Building Welcoming, Connected, & Innovative Government Customer experience
Leadership…Visionary…Innovative…Results-Driven Customer Experiences
The question of how government can track the success of profitless projects comes into question on a regular basis. It is easy to follow a dollar. Money leaves tracks, but how does local government leverage private practice metrics to better inform future projects and practices? Non-profits use a different measure of value to reflect a …
Continue reading "Return on Investment (ROI) Model in Government – Does It Really Exists? Maybe…"
Dr. Stephen Covey, in his prequel to the “7 Habits of Highly Effective People,” “The 8th Habit: From Effectiveness to Greatness,” outlines the four steps to finding your voice: 1.What are you good at? 2.What do you love doing? 3.What need can you serve? 4. And finally, what is life asking of you? For me, …
Continue reading "Day in the Life of 311 Director Rosetta Carrington Lue"
I was recently asked in an interview with Govloop, a government focused social network and online publication, about how the City of Philadelphia is engaging citizens through digital services. Government is changing, and the conversation is no longer about why we need digital services for engagement initiatives, but how we can use them. The key …
Continue reading "Planning for the Future of Digital Services in Government"
A CRM implementation is more of a cultural change than a technological change. That’s because adopting a new system requires changing habits, and changing habits is hard. It’s hard for those who want to change, let alone those who do not. Most people demand change, but resist it when it comes. Resistance to change is …
Continue reading "8 Tips to Get Your Team Using CRM in 2015 by Michael Hanna"
I found Salesforce Timothy McCormick's blog post on the citizen engagement initiatives within the City of Philadelphia, including the launch of the new 311 non emergency Customer Relationship Management (CRM) software, was on point as it pertains to the growth of excellence citizen engagement and experience in the public sector. Below is an excerpt from …
Continue reading "6 Trends Shaping Government/Citizen Relationships by Timothy McCormick"
I wanted to reblog this post by Tony Consentino, Ventana Research VP and Research Director, because it was very insightful and thought provoking. In summary, when using or talking about big data, one should think of terms "What, So what, Now what & Then what”. Read originally post by clicking this link: Process Trumps Innovation in Business …
Continue reading "Process Trumps Innovation in Business Analytics by Tony Consentino"
Every company, business, and government agency/department should have a set of core values. These core values stand as an ethical code for your work place, and a set of values that your office culture evolves from. For me, and the City of Philadelphia, specifically Managing Director, Richard Negrin, we aim for excellence, passion, engagement, integrity, …
Continue reading "Getting to the Core: Government Customer Service Competencies"
In the past, the City of Philadelphia’s Philly311 TV has focused on the inside of City government; interviewing City employees and officials from behind the scenes. However, in an effort to depart from the traditional idea of customer service excellence in government, I am looking outside of City government for efficient strategies. With this in …
Continue reading "City of Philadelphia & a Local Tech Startup Commonality? Great Customer Service!"
As the City of Philadelphia Chief Customer Service Officer, I was responsible to led a project team to procure and implement a new city wide CRM (Customer Relationship Management) platform for nearly three years now. The platform will improve the City’s ability to communicate with citizens and internal departments, increase employee productivity, as well as, …
Continue reading "Implementing a Government CRM? Toss Out the Playbook!"
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 …
Continue reading "10 Things Revolutionizing Customer Experience in City Government"
Building Welcoming, Connected, & Innovative Government Customer experience 