Community Connection: How Philly311 engages neighborhoods and empowers individuals.

Rosetta Carrington Lue Appointed by Mayor Michael Nutter in 2008 to implement 311 system in Philadelphia. Named Chief Customer Service Officer by Managing Director Rich Negrin Named a top Social Customer Service Pro on Twitter by Huffington Post Currently overseeing the City s Salesforce CRM Project

The Athenian Oath Thus in all these ways we will transmit this City, not only not less, but greater and more beautiful than it was transmitted to us.

Snap Shot Philadelphia is the 5 th largest city in the United States. Population: 1.5 million Mayor Michael A. Nutter implemented the Philly311 Contact Center in December 2008. Philly311 receives between 1.2 1.5 million calls each year.

Philly311 Neighborhood Liaison Program The Philly311 Neighborhood Liaison Program was created in 2009 to engage neighborhoods, empower individuals, and market the 311 service.

How it Works Philly311 Community Engagement Coordinators attend community meetings, events, clean ups. Neighborhood Liaison training sessions are offered biweekly in Center City. Community engagement coordinators also present trainings to individual community organizations by request. Participants are given individual accounts to directly enter and track service requests into Philly311 s system. Neighborhoods are able to use a centralized, empowered voice to get results.

Citizen s Engagement Academy The Citizen s Engagement Academy was created in 2010 to teach citizens about municipal government and city services. Through an 8 week course, citizens are taught by officials from various city departments. The CEA provides citizens with education and access to city government. Mayor Michael Nutter and Managing Director Rich Negrin have attended every CEA graduation. The CEA has been adopted by the City of Philadelphia s community engagement program, PhillyRising.

Customer Service Leadership Academy The Customer Service Leadership Academy was created in 2011 as part of a city wide internal training effort to provide better customer service to customers. CSLA is taught by Philly311 employees. One hour courses include: How to Handle Customer Complaints ; Email Etiquette ; and How to Communicate Better through Email and Speech, among others. Since 2011, the CSLA has trained close to 2,000 City employees. The CSLA was the first customer service training offered to Philadelphia City employees.

Engagement 2.0 Philly311 s community engagement efforts go beyond community meetings Philly311 Neighborhood Liaison Program @311NLP PhillyInnovates.com Philly311/ Philly311 TV

Philly311 Mobile App Allows users to enter service requests directly from their smart phones. Philly311 Mobile App is now taught in NLP trainings sessions. Neighborhood Liaison accounts are linked to Philly311 Mobile App accounts. This past year, Philly311 piloted a Youth Neighborhood Liaison Program, centered on a mobile app contest.

Philly311 TV Philly311 TV launched in December 2013 to Engage, Educate, and Empower Philadelphia residents about city services. The show airs on Philadelphia s Channel 64 and on Philly311 s YouTube Channel. Philly311 Show Guests Include: Director of the Office of Emergency Management Executive Director of Mayor s Office of Immigrant and Multicultural Affairs Director of Human Resources Director of Center of Excellence Community Engagement Coordinator Philly311 Social Media Coordinator Philly311 Operations Manager

Results To date, Philly311 has trained over 950 Neighborhood Liaisons. The City of Philadelphia has been designated a Citizens Engaged Community by the Public Technology Institute from 2010 2014. Philly311 has been named Finalists two years in a row in ICMI s Best Global Contact Center Awards,

The Future Philly311 continues to attend community meetings, events, and clean ups. New Salesforce CRM will optimize social community engagement abilities. Philly311 is currently taping Season Two of Philly311 TV. Philly311 will launch second phase of Youth Neighborhood Liaison Program.

Any Questions? Philly311 / Philly311 Neighborhood Liaison Program @Philly311 /@311NLP PhillyInnovates.com Philly311

3 1 1 IT S MORE THAN JUST A NUMBER 311 SYNERGY GROUP MAY 2014

CHARLOTTE, NORTH CAROLINA Population: 775, 202 17 th largest city in USA NBA, NASCAR, NFL

CHARMECK 311 We succeed because we are HAPPY Embedded Video will be here

STRIVING TO BE MORE THAN JUST A NUMBER COMMUNITY OUTREACH Community Action Team INTERNSHIP PROGRAM Community Information Academy

COMMUNITY OUTREACH

COMMUNITY INFORMATION ACADEMY