City’s NYC311 CRM Upgrade Set for Mid-Year Launch

former Mayor Bloomberg at 311 (photo: Edward Reed)

The city’s 311 non-emergency call center for information about city services and to lodge complaints is nearing a mid-year re-launch, its first major overhaul since being introduced by Mayor Michael Bloomberg in 2003. The revamped system, estimated to debut in July, will modernize 311’s currently outdated system that limits its capability to assist New Yorkers. The next iteration of the system will eventually allow for increased language access, user accounts to track inquiries and complaints, and a better app experience.

Sourced through Scoop.it from: www.gothamgazette.com

Implement A Government Pilot Program to Assess Customer Experience

For victorious execution of a new technology, implementation must be extensive throughout your organization. This is where government technology pilot program comes into action. Government Pilot programs present the facility to crush new technology in small numbers, allowing you to botch out processes before comprehensive execution.

Pilot Programs will function as follows:

They will establish program goals, as well as processes for collecting feedback. The feedback assessment will help you make out potential doubts or qualms, in turn providing you the opportunity to alleviate them. Participants of a feedback should be made to feel that opinions positive and negative, both are equally welcomed.

Government pilot button will assess the feedback before the program begins and after it has concluded. These assessments, on comparison against each other, will show how each participant felt about:

Productivity
Processes and procedures
Internal and external communication
Business organization
Effortlessness of the job
General Work Impact

Feedback forms will be adapted with the organization’s objectives for the technology in mind.

Face to face discussions and focus groups are important when you are in search of blunt, honest dialogue. Government pilot assessment will rule this strategy, it differs from self-assessment forms as in that discussions provide the opportunity to dive deeper into respondents’ answers and discuss changes on a personal level.

Individual and small-group meetings communicate to participants that feedback is valued, important and worth your time. This in itself can hearten participants to supply straightforward responses, giving you an unfiltered viewpoint on the technology.

Gathering precise feedback from a technology pilot program enables the government to achieve more extensive shore up for execution. It can also aid to identify areas of concern that need addressed prior to large-scale rollout.

Rosetta Carrington Lue is the City of Philadelphia first Chief Customer Officer. She is a dynamic leader in the fields of Customer Experience Management, Strategy and Technology, Social Media and Community Engagement in both public and private sectors.

Say What? Government is Driving Towards Customer-Focused Initiatives

customer planning

In the present times because of being well aware and well educated the public expectations are at their peak, and in contrast to this their trust in government is truly diminished to its lowest level ever, so there is a dire need for the public sector to come up with more customer friendly and promising initiatives. Experienced persons, seniors, students, taxpayers, every one of the citizens possess the right to enjoy the best service from their government. Here is our forecast for how the federal government will improve customer service in the upcoming times.

In the future most of the agencies in government will head to establish a Customer Experience Office that is accountable to the Chief of the agency. Fortunately many agencies have moved forward and hired Chief Customer Officers (CCOs), and more have strong affinity to follow in their footsteps.

Moreover, digital channels are increasingly dominating as the means for public’s preferred channel for networking with government. Digital business strategies would be focused in order to improve the customer experience throughout the way.

The Administration’s major emphasis on customer service provides agencies additional inducement and prop up to update services, set performance standards, and perk up the government- customer experience.

Mobile will be the potential mean to render service anytime, anywhere, on any device.

Keeping in view the fact that people demand to access government information and services from phones, tablets, or other devices, agencies will move to accurately-designed websites, and build up more mobile apps to meet this need. In addition to this social media will go on with effectively delivering information and services.

Instead of digital channels gaining partiality with some, many people still prefer face-to-face or phone contact. Contact centers will provide incorporation between channels through healthy knowledge bases used by websites, contact center representatives, and other techniques.

Another major customer service strategic initiative is that government employees will be recognized and rewarded for delivering great customer service to the public.

What are your organizational strategies to improve customer service over the next 3-5 years?

Rosetta Carrington Lue is the City of Philadelphia first Chief Customer Officer. She is a dynamic leader in the fields of Customer Experience Management, Strategy and Technology, Social Media and Community Engagement in both public and private sectors.

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 product or service’s ability to help extend and expand the customer relationship to become all encompassing, covering the entire enterprise and the entire customer lifecycle. Based on hard data, facts and figures, each CRM Excellence Award winner has demonstrated the improvements their products have made in their clients’ businesses.

