government strategic customer service initiatives and philly311 contact center
DESCRIPTION
Case study outlining strategic customer service initiatives, outcomes, and performance for the City of Philadelphia and Philly311 contact centerTRANSCRIPT
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