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

1. Rosetta Carrington Lue, Chief Customer
Service Officer, City of Philadelphia

2.  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

3. Goal 5:
“Philadelphia government works efficiently and
effectively, with integrity and
responsiveness.”
This goal led to the implementation of
Philly311 in 2008

4. 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

5. Mayor Nutter’s Goal 5
Philly311
Internal
Philly311
Sponsored
Programs
External
Philly311
Sponsored
Programs
Internal
Initiatives
Driven by
Philly311
Leaders

6.  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

7.  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

8.  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

9.  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

10.  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

11.  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

12.  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

13. 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

14.  Follow me at @rosettalue
 Blog: http://rosettalueblog.wordpress.com/
 www.phila.gov/311