10 Things Revolutionizing Customer Experience in City Government


As the year 2014 closed, I can’t help but to reflect on all that the City of Philadelphia has accomplished in the past year. With the implementation of a new Salesforce customer relationship management system (CRM), new partnerships, and program expansion, it has been a long year. It has also been a year that has brought us at the City’s 311 Contact Center closer to fully realizing our big goals. We are on the cusp of a movement. We are aggressively steering away from what traditional government has been, revamping our customer service strategy, and leading the nation with an innovative approach. By incorporating private sector methods, and platforms, to better our customer experience, we have been working to revolutionize the way government operates.

Here are a few things that are changing city government, and in a very big way.

1. The Customer. Understanding that the citizen is our customer, and using those terms as synonyms, has reoriented our general framework. Our customers are unique because they are citizens! The citizens’ customer experience expands beyond providing city services. Every improvement we make for our customer affects their quality of life.

2. Executive sponsorship from the City’s Mayor and Administration. Having people who share your desire to create a city environment of customer excellence, has been imperative to the process.

3. Citywide Senior Leadership follows suit in understanding and supporting our movement towards a progressive and transparent city government. Support from senior leadership influences and facilitates change in every step of the journey. These folks are more than okaying improvements, they are standing by them, and pushing them to the next level.

4. The City’s Customer Experience strategic goal: “Government Efficiency and Effectiveness.” A focus on efficiency and effectiveness is imperative for city government, and the Mayor’s goal is a constant reminder of what type of experience we should be crafting for our customers. Keeping this in mind, sets a mindset of progress.

5. The Innovation Lab meeting space. The Innovation Lab encourages creativity and gives us a designated space for our citizens to generate new ideas. The Lab is another extension of how the city is bringing the customer further into the conversation, and also helping them lead the conversation.

6. The Neighborhood Liaison Community Engagement Program. A community engagement program is just one example of programming that we have implemented to give our customers self sustainable tools. In the last year the program has doubled in size from 600 to 1,200 contributors. This increase demonstrates an increase in trust towards city government. Citizens are seeing results and relying on us more and more.

7. Having a Staff that Cares. Public servants should always there for the citizens, and realize that they are a direct reflection of the city they work for and love. Understanding our common objective, fosters a motivated and caring internal environment.

8. Customer Service Officers. Customer service is no longer limited to City Hall. With people like Customer Service Officers, we are out in the internal city agencies and departments and impacting people where it counts.

9. Partnering In and outside of the City. Especially with the implementation of the new customer relationship management system (CRM), private partners have played a significant role in helping us move towards our goals this year.

10. Taking Notes from business and tech communities. Paying attention to what private sector companies are doing, and translating them into our own practices, sets us a head of the curve.

The list could easily go on, and will as 2015 unfolds. I am excited about the future and so are the citizens.

Tell me what’s changing your industry and what you look forward to in the New Year.

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