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A New Movement in City Government
A few weeks back I was at a friendly gathering, chatting to like minded people about the basics: weather, kids, and work. All of which, at the time, seemed very routine, until I graced upon a subject...
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Planning for the Future of Digital Services in Government
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....
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Step Up to the Challenge: Modernizing Government using Open Data
Despite the strides city governments have made towards modernizing government, the buy-in still remains a point of contention for some municipalities. Observing what movements city governments are...
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Find Your Voice: My “Day in the Life”
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?...
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Measurement Matters: What does ROI look like in government?
When launching a large project, like the City of Philadelphia’s recent implementation of a new Customer Management Relationship (CRM) solution, you want to keep the final Return on Investment (ROI) in...
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Challenges Facing the Modernization of Government: In Defense of Open Sources
In my last 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...
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Philly311 named a 2015 United Nations Public Service Award Finalist
I am honored and excited that the City of Philadelphia Philly311 Contact Center was named a finalist for the 2015 United Nations Public Service Award in the category of “Improving the Delivery of...
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A Different Approach to Community Engagement
Amanda V. Wagner, our Customer Service Programs Strategist and Philly311 TV Executive Producer, came to me with an interesting story. While filming Executive Director of the Mayor’s Office of...
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Creating a Welcoming and Connected City: The story of Philly311’s Youth...
A few weeks ago I posed a challenge to my Philly311 Customer Service Programs and Engagement Strategist, Amanda V. Wagner: Create a program that encourages young people to be civicly involved. Amanda...
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14 experts on the biggest customer service challenges faced by businesses today
Business, marketing and CRM advice Sourced through Scoop.it from: www.sagecrm.com See on Scoop.it – Customer Engagement & Performance Management Practices in Government
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How can I make a difference in my community?: A Y.E.P Update
I’m 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...
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Will Yelp Help the Citizen Experience?
Sourced through Scoop.it from: www.linkedin.com See on Scoop.it – Customer Experience Excellence Best Practices
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Hierarchy of Social Media Marketing
The most important part of using social media for your business is starting with a strategy that drives the content. Sourced through Scoop.it from: fluxedigitalmarketing.com See on Scoop.it – Customer...
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Customer Service Versus Customer Experience: What’s The Difference…And Why It...
Reblog from: 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...
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Customer Service Versus Customer Experience: What’s The Difference…And Why It...
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...
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National Customer Service Week: Day One
Today I asked a group of city workers, “why treat citizens like customers?” The answers were on the right track, but my question drove at a larger philosophy. I’ve spoken before about translating...
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National Customer Service Week: Day Two
A brief recap from yesterday’s great presentation from the General Manager at the Ritz-Carlton Philadelphia, Daryll Adams: There were a lot of takeaways from Adams’ presentation, but perhaps the most...
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City of Philadelphia Celebrates Customer Service Week in a Big Way
Customer Service Week was a tremendous success! The conversations that took place during these trainings were meaningful and lead to very important questions and reframing of our customer service...
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Philly311 Youth Engagement Program at Penn Treaty: challenges, lessons, and...
The Philly311 team, accompanied by the leaders of the Philadelphia Youth Commission, arrive at Penn Treaty School at 3:30 on Thursday, October 15th. The children have just gotten out of a full school...
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Mural Arts Program and Philly311 Bring Civic Engagement and Art Together for...
Last week, the Philly311 Youth Engagement Program hosted an amazing presentation at the Education Works after school program at Penn Treaty, facilitated by the Mural Arts Program. Henry Lee, Teaching...
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