successful citizen service - this road's built for you
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Successful Citizen Service
This Road’s Built for You
Photo: http://www.flickr.com/photos/dougtone
Pam Broviak, P.E. City Engineer/Assistant Director of Public Works City of Geneva, IL
Co-founder of several online groups: MuniGov, Be2Camp, Public Works GroupManager of Grid Works, online magazine, & GovGrid, virtual grid for govt.
Introductions
What does Customer Service Mean
To Us?
Providing safe roads in good
condition
Photo: http://www.flickr.com/photos/ocean_of_stars
With an acceptable level
of service Photo: http://www.flickr.com/photos/fontfont
And minimal impact to the environment
Photo: http://www.flickr.com/photos/lanzen
Photo: http://www.flickr.com/photos/dougbeckers
while allowing for alternate modes of transportation
Photo: http://www.flickr.com/photos/joiseyshowaa
Photo: http://www.flickr.com/photos/oedipusphinx
meeting all regulations
all at a minimal cost and disruption to the public
“Diverging diamond improves traffic flow, saves money”—As reported in The Daily Times on 2010-12-20
“Cycle lanes are a waste of money”—As reported in Autocar.co.uk on 2011-02-23
So, for us, this isn’t only customer service, it’s our
job description
Our job duties have evolved over time due to customer
input
Photo: http://www.flickr.com/photos/kenlund
Communication greases this wheel
CitizensTransportation Industry
It’s been a slow, reactionary process
and not viewed as a prime directive
Besides we are facing new challenges from the public. . .
•More informed•More demanding•More impatient•More income•More requests for funding
Then social media shows up
Seen as a curse by some and blessing by others
Social media is
greasing the wheel
and once again changing our job description
Providing safe roads in good condition . . .
in an open and transparent manner
. . . With an acceptable level of service . . .
This change is not as easily assimilated as the other changes we experienced over the years—cannot be accomplished through design
What’s the big deal?
This change will take place by leveraging Social Media (Communication)
Instead . . .
. . . but how?
First, what is social media?
And, how are others using it?
http://www.twitter.com/TxDOTSanAntonio
Road Closures — Twitter
http://www.twitpic.com/photos/CapeTownFreeway
Road Closures — Twitpic
http://www.facebook.com/pages/SDCountyDPW
Road Closures — Facebook
“Plowing & Sanding Operations continue on mountain roadways. North end Sunrise Hwy remains closed, chains required elsewhere. Chains also required on Palomar Mtn, Montezuma Valley Rd, San Felipe. Complete rundown at http://sdcdpw.org/emergency”
http://www.youtube.com/user/FWPublicInformation
Projects — YouTube
Video
http://wsdotblog.blogspot.com
Projects — Blogs
Blogs
http://www.flickr.com/photos/wsdot
Projects — Photosharing
PhotoSharing
Planning — 3D Immersive Tech
3D ImmersiveTechnology
http://www.urbancircus.com.au
Education — Learning Mgmt Systems
LearningManagement
Systems
http://www.moodle.org
Education — Widgets
Widgets
Education — Apps
SmartPhoneApps
Emergency Services — Crowdsourcing
CrowdSourcing
Information
http://www.ushahidi.com
Remember, there be challenges along the way
Access to what you
need
Finding your voice
PRACTICE!
Choosing YourTeam
Researching
SettingGoals
ChoosingThe RightTools
SettingPolicy
Engaging!
Sharing Your Ideas,
Success, and even
Failures
RESOURCES:http://www.publicworksgroup.com
http://www.munigov.org
Thank You! Questions?
Contact Information:
Pam Broviak, PECity of Genevapbroviak@geneva.il.us
Public Works Grouppwg@publicworksgroup.com
Twitter: http://www.twitter.com/pbroviakLinkedIn: http://www.linkedin.com/in/pbroviakSkype: Pam.BroviakSlides at: http://www.slideshare.net/publicworksgroup
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