creating a center of excellence philly311
DESCRIPTION
This presentation describes a high level process to building a 311 government contact center.TRANSCRIPT
311 Contact Center Creating A Center of Excellence
Rosetta Carrington Lue
Deputy Managing Director
311 Contact Center
Provide the public with quick, easy
access to all City of Philadelphia
government services and information
while maintaining the highest possible
level of customer service.
Assist agencies and departments
improve service delivery by allowing them
to focus on their core missions and
manage their workload efficiently.
Provide recommendation into ways to
improve City government through
accurate, consistent measurement and
analysis of service delivery citywide
Mission Statement
Why 3-1-1
Trend in
Government
Customer Service
Excellence and
Accountability
• Interactions will be as seamless as possible
• Information will flow across organizational boundaries
• Transactions will be fast and efficient
• Graceful hand-offs across channels
• Constituents will experience common delivery approaches (look and feel, infrastructure, components)
• Service cycle time will be reduced
Centralization of Multiple Customer Service
Departments – Benefits
• City Government will be accountable to citizen needs
(quality, timeliness, security) • Duplication of effort will be eliminated • Self-service will be offered as widely as possible • Citizens who need greater assistance will receive it • Knowledge of and compliance with rules/regulations will increase as a result of easier access • Geographic-independent service Service costs will decline
Centralization of Multiple Customer Service
Departments – Benefits
What is a PerformanceManagement System?
City’s Annual Budget
Programs and
Actions to Achieve Results
Performance Monitoring &
Reporting
Citizen & Employee Feedback
5-Year Financial & Strategic Plan
(Results & Measures)
• Budgeting is focused on
results
• Town meetings, public hearings
• Citizen and customer surveys
• Focus groups
• 311 Contact Center
•PhillyStat
• Result focused planning and
implementation
• Cross-departmental collaboration
311 Contact CenterGeneral City Information
January – March 2010
SnowRelated
Courtroom/Judge Info
Police District Info
ParkingInfo
TrashDay
RealEstate Tax
CityCouncil
PrisonInfo
Deeds Probation
First Quarter 2010 6455 5,547 4,213 2,905 2,648 2,252 1,752 1,544 1,419 1,530
General Info % 5% 5% 4% 2% 2% 2% 1% 1% 1% 1%
6455
5,547
4,213
2,905 2,648
2,252
1,752 1,544 1,419 1,530
5%5%
4%2% 2% 2% 1% 1% 1% 1%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
0
1000
2000
3000
4000
5000
6000
7000
311 Contact CenterService RequestsJanuary – March 2010
Rubbish Collection
SaltingMaintenance Residential
Street Lt.Outage
Abandoned Auto
ShovelingVacantHouse
Illegal Dumping
PotholeBuilding
Dangerous
First Quarter 2010 3,074 2,515 2,087 1,506 1,292 1,106 780 758 677 584
Service Request % 14% 12% 10% 7% 6% 5% 4% 4% 3% 3%
3,074
2,515
2,087
1,506
1,292
1,106
780 758 677
584 14%
12% 10%7% 6% 5% 4% 4% 3% 3%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
-
500
1,000
1,500
2,000
2,500
3,000
3,500
PhillyStat:
Performance Data
There are high incidences of litter in our 9 targeted police districts
Community Engagement
• 311 Neighborhood Liaison Program Recruiting a volunteer to serve as your association's Philly311 Neighborhoods
Association Liaison could be the answer!
Private Sector Partnership
Police Service Area Initiative (PSA)
Phase I – 3-1-1 Contact Center Launch (Completed)
Public Launch - December 31, 2008
Directory Assistance
General Information
Service Requests
Consolidation of Customer Service Depts.
Phase II – Technology Upgrade Expansion System (Pending)
Citizen Relationship Management (CRM)
Implementation
Call Center Telephony
Phase III – Full System Integration (Pending)
Phase IV – Continuous Improvement (Pending)
Next Steps – Work In Progress
