offer separate ones to go into greater detail, based on your needs.

Kickoff

We start with a kick-off where you get to know your Government Success Manager. Together, we will discuss our collaboration and look at the rest of the onboarding process.

Engagement strategy

In this session, we introduce you to the main concepts of community engagement, discuss the scope of your platform, define your engagement strategy and give you a comprehensive overview of all the resources and support you’ll receive.

Platform training

Before this session, you will be invited to set up your platform and prepare for the training sessions by watching tutorials. During the session, we design your first project(s) together. You will also get advice on how to utilize specific platform features best.

Pre-launch review

Your Government Success Manager will review your platform and settings to ensure everything is properly set up before the launch. You will receive a list of recommendations via email. After this, your platform is ready to launch!

2. Empowerment and enablement

We believe in empowering and enabling you to be as successful as possible. Through various sessions, you will learn how to use our platform and its features to create and manage your engagement projects confidently. Our comprehensive knowledge center provides answers to frequently asked questions and offers useful resources such as video tutorials and step-by-step articles. For more specific questions, our technical support team is available via email and the built-in chat functionality on your platform to help you run your engagement projects smoothly.
Discover how our features enhance your experience further

3. Knowledge sharing

We are more than just a tool, we're your partner in growth. We aim to inspire, advise, and teach you and your team to become real participation experts during this partnership.

Stay on top of participation trends

Both on our blog and in the exclusive monthly 'CitizenLab Insider' email digest, you'll continually find updates on everything related to participation. This includes articles, use cases, and in-depth guides. Through tailored client-exclusive webinars - our Community Sessions - we keep you updated about our newest features, highlight work from your peers that is worth checking out, and encourage peer-to-peer exchange.
Grow your skills through the CitizenLab Academy
Through an interactive, online course we share our experience and expertise from working with hundreds of local governments in a highly accessible and flexible format.

Ten course modules  divided into five course blocks provide end-to-end training and guidance on planning and executing digital public participation initiatives.
Learn from and get inspired by the CitizenLab community
We’ve helped 400+ local governments and organizations foster meaningful dialogue and understand their communities better. Partnering with CitizenLab also connects you to this global community of participation practitioners through our Community Platform. It is a dedicated space for you to engage with peers, get inspired, ask questions and stay updated on projects worldwide.
Grow your skills through the CitizenLab Academy
Through an interactive, online course we share our experience and expertise from working with hundreds of local governments in a highly accessible and flexible format.

10 course modules  divided into 5 course blocks provide end-to-end training and guidance on planning and executing digital public participation initiatives.
Learn from and get inspired by the CitizenLab community
We’ve helped 300+ local governments and organizations foster meaningful dialogue and understand their communities better.

Besides learning from our experts, we also promote peer learning through our Community Platform, an exclusive hub for our clients to connect, ask questions, and stay in the loop about the exciting projects that are launching all over the world.
View our features

Don't just take our word for it.

Here’s what our community partners have to say:

CItizenLab

"The CitizenLab team worked with us to make the ‘shopping basket’ system more intuitive. We really appreciate CitizenLab’s openness and swift response to product feedback."

Amelie Pollet,
Participatory Democracy Coordinator at London Borough of Newham (UK)
CItizenLab

"A lot of times in local government everyone is excited about a new product but not everyone is trained to know and engage with the new initiative. The Government Success Manager from CitizenLab  really helped us to have people engaged across departments to make sure this program is successful.”

Milzy Carrasco
Director of Neighborhood Engagement, City of Lancaster, Pennsylvania (USA)
CitizienLab

“We presented the platform to our leadership team, and they absolutely lost their minds. They are so pumped for the site and the work it will enable us to do for the Comp Plan. Your team deserves a huge thank you for being so incredibly responsive and flexible and working with us to stand our platform up on such a short timeline. We really appreciate it!”

City of Seattle
Office of Planning & Community Development (WA, USA)
CitizienLab

“In addition to increasing the quantity of participants, we were able to improve the quality of our community conversations by answering direct questions and responding to concerns promptly, before misinformation and rumor mills could overtake the dialogue.”

Chelsey Aprill
Communication Manager, City of Allen
CitizienLab

" With our digital community engagement platform, we have the opportunity for real-time feedback that meets the needs of the community – they can engage whenever it works for them, in multiple ways, because the platform is always up and running. "

Crandall O. Jones
Municipal Administrator of the Municipality of Norristown, Pennsylvania (USA)
CitizienLab

"I am immensely pleased that so many people made their voices heard and shared their ideas with us. The numerous positive ideas strengthen our policy and ensure that we can set priorities that reflect reality. The user-friendly and well-arranged platform that CitizenLab has certainly contributed to the success of our participation initiative.”

Mohamed Ridouani
Mayor, City of Leuven (Belgium)
CitizienLab

“When you drill down into the functionality you see that CitizenLab is more flexible, visually appealing, and user-friendly... I feel the way CitizenLab’s platform is set up fosters a positive participation environment [and] the fact that the back office is so easy to use has been a massive bonus because it doesn’t scare anyone away, no matter their comfort level with technology.”

Jennifer Maclean
Digital Services Team Leader (Stirling, UK)