Building Welcoming, Connected, & Innovative Government Customer experience
Leadership…Visionary…Innovative…Results-Driven Customer Experiences
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"
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"
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"
I’m excited to introduce a new series from City of Philadelphia 311 TV, “Day in the Life.” It has always been a priority for the City to communicate its core values, and initiatives through creative and effective means. What folks do at the City matters. Like I’ve mentioned in previous posts, citizens don’t get to …
Continue reading "#1 Key to Government Customer Service: Hire People with Passion"
Many of us are acutely aware of the quality of customer service in the private sector, whether it’s in retail or B2B. However, one area that people often don’t think of themselves as customers is in their relationship with local government. Yet that is exactly what we are. “Customers’ experience in government should be the …
Continue reading "What Can You Learn From Government Customer Service?"
Building Welcoming, Connected, & Innovative Government Customer experience 