Successful Citizen Service<br />This Road’s Built for You<br />Photo: http://www.flickr.com/photos/dougtone<br />
Introductions<br />Pam Broviak, P.E.<br /> City Engineer/Assistant Director of Public Works<br />            City of Genev...
What does Customer Service Mean<br />To Us?<br />
Providing safe roads in good condition<br />Photo: http://www.flickr.com/photos/ocean_of_stars<br />
With an acceptable level of service<br />Photo: http://www.flickr.com/photos/fontfont<br />
And minimal impact to the environment<br />Photo: http://www.flickr.com/photos/lanzen<br />Photo: http://www.flickr.com/ph...
while allowing for alternate modes of transportation<br />Photo: http://www.flickr.com/photos/joiseyshowaa<br />Photo: htt...
meeting all regulations<br />
all at a minimal cost and disruption to the public<br />“Cycle lanes are a waste of money”<br />—As reported in Autocar.co...
So, for us, this isn’t only customer service, it’s our job description<br />
Our job duties have evolved over time due to customer input<br />Photo: http://www.flickr.com/photos/kenlund<br />
Communication greases this wheel<br />
It’s been a slow, reactionary process<br />and not viewed as a prime directive<br />
Besides we are facing new challenges from the public. . .<br /><ul><li>More informed
More demanding
More impatient
More income
More requests for funding</li></li></ul><li>Then social media shows up<br />Seen as a curse by some and blessing by others...
Social media is greasing the wheel <br />and once again changing our job description<br />
Providing safe roads in good condition . . . <br />in an open and transparent manner <br />. . . With an acceptable level ...
What’s the big deal?<br />This change is not as easily assimilated as the other changes we experienced over the years—cann...
Instead . . .<br />This change will take place by leveraging Social Media (Communication)<br />. . . but how?<br />
First, what is social media?<br />And, how are others using it?<br />
http://www.twitter.com/TxDOTSanAntonio<br />Road Closures — Twitter<br />
http://www.twitpic.com/photos/CapeTownFreeway<br />Road Closures — Twitpic<br />
“Plowing & Sanding Operations continue on mountain roadways. North end Sunrise Hwy remains closed, chains required elsewhe...
Video<br />http://www.youtube.com/user/FWPublicInformation<br />Projects — YouTube<br />
Blogs<br />http://wsdotblog.blogspot.com<br />Projects — Blogs<br />
Photo<br />Sharing<br />http://www.flickr.com/photos/wsdot<br />Projects — Photosharing<br />
WikiPlanning<br />http://www.wikiplanning.org<br />Planning — Wiki<br />
Serious<br />Games<br />http://vip.townofcary.org<br />Planning — Serious Games<br />
3D Immersive<br />Technology<br />http://www.urbancircus.com.au<br />Planning — 3D Immersive Tech<br />
Augmented<br />Reality<br />http://www.layar.com<br />Planning — Augmented Reality<br />
Learning<br />Management<br />Systems<br />http://www.moodle.org<br />Education — Learning Mgmt Systems<br />
Data<br />Catalogs<br />http://www.data.gov<br />Education — Data Catalogs<br />
Audio<br />Casts<br />http://www.blogtalkradio.com<br />Education — Audio casts<br />
Slide<br />Sharing<br />http://www.slideshare.net<br />Education — Slide casts<br />
Widgets<br />Education — Widgets<br />
Smart<br />Phone<br />Apps<br />Education — Apps<br />
Crowd<br />Sourcing<br />Information<br />http://www.ushahidi.com<br />Emergency Services — Crowdsourcing<br />
Feedback<br />Sites<br />http://www.ideascale.com<br />Citizen Feedback — Ideascale<br />
Embed<br />Google<br />Forms<br />http://docs.google.com<br />Citizen Feedback — Google Forms<br />
311 <br />Sites<br />http://www.seeclickfix.com<br />Work Orders — SeeClickFix<br />
Remember, there be challenges along the way<br />Access to what you need<br />
Finding your voice<br />PRACTICE!<br />
Choosing <br />Your<br />Team<br />
Researching<br />
Setting<br />Goals<br />
Choosing<br />The <br />Right<br />Tools<br />
Setting<br />Policy<br />
Engaging!<br />
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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.

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Successful Citizen Service - This Road's Built for You

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