Best practices for leveraging private and public sector resources to maximize operational efficiencies.

1. Leveraging Partnerships with the
Private Sector to Improve Operations
Rosetta Carrington Lue
Deputy Managing Director – 311 Contact Center
City of Philadelphia
GOVERNMENT CONTACT CENTER SUMMIT – December 7, 2010

2. Talking Points
• Building a Business
Case
• Best Practice
Strategies
• Philly311 Case
Studies
• Open Discussions

3. Private Sector Partnerships
Why Partnerships Fail Anchor Adoption Pillars of Success
Declaring victory too soon Renew sense of
urgency
Not systematically planning for and
Execution Implementation
creating short-term wins Planning
Not removing the new obstacles
Leverage Governance
Under-communicating the vision Governance Processes
by a factor of ten
Build a framework for
tomorrow (Holistic)
Lacking a vision Roadmap
Understand Current
State
Get a committed
Not creating a powerful
executive sponsor
enough guiding coalition
Foundation
Not establishing a great Create a solid business
enough sense of urgency case
“Why Transformations Fail,” John P. Kotter, Harvard Business
Review, April 1995

4. Best Practices Strategies
“Fund Your Operations Without Increasing Your Budget “
• Create a Public Sector
Outreach Board and
Subcommittees
• Create an Contact Center
Operations Advisory Board
• Share Success

5. Private Sector Outreach Board
Best Practice Strategies
• Create A Public Sector Outreach
Board
– Forum of members from the public
and private sectors
– Exchange perspectives on the vital
development forces that shape our
region
– Share experiences on the
implementation of best practices
– Promote public-private collaboration
and partnerships in the region
• Appointed by Mayor and/or CEO
• Key Stakeholders in the
Community

6. Contact Center Operations
Advisory Board
Best Practice Strategies
• Have A Strategic Vision
• Know Your Key
Stakeholders
• Appoint Members to the
Board
• Conduct Regular Meetings
• Communicate Success

7. Share Success
Best Practice Strategies
• Communicate joint
partnership
accomplishments
• Allow name placement on
product or service
• Recognize partnerships at
every opportunity

8. Philly311 Operations – BEFORE
• Launched in 2009
• Budgetary Cuts
• Augmented Staffing Plan
• Only two (2) with call
center management
background

9. Philly311 Operations - AFTER
• One-year later
• Numerous awards and
national recognitions
• Increased Customer
Satisfactions ratings with
budgetary cutbacks
• Relies and Promote Private
Sector Partnership

10. Philly311 – Partnership Ventures
• Independence Blue Cross –
Six Month Partnership for
Loaned Experience Agents
• Philadelphia Workforce
Development Corporation
– Free Labor for Quality
Assurance Surveyors,
Administrative Assistance,
etc.

11. Philly311 – Partnership Ventures
•United Parcel Services
(UPS) – Customer
Satisfaction Survey
Program Advisory
Assistance

12. Private Sector Partners - Coming To Your Rescue!!!
• Be Strategic In Your Thinking
• Project Success – People Attach Themselves To “Winners”
• Create A Sense Of Urgency
• Think Outside of the Box – Creative Problem Solving
• Make It Easy For Private Sector Partners To Work With You
• Communicate Operational Quick Wins
• Ask For Help At Every Opportunity

13. Thank You
Rosetta Carrington Lue
Deputy Managing Director – 311 Contact Center
rosetta.c.lue@phila.gov
215-686-3640