Rosetta Lue, Chief Customer Service Officer & 311 Contact Center Operations Director, City of Philadelphia sat down with Argyle to discuss the in’s and out’s of running customer service for a city.
In today’s society, how do you create a connected city?
There are multiple levels to creating a truly connected city. We are working through public private partnerships to leverage technology and all available resources to make our services innovative, accessible, more efficient, and adaptable based on customer needs.
Another element of a connected city is that city departments can talk to each other easily and effectively to provide high quality service to our citizens. In our newly upgraded Customer Relationship Management solution, City agencies are better able to work together, with real-time information updates, creating more accountability and increasing the completion rate of service requests and customer satisfaction.
How have you expanded customer service into the community?
The design of our digital service platform is entirely based on our customers. In order to improve customer service in the City of Philadelphia we identify and engage with our target audience, establish a strategic plan, listen to the community’s feedback, and adjust our process accordingly.
In the same spirit, we have community engagement programs that operate in the community, like the Neighborhood Liaison Program. The Neighborhood Liaison Program, a community empowerment program within Philly311, we are able to encourage citizens to utilize 311’s services while educating them on how to get the most out of our system they in turn share that information with their neighbors, family and friends. With this program, we can connect influencers with each other through trainings and workshops. The Neighborhood Liaison program empowers citizens with tools to interact with their government and get problems resolved.
"We are working through public private partnerships to leverage technology and all available resources to make our services innovative, accessible, more efficient, and adaptable based on customer needs."
When it comes to customer service initiatives, why it is important to have them?
In city government, we understand that the citizen is our customer, and using those terms as synonyms, have reoriented our overall framework. The citizens’ customer experience expands beyond providing city services, it is about how they feel from the time they submit a request to the time that request has been completed.
Customer experience is frequently lumped in with customer service; (though it is the foundation of it) customer experience is the long game. Customer experience is the total experience, and every interaction the customer has with the supplier. As a city contact center, customer experience becomes all encompassing. The citizen’s experience often goes hand in hand with their experience with all city services and not just the call center itself. Every improvement we make for our customer affects their quality of life.
What are important things to consider when building partnerships?
Especially with the implementation of the new customer management system, our partners have played a significant role in helping us move towards our goals this year. Government has limited resources, which is why partnerships are so important. When working with external organizations it is important to keep in mind that organizations mission and goals and make sure it aligns with our own. We try to identify and respond to the needs of the groups we work with and value its input in planning and decision-making.
For both partners and customers, we focus on transparency, efficiency and effectiveness – a top priority of Mayor Nutter and his administration. It is an important aspect of why we want to provide the highest quality customer experience possible.
"Customer experience is frequently lumped in with customer service; (though it is the foundation of it) customer experience is the long game. "
How has the government effectively used social media in emergencies?
Every day we at Philly 311 have a duty to provide citizens with factual information and critical answers about City services, but when the City is facing a crisis, the importance of that information is magnified. Citizens look to the City for guidance, and we provide it. One of the most efficient ways to do this is through our social media channels.
One example is snow emergencies. During major snow events the contact center often remains open 24-7 to handle in high call volume. 311 uses social media to answer frequently asked questions, providing citizens with relevant information before they ask for it. We know the information citizens need during these types of emergencies, for example, we have seen from experience that they want to know about parking, street cleaning, and trash collection. This information is easy to share on our social media, and through our social media working groups we are able to multiply the potential audience reached with this information by coordinating strategic and intentional messages so citizens know how to react in these situations without submitting information requests.
Hurricane Sandy is another example of an emergency situation that we were able to respond to effectively. In Philadelphia during Hurricane Sandy, public transportation was shut down, Philadelphia International airport suspended flights, and all major highways were closed. At Philly311, we had a plan ahead of time. Working with city departments, such as the Office of Emergency Management, we were able to collect data and stay up-to-date on the progress of the storm. We established a strategy ahead of time and were prepared to deliver accurate information through multiple channels, including our social media accounts.
Do you have any last thoughts that you would like to share?
One of our goals is to reach and engage our citizens on channels they are comfortable using. The Philly311 app makes our services more accessible to diverse audiences. Research by the PEW Foundation and others, suggests that many low income citizens do not have internet access in their home but do have internet on their smart phones. We want everyone to be able to use 311, which is why we have so many channels, including the call-in and walk-in centers for more tradition communications. We also provide language services in 17 different languages on the app, which increases accessibility. We want to make sure that all citizens have positive and productive interactions with local government.
Rosetta Carrington Lue was appointed by City of Philadelphia Mayor Michael A. Nutter as a Deputy Managing Director / 311 Contact Center Director in 2008 to oversee the implementation of the City's 311 non-emergency contact center (Philly311) and government customer experience social media strategic plan.
She currently serves as the City's first Chief Customer Service Officer and Senior Advisor for the Office of the Managing Director. Rosetta was recently appointed as the City's 311 CRM Project Executive to oversee the implementation of the Salesforce.com platform which will serve 28,000 employees and 1.5 million residents.
Rosetta also oversees the City of Philadelphia Managing Director's Office social media and community engagement channel strategies. The Office of the Managing Director is comprised of the Office of Innovation and Technology, Fleet, Office of Human Resources, Procurement, 311 Contact Center, PhillyRising Collaborative, and Public Property.
Rosetta is a highly sought after keynote and panelist speaker in her field of Government Customer Experience, Community Engagement, and Social Media Strategies. She was named a 2013 Top 100 Huffington Post Customer Service Pro (only public sector leader on list), honored as a Philadelphia Business Journal Woman of Influence (only public sector leader on list), selected to moderated or be the keynote speaker at numerous conferences, and awarded several national recognition for her visionary leadership in driving customer service excellence throughout her career.
Rosetta graduated with a B.S. in Finance and a MBA degree in Business Administration, in addition to an Executive Leadership certification from University of Virginia, Darden School of Business. Based on a national search, she was selected as a 2014 American Heart Association Go Red for Women National Spokesperson and currently serve on the Board of Directors of the Southeastern Region American Heart Association.
You can find Rosetta on twitter @rosettalue.