‘The 2015 CRM Excellence Award winners are industry leaders in CRM products and services who have demonstrated a commitment to their customers and clients. All of the winners have substantially improved the processes of their clients’ businesses by streamlining and facilitating the flow of information needed for companies to retain customers,’ said Rich Tehrani, CEO, TMC (News – Alert).”

View additional information about the award here:  http://cloud-computing.tmcnet.com/news/2015/04/30/8183290.htm

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 Saadia a big round of applause. Best wishes and much success in your new role.

As government continues to drive towards becoming customer-centric and collaborative organizations, recruitment of senior leadership with customer experience expertise will be in demand. According to author Jeanne Bliss, the goals of the Customer Experience Officer are to:

Engage the organization in managing customer relationships.
Create a persistent focus on the customer in the actions the company takes.
Drive the organization to work together for optimum customer experience delivery.
Support leaders in their role as cultural leaders in the transformation journey.
I look forward to seeing more cabinet level (C-suite) customer experience leadership appointment announcements in government.

Saadia Chaudhry has been appointed Director of Customer Experience for the Executive Chamber. In this role, she will help drive a range of high-priority projects to improve customer service for citizens and businesses. Previously, she held a number of positions at New York City’s 311 Contact Center, most recently as Customer Strategy Director, overseeing all aspects of customer experience and quality across multi-channel platforms, and, prior, as Contact Center Director and Director of Training & Quality. Ms. Chaudhry has a B.S. from Binghamton University.

Governor Cuomo Announces Administration Appointment
https://www.governor.ny.gov/news/governor-cuomo-announces-administration-appointments-16

NY Governor’s Opportunity Agenda Book (see page 33) http://nysbroadband.ny.gov/sites/default/files/documents/2015_Opportunity_Agenda_Book.pdf

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, is important for local government 3-1-1s because it helps provide more access to municipal information, demonstrates trends in the community, and supports accountability.

It’s not unusual for people to get these two confused, so lets start with some definitions courtesy of (fan favorite) Wikipedia:

Open Data: “Open data is the idea that certain data should be freely available to everyone to use and republish as they wish, without restrictions from copyright, patents or other mechanisms of control.”

Open Source: “In production and development, open source as a development model promotes a universal access via a free license to a product’s design or blueprint, and universal redistribution of that design or blueprint, including subsequent improvements to it by anyone.”

Like providing open data, using an open source digital strategy supports a transparent culture–especially for 3-1-1 systems–but also allows agencies to receive the benefits of an open source process. Govloop, in a documentation that highlights government trends, outlines the importance of open source in government nicely, saying, “Open source development accelerates government’s digital transformation by allowing agencies to reap the benefits of others’ progress. Secondly, it creates a transparent process that can foster public faith in these new initiatives…an open source approach ensures that digital initiatives will be maximally effective because it provides channels for users to report bugs and provide suggestions for improvement.” In summary, open source models allow both internal and external customers the ability to provide real-time feedback, which is valuable to all parties. What this looks like within a 3-1-1 environment, for example, is having the ability to see when a service requested has been received by a department, or having real-time dashboards that show what type of requests are being taken.

Like any model, open source has its critics. However, the primary criticism of open source is more conceptual than anything else, and rests in both theoretical incongruence, when applied to government, and cultural opposition. Ephemeral Journal published a compelling article by Nathaniel Tkacz on this very subject: “From Open Source to Open Government: A critique of open politics.” Tkacz points out that the idea of openness within a political sphere is rarely examined semantically and, in practice, political openness establishes a sensibility amongst citizens without defining limitations.

You can see how this could potentially be problematic for local government, but let’s not disregard our own democratic structure. If we view government as an entity that drives social change through democracy, than we must view the “(re)emergence of ‘the open,’” as Tkacz calls it, as a reflection of the government’s soci-transformative nature. Modernizing government also requires adapting to modern ideas. Promoting universal access is necessary because democracy requires informed citizens. The goal of any 3-1-1 is to serve the customer, and to provide them with tools that empower them. Open data is a tool that empowers citizens. In this way, an open source approach is both necessary and important for 3-1-1, and should be a priority for all branches of government.

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 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.

What is your organization doing to create connected customers in today’s ever evolving world? I would love to hear your feedback on this topic.

