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Successful Citizen Service - This Road's Built for You

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Presentation focusing on Successful Citizen Service for the Transportation Industry - given March 9, 2011, at the Purdue Road School at Purdue University, Indiana.

Presentation focusing on Successful Citizen Service for the Transportation Industry - given March 9, 2011, at the Purdue Road School at Purdue University, Indiana.

Published in: Technology, Business

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Transcript

  • 1. Successful Citizen Service
    This Road’s Built for You
    Photo: http://www.flickr.com/photos/dougtone
  • 2. Introductions
    Pam Broviak, P.E.
    City Engineer/Assistant Director of Public Works
    City of Geneva, IL
    Co-founder of several online groups:
    MuniGov, Be2Camp, Public Works Group
    Manager of Grid Works, online magazine, & GovGrid, virtual grid for govt.
  • 3. What does Customer Service Mean
    To Us?
  • 4. Providing safe roads in good condition
    Photo: http://www.flickr.com/photos/ocean_of_stars
  • 5. With an acceptable level of service
    Photo: http://www.flickr.com/photos/fontfont
  • 6. And minimal impact to the environment
    Photo: http://www.flickr.com/photos/lanzen
    Photo: http://www.flickr.com/photos/dougbeckers
  • 7. while allowing for alternate modes of transportation
    Photo: http://www.flickr.com/photos/joiseyshowaa
    Photo: http://www.flickr.com/photos/oedipusphinx
  • 8. meeting all regulations
  • 9. all at a minimal cost and disruption to the public
    “Cycle lanes are a waste of money”
    —As reported in Autocar.co.uk on
    2011-02-23
    “Diverging diamond improves traffic flow, saves money”
    —As reported in The Daily Times on 2010-12-20
  • 10. So, for us, this isn’t only customer service, it’s our job description
  • 11. Our job duties have evolved over time due to customer input
    Photo: http://www.flickr.com/photos/kenlund
  • 12. Communication greases this wheel
  • 13. It’s been a slow, reactionary process
    and not viewed as a prime directive
  • 14. Besides we are facing new challenges from the public. . .
  • Then social media shows up
    Seen as a curse by some and blessing by others
  • 19. Social media is greasing the wheel
    and once again changing our job description
  • 20. Providing safe roads in good condition . . .
    in an open and transparent manner
    . . . With an acceptable level of service . . .
  • 21. What’s the big deal?
    This change is not as easily assimilated as the other changes we experienced over the years—cannot be accomplished through design
  • 22. Instead . . .
    This change will take place by leveraging Social Media (Communication)
    . . . but how?
  • 23. First, what is social media?
    And, how are others using it?
  • 24. http://www.twitter.com/TxDOTSanAntonio
    Road Closures — Twitter
  • 25. http://www.twitpic.com/photos/CapeTownFreeway
    Road Closures — Twitpic
  • 26. “Plowing & Sanding Operations continue on mountain roadways. North end Sunrise Hwy remains closed, chains required elsewhere. Chains also required on Palomar Mtn, Montezuma Valley Rd, San Felipe. Complete rundown at http://sdcdpw.org/emergency”
    http://www.facebook.com/pages/SDCountyDPW
    Road Closures — Facebook
  • 27. Video
    http://www.youtube.com/user/FWPublicInformation
    Projects — YouTube
  • 28. Blogs
    http://wsdotblog.blogspot.com
    Projects — Blogs
  • 29. Photo
    Sharing
    http://www.flickr.com/photos/wsdot
    Projects — Photosharing
  • 30. WikiPlanning
    http://www.wikiplanning.org
    Planning — Wiki
  • 31. Serious
    Games
    http://vip.townofcary.org
    Planning — Serious Games
  • 32. 3D Immersive
    Technology
    http://www.urbancircus.com.au
    Planning — 3D Immersive Tech
  • 33. Augmented
    Reality
    http://www.layar.com
    Planning — Augmented Reality
  • 34. Learning
    Management
    Systems
    http://www.moodle.org
    Education — Learning Mgmt Systems
  • 35. Data
    Catalogs
    http://www.data.gov
    Education — Data Catalogs
  • 36. Audio
    Casts
    http://www.blogtalkradio.com
    Education — Audio casts
  • 37. Slide
    Sharing
    http://www.slideshare.net
    Education — Slide casts
  • 38. Widgets
    Education — Widgets
  • 39. Smart
    Phone
    Apps
    Education — Apps
  • 40. Crowd
    Sourcing
    Information
    http://www.ushahidi.com
    Emergency Services — Crowdsourcing
  • 41. Feedback
    Sites
    http://www.ideascale.com
    Citizen Feedback — Ideascale
  • 42. Embed
    Google
    Forms
    http://docs.google.com
    Citizen Feedback — Google Forms
  • 43. 311
    Sites
    http://www.seeclickfix.com
    Work Orders — SeeClickFix
  • 44. Remember, there be challenges along the way
    Access to what you need
  • 45. Finding your voice
    PRACTICE!
  • 46. Choosing
    Your
    Team
  • 47. Researching
  • 48. Setting
    Goals
  • 49. Choosing
    The
    Right
    Tools
  • 50. Setting
    Policy
  • 51. Engaging!
  • 52. Sharing Your Ideas, Success, and even Failures
  • 53. RESOURCES:
    http://www.publicworksgroup.com
    http://www.munigov.org
  • 54. Thank You! Questions?
    Pam Broviak, PE
    City of Geneva
    pbroviak@geneva.il.us
    Public Works Group
    pwg@publicworksgroup.com
    Contact Information:
    Twitter: http://www.twitter.com/pbroviak
    LinkedIn: http://www.linkedin.com/in/pbroviak
    Skype: Pam.Broviak
    Slides at: http://www.slideshare.net/publicworksgroup