government strategic customer service initiatives and philly311 contact center

Rosetta Carrington Lue, Chief Customer Service Officer, City of Philadelphia

Rosetta Carrington Lue

◦ Came to work for City of Philadelphia from private sector customer-service positions

◦ Oversaw the implementation of the Philly311 Non-Emergency Contact Center in 2008

◦ Appointed Chief Customer Service Officer BY Managing Director in 2011

◦ Implemented the MDO Customer Service Officer’s Program in 2012

Goal 5:

“Philadelphia government works efficiently and effectively, with integrity and

responsiveness.”

This goal led to the implementation of Philly311 in 2008

Using the 311 system to drive customer service initiatives… ◦ Makes it easier to establish internal/external initiatives

◦ Brands 311 service as a hub for customer service excellence

◦ Brands 311 service leaders as customer service experts

◦ Markets 311 service through variety of channels, ultimately drives more traffic

Mayor Nutter’s Goal 5

Philly311

Internal Philly311

Sponsored Programs

External Philly311

Sponsored Programs

Internal Initiatives Driven by Philly311 Leaders

Neighborhood Liaison Program

◦ Launched in 2009

◦ Integrated 311 system with the community by training residents as part of the Philly311 team

◦ Helped spread the word about Philly311 through liaisons

◦ Trained over 600 volunteers since implementation

Citizens Engagement Academy

◦ Launched in 2011

◦ Connected citizens with city services and local government through education

◦ Allowed citizens to hear presentations about various city functions directly from city officials

Customer Service Leadership Academy

◦ Launched in 2011

◦ Offered a catalog of customer-service based courses to city employees

◦ Majority of classes taught by Philly311 staff members

◦ Has seen over 1,400 participants *No other training program like this in the Philadelphia

city government

Managing Director’s Office Customer Service Officers Program

◦ Fully established/ implemented in 2012

◦ Assigns a customer service officer for each

administrative department

◦ CSO’s meet with Chief Customer Service Officer to establish specific customer service vision statements, guiding principles, practices, goals and ways to measure success

Managing Director’s Office Customer Service Officers Program (cont’d)

◦ Chief Customer Service Officer provides resources to the CSO’s through regular meetings, individual sessions and external partnerships/presentations

◦ Customer service is measured using the Baldridge Approach and other metrics specific to the department

◦ CSO’s are held accountable for metrics and are expected to answer to customer-service related questions at quarterly performance management meetings

Philly311 Mobile App ◦ Launched in September 2012

◦ Created new/exciting way to connect with city

government

◦ Facilitated fast, flexible way for city government to provide information Hurricane FAQs; Election Day widget; License and

Inspections widget; Code Blue widget

33rd most downloaded in app store during Monday of Hurricane Sandy

Philly311 Mobile App (cont’d)

◦ Created internal and external partnerships with Philly311

◦ Realized over 12,000 downloads

◦ Received City Paper’s Big Vision Award in December 2012

We used the Philly311 system to drive customer service initiatives …

◦ Branding Philly311 as a hub for customer service excellence

◦ Branding Philly311 leaders as customer service experts

◦ Marketed Philly311 service through variety of channels, ultimately drives more traffic

Follow me at @rosettalue

Blog: http://rosettalueblog.wordpress.com/

www.phila.gov/311