Planning for the Future of Digital Services in Government

blog picI 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 to engaging citizens through digital services relies on getting to know your audience, having a strategic plan, using a wide range of channels to communicate with your customers, and listening to feedback.

The design of our digital service platform is entirely informed by customers. Both our internal and external customers’ wants and needs determine the service we will provide. Having a clear definition of your stakeholders, and framing your relationship around the question of, “how can we make you successful,” is pivotal.

In government, we have to be cautious about spending; as a result, the voice of the community must define what we prioritize in service. Like I mentioned in my interview, “We look at everything in order to define what we want to design…you have to bring the customer’s feedback to the table, not just the internal people. You need everyone’s ideas, but specifically you need to know what your customers want and then design something around meeting their needs.”

Data trends become more crucial when determining citizen needs. As citizens adapt to mobile lives, we see a need to meet the citizens where they are. Forty percent of Philadelphians do not have access to Internet in their homes; however, most have access to mobile devices. Knowing that we have to meet our customers, social media becomes an influential tool. For example, the City of Philadelphia Philly311’s Twitter and Facebook accounts, are able to connect with communities on an inherently social platform. Social media also offers us an opportunity to observe trends; what people are talking about, and what topics generate the most conversations. Being the 5th largest City in the US, means that individual communities have needs that are specific to that neighborhood. Monitoring social media is an excellent way to manage the various voices throughout the city.

In addition to social media, surveys are crucial in getting to know one’s audience. By taking surveys, we collect data that speaks specifically to issues. However, noticing trends, leveraging social media, and collecting data, means nothing if that information isn’t being put into action. Planning a communication strategy is imperative to creating a mainframe for the dialogue. Once you know what is working, creating a blueprint of how you got there, you can apply that template to other initiatives.

Find out more about what’s trending in government digital services, here:https://www.govloop.com/resources/future-digital-services-five-trends-transforming-government/

8 Tips to Get Your Team Using CRM in 2015 by Michael Hanna

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 natural, so it’s crucial to help CRM users through the process of embracing change. When it comes to CRM adoption, users need your help, they need your reinforcement, and they
need that culture of accountability.

Here are four practical, actionable steps before, during and after the CRM launch.

1. Be Aware of Data Integrity

System-to-system consistency, or the integration of multiple systems, is crucial for a strong cadence and user adoption. If you’re migrating from one CRM to another, or merging CRMs, or changing CRM providers, ensuring the data is successfully merged and consistent is crucial to having data integrity. Without data integrity, this process often results in duplicate data, unstandardized or inconsistent data, and missing data. Preparing for these data mishaps in advance, as well as having tools in place to clean and prevent them from happening, will ensure CRM system integrity.

2. Be Clear About the Goal of CRM

Your CRM users are looking for the why behind the CRM system. If you’re not sharing this insight, you’re wasting your CRM investment because users simply won’t adopt it. Deliver clear rationale and a cause for your CRM. As a sales example, CRM gives users visibility that enables continuous sales improvement.

3. Hold CRM Users Accountable

It’s important to empower your CRM users, and CRM adoption should focus on that. However, empowerment without ownership is going to lead to neglect. You can give your users the most pristine, high-end CRM, but if they don’t care, they’re not going to use it. Establish the CRM users as the owners of the CRM, and then, in the context of ownership, empower them to use it. Otherwise, they’ll be negligent and passive.

4. Manage Detractors

If you’ve got ten sales reps using your new CRM, and eight of them are adopting it beautifully while two of them are struggling, you must work hard to get the two back on track. Stay strong and don’t lower your standard, or else the other eight are going to start to slack as well. By not diminishing your expectations, holding users accountable, and providing help and assistance, all 10 sales reps will be completely on board.

5. Demonstrate Real Results

Look for opportunities to showcase the relationship between CRM adoption and the positive sales performance that results from it. Explicitly call these results out when they happen. Here are three examples of these opportunities.

Sales reps quickly follow up on leads delivered in real-time via the CRM resulting in higher lead conversion. Call it out!

6. Provide Ongoing Support

Be extremely responsive to the sales reps’ questions and challenges, and try to support them in real-time. Refer them to your documentation and add their questions to your feedback list if you haven’t addressed it in your documentation.

