Is Your Government Contact Center ISO Certified? Why Not!

Get your government contact center a prestigious designation with the ISO 18295 certification. Read More

Using Human Centered Design for Government Digital Transformation

Using Human Centered Design to Improve Government Digital Customer Experiences Read More

Celebrating 311 Day in Government

In 2002, the City of Baltimore, led by Director Lisa N Allen, was the first city in the country to launch 311 as an intake center for all service request and requests for general information from citizens and visitors. Over the years, many cities and counties have modeled Baltimore’s 311 and have implemented 311 call… Read More

VA Contact Center Modernization Initiative – MyVA311 Launched!

On Veteran’s Day 2016, VA launched the MyVA311 telephone platform: A unified and centralized enterprise wide approach that Veterans can use to easily find information via telephone. Read More

Here We Grow! City of Philadelphia @Philly311 Receives 2015 CRM Excellence Award

Congratulations to the City of Philadelphia Philly311 Contact Center for being awarded the 2015 CRM Excellence Award. Thanks to the great staff at Philly311 who continues to set the bar for customer service excellence at a high level in local government. “The 2015 CRM Excellence Award winners have been chosen on the basis of their… Read More

Former 311 Executive Appointed as 1st State of NY Customer Experience Director

I was very excited to learn a NYC311 executive recently landed a critical role to lead the customer experience for the Governor of New York Andrew M. Cuomo. This cabinet level appointment continues to solidify the movement across all levels of government to engage, connect, and continue to improve the customer experience interactions. Let’s give… Read More

How to Modernize Government Using Open Data Sources

In a previous blog post about modernizing government, I talked about why open data matters, and how it can be a tool of democracy. In today’s post I want to focus on open sources and some of the opposition posed towards open source development models. Open source as a development model, and having open data,… Read More

Creating a Connected City in Today’s Ever-Evolving World

Argyle Executive Forum Journal article. Published: APRIL 1, 2015 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… Read More