Government Strategic Customer Service Initiatives and Philly311 Contact Center
-
Upload
rosetta-lue -
Category
Business
-
view
405 -
download
2
description
Transcript of 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