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

Rosetta Carrington Lue

◦ Came to work for the 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 the 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 Philly311 to drive engaging customer service initiatives…

◦ Made it easier to establish internal/external initiatives

◦ Branded Philly311 as a hub for customer service

excellence

◦ Branded Philly311 service leaders as customer service experts

◦ Marketed Philly311 through a variety of channels, ultimately driving 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

◦ Provided a forum for citizens to directly address city officials with concerns

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

◦ Trained over 1,400 participants *No other training program like this has existed 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, practices, goals and ways to measure success

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

◦ Chief Customer Service Officer provides resources to 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 customer service related questions at quarterly performance management meetings

Philly311 Mobile App

◦ Launched in September 2012

◦ Created a new/exciting way to connect with city government

◦ Facilitated a 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

Innovative Social Media Strategies

◦ Twitter and Facebook 311 agent oversees Philly311 Twitter and Facebook pushing

out information, responding to questions and directly entering service requests using a “tweet” or “comment” as a point of communication

As a result, residents, journalists and city officials use Philly311 Twitter handle as another communication channel with Philly311

Philly311 Twitter has over 6,000 followers

Philly311 Facebook has over 1,600 likes

Innovative Social Media Strategies (Twitter)

Innovative Social Media Strategies

◦ Blogging

Philly311 shares weekly stories (highlighting community heroes, staff or innovations/accomplishments) and 311 tips

◦ YouTube

Philly311 YouTube account shares 311’s stories, announcements and customer testimonials

Youth Neighborhood Liaison Program ◦ Launches in Summer of 2013

◦ Engages youth through the use of Philly311 Mobile App to

utilize city services

◦ Philly311 representatives will visit community centers/ youth meetings with mobile devices to lead “walk-a-bouts” where groups walk through neighborhoods and enter graffiti, potholes and abandoned lots requests through the mobile app

◦ Uses incentives such as meetings with Council members, police ride-a-longs, internships and prizes as incentives to enter service requests

Philly311 on Channel 64 Television

◦ Premiering in May 2013

◦ Using TV as a medium for customer service

◦ Hosted by Rosetta Carrington Lue, show features commissioners and department heads answering questions about city services

◦ Questions are made up of FAQs received by 311 and “mail-in” gathered through social media or the walk-in center

We used Philly311 to drive engaging customer service initiatives …

◦ Creating a multichannel approach to customer service

◦ Branding Philly311 as a hub for customer service excellence

◦ Branding Philly311 leaders as customer service experts

◦ Marketing Philly311 service through a variety of channels, ultimately driving more traffic

Rosetta Carrington Lue

Twitter: @Rosettalue