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Government Strategic Customer Service Initiatives and Philly311 Contact Center
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Government Strategic Customer Service Initiatives and Philly311 Contact Center

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Case study outlining strategic customer service initiatives, outcomes, and performance for the City of Philadelphia and Philly311 contact center

Case study outlining strategic customer service initiatives, outcomes, and performance for the City of Philadelphia and Philly311 contact center

Published in Business , Education
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  • 1. Rosetta Carrington Lue, Chief CustomerService Officer, City of Philadelphia
  • 2.  Rosetta Carrington Lue◦ Came to work for City of Philadelphia from private sectorcustomer-service positions◦ Oversaw the implementation of the Philly311 Non-Emergency Contact Center in 2008◦ Appointed Chief Customer Service Officer BY ManagingDirector in 2011◦ Implemented the MDO Customer Service Officer’sProgram in 2012
  • 3. Goal 5:“Philadelphia government works efficiently andeffectively, with integrity andresponsiveness.”This goal led to the implementation ofPhilly311 in 2008
  • 4. Using the 311 system to drive customer serviceinitiatives…◦ Makes it easier to establish internal/external initiatives◦ Brands 311 service as a hub for customer serviceexcellence◦ Brands 311 service leaders as customer service experts◦ Markets 311 service through variety of channels,ultimately drives more traffic
  • 5. Mayor Nutter’s Goal 5Philly311InternalPhilly311SponsoredProgramsExternalPhilly311SponsoredProgramsInternalInitiativesDriven byPhilly311Leaders
  • 6.  Neighborhood Liaison Program◦ Launched in 2009◦ Integrated 311 system with the community bytraining residents as part of the Philly311 team◦ Helped spread the word about Philly311 throughliaisons◦ Trained over 600 volunteers since implementation
  • 7.  Citizens Engagement Academy◦ Launched in 2011◦ Connected citizens with city services and localgovernment through education◦ Allowed citizens to hear presentations aboutvarious city functions directly from city officials
  • 8.  Customer Service Leadership Academy◦ Launched in 2011◦ Offered a catalog of customer-service based courses tocity employees◦ Majority of classes taught by Philly311 staff members◦ Has seen over 1,400 participants*No other training program like this in the Philadelphiacity government
  • 9.  Managing Director’s Office Customer ServiceOfficers Program◦ Fully established/ implemented in 2012◦ Assigns a customer service officer for eachadministrative department◦ CSO’s meet with Chief Customer Service Officer toestablish specific customer service visionstatements, guiding principles, practices, goals andways to measure success
  • 10.  Managing Director’s Office Customer ServiceOfficers Program (cont’d)◦ Chief Customer Service Officer provides resources to theCSO’s through regular meetings, individual sessions andexternal partnerships/presentations◦ Customer service is measured using the BaldridgeApproach and other metrics specific to the department◦ CSO’s are held accountable for metrics and are expectedto answer to customer-service related questions atquarterly performance management meetings
  • 11.  Philly311 Mobile App◦ Launched in September 2012◦ Created new/exciting way to connect with citygovernment◦ Facilitated fast, flexible way for city government toprovide information Hurricane FAQs; Election Day widget; License andInspections widget; Code Blue widget 33rd most downloaded in app store during Monday ofHurricane Sandy
  • 12.  Philly311 Mobile App (cont’d)◦ Created internal and external partnerships withPhilly311◦ Realized over 12,000 downloads◦ Received City Paper’s Big Vision Award in December2012
  • 13. We used the Philly311 system to drivecustomer service initiatives …◦ Branding Philly311 as a hub for customer serviceexcellence◦ Branding Philly311 leaders as customer serviceexperts◦ Marketed Philly311 service through variety ofchannels, ultimately drives more traffic
  • 14.  Follow me at @rosettalue Blog: http://rosettalueblog.wordpress.com/ www.phila.gov/311