Rosetta Carrington Lue, Chief CustomerService Officer, City of Philadelphia
 Rosetta Carrington Lue◦ Came to work for City of Philadelphia from private sectorcustomer-service positions◦ Oversaw the...
Goal 5:“Philadelphia government works efficiently andeffectively, with integrity andresponsiveness.”This goal led to the i...
Using the 311 system to drive customer serviceinitiatives…◦ Makes it easier to establish internal/external initiatives◦ Br...
Mayor Nutter’s Goal 5Philly311InternalPhilly311SponsoredProgramsExternalPhilly311SponsoredProgramsInternalInitiativesDrive...
 Neighborhood Liaison Program◦ Launched in 2009◦ Integrated 311 system with the community bytraining residents as part of...
 Citizens Engagement Academy◦ Launched in 2011◦ Connected citizens with city services and localgovernment through educati...
 Customer Service Leadership Academy◦ Launched in 2011◦ Offered a catalog of customer-service based courses tocity employ...
 Managing Director’s Office Customer ServiceOfficers Program◦ Fully established/ implemented in 2012◦ Assigns a customer ...
 Managing Director’s Office Customer ServiceOfficers Program (cont’d)◦ Chief Customer Service Officer provides resources ...
 Philly311 Mobile App◦ Launched in September 2012◦ Created new/exciting way to connect with citygovernment◦ Facilitated f...
 Philly311 Mobile App (cont’d)◦ Created internal and external partnerships withPhilly311◦ Realized over 12,000 downloads◦...
We used the Philly311 system to drivecustomer service initiatives …◦ Branding Philly311 as a hub for customer serviceexcel...
 Follow me at @rosettalue Blog: http://rosettalueblog.wordpress.com/ www.phila.gov/311
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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

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Government Strategic Customer Service Initiatives and Philly311 Contact Center

  1. 1. Rosetta Carrington Lue, Chief CustomerService Officer, City of Philadelphia
  2. 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. 3. Goal 5:“Philadelphia government works efficiently andeffectively, with integrity andresponsiveness.”This goal led to the implementation ofPhilly311 in 2008
  4. 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. 5. Mayor Nutter’s Goal 5Philly311InternalPhilly311SponsoredProgramsExternalPhilly311SponsoredProgramsInternalInitiativesDriven byPhilly311Leaders
  6. 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. 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. 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. 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. 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. 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. 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. 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. 14.  Follow me at @rosettalue Blog: http://rosettalueblog.wordpress.com/ www.phila.gov/311

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