From managing requests to running rich reports and engaging citizens regularly and during disasters, 311 data systems are evolving government operations.
VA Contact Center Modernization Initiative – MyVA311 Launched!
VA Enterprise Contact Center Modernization Initiative With approximately 272 national VA Contact Centers that receives almost 140 million annual calls and services 9 million Veterans, VA has had no consistent approach to customer service. VA studied the best practices of America’s top customer service organizations to learn how they excel at delighting customers. Based on …
Continue reading "VA Contact Center Modernization Initiative – MyVA311 Launched!"
Bringing Government Agency Contact Centers and the Internet Together for a Seamless Customer Experience
Taxpayers often turn to the government when they are overwhelmed and stressed out by personal circumstances. A fragmented experience across government websites compounds their distress both increasing the burden on call center staff and the cost of meeting taxpayers needs. A consistent, thoughtfully designed experience (starting with websites and contact centers) will make a tremendous …
Using Human-Centered Design (HCD) Approach to Improve Your Government Contact Center’s Experience
Every interaction the taxpayer has with the government is a touch point that shapes their impression on the quality of service received based on a positive or negative experience. The contact centers for government are an integrated platform that provides taxpayers and their family members with accurate information about services and information that can provide …
Why You Should Celebrate 2016 National Customer Service Week Oct 3rd – 9th!
In the words of Philadelphia's Benjamin Franklin, "Well done is better than well said." The idea of customer service is often reserved to describe interaction with stores, restaurants, and other organizations in the private sector. Rarely do we hear people say "Wow, I had a great experience dealing with the staff at any government agency!" …
Continue reading "Why You Should Celebrate 2016 National Customer Service Week Oct 3rd – 9th!"
Using Lean Management & Human-centered Design to Improve Government Customer Experience
Lean Management is a customer-centric methodology used to improve the current business process by using the DMAIC (Define, Measure, Analyze, Improve, and Control) technique. Following the DMAIC blueprint will provide organizations insight into what the actual root cause problem is by measuring and analyzing various data sets, and developing process flow maps to understand the …
Customer Service Versus Customer Experience: What’s The Difference…And Why It Matters
Reblog article: September 24, 2015 by Bruce Jones, Programming Director, Disney Institute In case you’ve missed it, the term “customer experience” is everywhere in business these days. In fact, some experts have declared that focusing on the customer experience has become the single most important factor for an organization to achieve business success—creating a significant …
Creating a Welcoming & Connected City – @Philly311 Youth Engagement Program Graduation
Saying Goodbye The final session and Philly311 YEP graduation ceremony was an emotional but enjoyable day. For the staff who created and implemented this program and worked with the participants ever week, it was bittersweet. It was incredible to review the program with the students and hear all the information the children had learned during …
8 ways Social Media has changed Customer Service
by Silky Sinha, on Tue, May 26, 2015 Social Media has completely changed the face of customer service and the way consumers interact with a brand. Instead of dialing the call center number and going through the pain of dealing with agents with little or no knowledge of their problems, customers prefer to post their …
Continue reading "8 ways Social Media has changed Customer Service"
Getting kids involved in local government – Philly311 Youth Engagement Program Kick-off
I am happy to report that we have officially hosted two very successful sessions of our Youth Engagement Program (Y.E.P). On Thursday, July 16, 2015, we launched our first session. The session was dedicated to what Philly311 is and how young people can use it as tool to better their communities. Daniel Ramos, our Community …
Building Welcoming, Connected, & Innovative Government Customer experience 