7. Be Mobile

Reps do not want to have to go back to their desk and spend an hour everyday updating a CRM. This creates detractors. Allow users to update the CRM system in real-time, including while they’re in transit, when they’re coming out of a meeting, and so on. Mobile CRM enables users to access their CRM without pulling out a laptop and connecting to WiFi. Mobile deployment is a critical part of CRM user adoption.

8. Keep the User in Mind

Don’t introduce so much change that users can’t swallow it, and they can’t adopt it even if they wanted to. Pushing too hard or too much will deepen the mindset of existing detractors and create new ones. Your CRM success will only be as strong as the rate at which it can be adopted, not the rate at which it can be implemented.

The CRM adoption process is a journey, not a destination. When asked if the CRM adoption process is ever done, the answer is simply, “No, it’s not.”


Read more at http://www.business2community.com/customer-experience/8-tips-get-team-using-crm-2015-01135865#roodxkOyQwshISmO.99

6 Trends Shaping Government/Citizen Relationships by Timothy McCormick

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 the blog and link to the entire blog post for your review.

Citizen engagement is less than desirable–with long lines, lots of paperwork, and the confusion of a bureaucracy make it hard for citizens to access the right information. How often are citizens reporting issues vs. commenting (or complaining) on a soap box over social? How many elected positions ran with uncontested candidates in your last election?

Timely responses. How many times have you thought, “What more can we do to make this move faster? Why does progress on XYZ project seem to move so slow compared to everything else in life? How can we possibly do more with stricter budget and fewer resources all around?” Not only does this make it hard to motivate teams, but also it causes citizens to lose faith as they see responses lag and vague delivery commitments, impacting the government’s respectability from the perspective of their customers.

Transparency is difficult to deliver. Without transparency into the decision making process, progress against a request, or delivery impactors, citizens are left to make assumptions, that when paired with a lack of trust, tend to have a negative impact on relations with their governing bodies. Do you feel like this has impacted citizen relationships with your organization(s), such as relations with local politicians, or the police department?

So why all of the sudden are these pain points more prevalent? Why is citizen engagement stagnant, or in some cases dropping? Why does the gap between timely delivery and citizen expectation seem to be growing, no matter what? Why is providing transparency so much more difficult today?

The answer is easy: impact of technology trends and transformation. Here are some trends to consider:

Mobile

Mobile gives citizens the power to connect to their government anywhere, anytime–and they have come to expect that level of engagement now that mobile is commonplace. This is good for government, as always-on citizens give organizations the ability to collect more data in context, enabling leaders to prioritize with more accuracy and be more aligned with what citizens care about all around.

Social

Anywhere, anytime citizens tend to be anytime, anywhere customers. This means they have come to expect social interfaces as the user interface as much as they expect mobile accessibility, giving them an always-on receptacle for comments, inquiries, and request status. Social Platforms help governments meet these demands in a scalable, cost conscious way by supplying a transparent and collaborative platform for engagement that is friendly to Q&A at the pace of conversation.

Apps

With technology expanding an organization’s potential reach, apps are becoming more and more popular as an internal asset. They are easily adapted to the next big mobile or tech trend (think apps for the Apple watch), helping organizations modernize/rationalize dated infrastructure at the pace of their citizens.

Connected Products

More and more devices are coming online, revealing data that could never before be captured. While many organizations we talk to see this as a daunting, overwhelming force to be reckoned with, it’s not! By connecting ordinary objects, such as busses, trains, or stoplights to the internet, (made easier to service with apps on a common platform!) citizens will start to expose behavioral patterns that…

Data

Unlock all kinds of data never before detectable. With increased data availability, variety, and context around everyday activities and citizen behavior patterns, officials can better inform government strategy and resource planning. If you are interested in learning more about how to apply and benefit from a data strategy, join us for Philly Innovates. Mayor Michael Nutter and his team are hosting the first-ever Innovation Summit live in the city, and will share how they addressed these tech trends to realize bottom-line benefits.

1:1 Journeys

Customer experience–and therefore citizen experience–is the new differentiator, as new technologies enable customized, personal, more meaningful experiences with a given organization. Just look at how taxi services have morphed so quickly with companies like Lyft and Uber breaking down barriers between private and public sectors, changing the competitive landscape like government has never before seen. There is no reason why agencies can’t take this same approach to citizen services.

Click here to read the entire blog post: http://blogs.salesforce.com/company/2015/01/6-trends-shaping-governmentcitizen-relationships-.html