Philly311 received an Excellence in IT award from Government Computer News for its new cloud-based customer relationship management solution. The new system expanded access to city services through various channels like phone, internet, mobile app, and social media. It also integrated information from different channels into the CRM. The solution allows Philadelphia residents to request non-emergency assistance from city agencies through their preferred channel. Users can attach photos to provide more details, leading to more efficient responses. Residents receive real-time status updates on their service requests. The award recognized Philly311's success in improving access and transparency for citizens, businesses, and visitors.

1. Media Release For Immediate Release
Philly311 Receives Excellence in IT award for
New Customer Relationship Management Solution
Philadelphia, PA., August 27, 2015 – Philly311’s customer relationship management (CRM)
project was selected for a Government Computer News (GCN) Award honoring public sector IT
innovation. GCN selected Philly311 for the award based on its success implementing a cloud-
based customer relationship management solution that expands citizen access to city services
over a range of communications channels.
“The City of Philadelphia is dedicated to fostering a city-wide culture of innovation. Our robust
CRM solution is one of many ways that we work to respond to the needs of our citizens and
make Philadelphia a more connected, welcoming, world-class city,” said Rich Negrin, Managing
Director for the City of Philadelphia. “I am proud of the team for doing such an outstanding job
with the implementation and public roll-out of the new Philly311 customer management
system.”
Launched in December 2015, the new system is a more flexible and robust cloud-based CRM
solution. The system increases access to city services via telephone, Internet, the Philly311
mobile app, and social media (Facebook and Twitter,) and integrates information from each
channel into our CRM. Philadelphia residents can use their smart phones, social media, or any
other channel they prefer to request non-emergency assistance from city agencies. Users can
attach photos to their requests to give city workers additional information, resulting in more
efficient responses to service requests. The public receives real-time status updates on the
progress of their requests or requests in their neighborhood.
“The City of Philadelphia constantly strives to improve services so all citizens have easy, direct,
and transparent access to their government,” said Rosetta Carrington Lue, Chief Customer
Service Officer for Philadelphia. “We are honored to be recognized by GCN for our customer
relationship management solution, which allows us to better serve the citizens, business, and
visitors that rely on us. Our new CRM will help us continue to meet our customers’ needs across
multiple channels and without interruption. We want to thank all of our staff, contractors, and
partners who have helped make Philly311 such a success.”
Paul McCloskey, senior editor at GCN, wrote “Philadelphia’s 311 solution is not an everyday
customer relationship management system. Philly311 expands citizen access to services via an
‘omni-channel’ of telephone, mobile and social media. In turn, the CRM platform generates data
to give city agencies and service department’s digital feedback, including data for budget
allocations and requests for staff and equipment increases.”

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For more information visit us online: http://www.phila.gov/311/
Read the Managing Director’s blog: www.phillyinnovates.com
Followus on social media: @Philly311 and www.facebook.com/philly311
Press contact:
Gabriela Raczka
Director of Communications for Customer Service
Office of the Managing Director
City of Philadelphia
Cell: 267-239-1308