Government Contact Center Council (G3C) meeting, June 12, 2014 Rosetta Lue City of Philadelphia, Office of the Managing Director’s Chief Customer Service Officer

1. Rosetta Lue
City of Philadelphia
Office of the Managing Director’s Chief Customer Service Officer
Collecting Customer Experience Data

2. Rosetta Carrington Lue
@RosettaLue
 Career Background
̶ Public & Private Sector experience
 Public Sector – PURPOSE
 Person Mission - Oath of the Athenian
̶ I will transmit this City not only not less, but greater, better and
more beautiful than it was transmitted to me.
 Office of the Managing Director, Richard Negrin, Esq.
“Set the standard for excellence in government operations, built on
best practices and innovative thinking, that enhances the
operations of City Government and positively impact the citizens of
Philadelphia.”
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3. Philly311 Quick Facts
 Philadelphia is the nation’s 5th
largest
city with 1.5 million residents.
 Philly311 receives an average of 1.2
million calls each year.
 Philly311 takes a multichannel
approach: phone; website; email; walk-
in center; mobile app; Facebook;
Twitter; and mail.
 Philly311 also has a community
engagement effort, the Philly311
Neighborhood Liaison Program
 Philly311 is currently implementing a
Salesforce CRM system.
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4. What are you doing to measure the
customer experience at your contact
center and at your agency?
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5. What are you
doing to measure
the customer
experience at your
contact center and
at your agency?

6. What are you doing to measure the
customer experience at your contact
center and at your agency?
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7. Utilizing a Work Experience Program
(cont’d)
• Philly311 partnered with a Fortune 500
company (pro-bono) to develop an
effective customer satisfaction survey.
• Customer satisfaction surveyors were
given formal training to familiarize
them with Philly311’s services, the data
collection processes, and why their
role is critical to our success.
• Surveyors were provided with a list of
anonymous customers who contacted
Philly311 within the last 24 hours and
authorized the use of their number for
a customer satisfaction survey.
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8. Customer Satisfaction Survey
1. Did the agent explain the process for resolving
your issues or concerns?
2. Did the agent have access to the necessary
information to meet your request?
3. Was your call (or e-mail, or visit) handled in a
timely manner?
4. Were you satisfied with the service you
received from Contact Center?
5. Would you like to provide any additional
feedback about your experience with the
contact center?
6. Would you like to provide your name, phone
number or e-mail address, if you would like to
be contacted. 8

9. How are you using
results from
customer
satisfaction
surveys?

10. How are you using results from
customer satisfaction surveys?
 Customer satisfaction results are entered into a centralized
database.
 Data is shared with team supervisors on a daily basis.
 Previous day’s average is displayed on reader boards throughout
the contact center.
 Monthly and quarterly customer satisfaction reports are shared
with senior leadership and posted on the contact center’s bulletin
board.
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11. What impact
has it had on
your
program?

12. What impact has it had on your
program?
 Customer satisfaction surveys provide agents with day-to-day
feedback on performance.
 Surveys provide Philly311 with the opportunity to correct bad
customer experiences.
̶ When customers report a negative experience, surveyors re-direct
them to a contact center supervisor to resolve the issue.
 The data has improved Philly311’s technology and business
processes, external communication, and service offerings.
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13. Three
takeaways to
put into
action

14. Three takeaways to put into action
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1. Partner with outside organizations to develop resources
and a workforce to implement a low-cost customer
experience measurement program. Also consider
monitoring social media data.
2. Share day-to-day data with frontline employees and
supervisors; Share high-level data with senior
management.
3. If possible, build-in a process to resolve bad customer
experiences.

15. Any
Questions?
Philly311
@Philly311
PhillyInnovates.com
Philly311

16. Contact Information
Rosetta Carrington Lue
MDO Chief Customer Officer & 311 Contact Center Director
@RosettaLue@phila.gov
Rosetta.Lue@phila.gov
215-683-0876
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