Creating a Welcoming Government & Connected Customers
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S.F.’s homeless crisis: Can Mayor Ed Lee clean up streets? - San Francisco Chronicle

S.F.’s homeless crisis: Can Mayor Ed Lee clean up streets? - San Francisco Chronicle | Creating a Welcoming Government & Connected Customers | Scoop.it
San Francisco Mayor Ed Lee has vowed during his campaign for four more years in office to address the city’s worsening homeless problem, pledging to devote the kind of time and attention to it as he did to creating jobs and boosting the economy during his first term. [...] the delayed response — nearly five years since becoming interim mayor in January 2011 — has left some San Francisco residents wondering, “What took so long?” In the past 12 months alone, the city’s Department of Public Works has steam-cleaned more than 10,000 pieces of feces and 765 puddles of urine from streets and sidewalks. San Francisco’s Alley Crews — which clean up after the homeless — have picked up close to 800,000 pounds of trash and more than 12,000 hypodermic needles in that same time span, much of it from homeless camps. There’s not a day that goes by when I’m not stepping over someone who has fallen asleep in the middle of the sidewalk or there’s broken glass or there’s human feces or it smells of urine or there are tents. The mayor said that when he has focused his administration on being “very deliberate” and collaborative about solving a problem — pension reform and bonds to pay for transportation and housing are examples — he has succeeded. “I’m going to do the same thing with two of the most challenging issues of our time: affordable housing and homelessness,” Lee recently told The Chronicle’s editorial board. The reality of the homeless crisis lies at street level — and for San Franciscans, scenes of human misery are routine. Parker and her colleagues dress mostly in tough-guy black and could be mistaken for a biker gang, but they make up the Homeless Outreach Team formed by Mayor Gavin Newsom in 2004. Unlike traditional shelters, it allows homeless people to move indoors with their belongings, partners and pets, and doesn’t impose strict rules about curfews. [...] 63 people from the center have moved into supportive housing, 45 were given a free bus ticket home through the Homeward Bound program, 20 left on their own, and 17 were asked to leave. A new controller’s analysis shows that of the 59 people who entered the center and then moved into permanent housing by Sept. 1, 58 were still housed as of Oct. 1 — which shows the center is helping people find some stability. The Iraq War veteran said he suffers from post-traumatic stress disorder and that the dogs help him stay calm. A traditional shelter would never allow that, and it’s proving hard for his case manager to find permanent housing that will take three dogs, even though Gonzalez has a federal housing voucher for veterans to help pay the rent. Former Mayor Willie Brown, now a Chronicle columnist, made dismantling the criminalization of homeless people under his predecessor, Frank Jordan, a highlight of his 1995 campaign. Lee, on the other hand, repeatedly said the focus of his administration would be “jobs, jobs, jobs” and concentrated on the so-called Twitter tax break, pension reform, a shift in the way businesses are taxed and other economic policies. Lee has stayed largely quiet on homelessness — until August when he pleased nobody by saying that the homeless population “would have to leave” for the city’s upcoming Super Bowl parties. The count also found that neighborhoods around the city are seeing more homeless people, including upscale locales like the Castro and Pacific Heights. City officials believe development South of Market has pushed homeless people out of their tucked-away hideouts and into the open across the city. During the Homeless Outreach Team’s recent visit, a large piece of cardboard sat on the ground and sleeping bags, bikes and cartons of food were piled on top of it. Nearby, Chinese senior citizens performed tai chi to loud music on the plaza, a toddler chased pigeons, and a woman walked her leashed ferret in the children’s sandbox. The outreach workers helped load Newsome’s belongings into the back of their white van. “You’ve got to give me something that’s viable, that leaves my pride intact,” he told the outreach workers. Data obtained from Public Works, which include service requests from both 311 and internal sources, also show a massive spike in the number of encampments the city deals with. In 2012, the earliest year with complete data, there were 877 service requests for encampments recorded by Public Works, most of them downtown, South of Market and in the Tenderloin — although there were clusters in the Mission and near Golden Gate Park. The retired flight attendant bought a condo there in 1992 and said that for many years, the homeless population was part of the neighborhood and that she and her friends gave them food, socks and blankets. San Francisco spends $167 million a year on supportive housing for formerly homeless people and services for those still on the streets, but Gould doesn’t see the payoff. Asked to describe the city’s homeless problem under Lee compared with previous mayors, Rann Parker of the homeless outreach team said housing options have dried up. “It’s a challenge to try to place people — not just for the Hot team but for the entire social services network in San Francisco,” she said. The city’s economic boom has made it hard for people of all income levels to find housing and has made available housing for homeless people even more sparse. Because it has so few beds to offer, the outreach team has switched to offering primarily medical care on the street and moving people into the 75-bed Navigation Center when there’s any space. Parker, other outreach workers and the three homeless people from Portsmouth Square pulled up outside the Navigation Center. Trent Rhorer, director of the city’s Human Services Agency, is quick to point out that a lot of work to house homeless people has been going on under Mayor Lee — even if the issue hasn’t been as front-and-center as under previous mayors. Since January 2011, when Lee took office, the city has placed 3,551 homeless people in supportive housing. In that same time span, 3,432 people have been sent home with a free bus ticket to willing friends and family under the city’s Homeward Bound program. In the last dozen years, using the same strategies, the city has moved 21,000 homeless people off the streets — think of moving half of a capacity crowd at AT&T Park. The answer is we are making significant progress, and we do know how to house people and how to end homelessness at the individual level. [...] Navigation Center staff called Katrina Newsome inside. Kisha McCoy, who sat at the front desk, took her photograph, recorded her Social Security number and briefed her on the rules. Another staffer gave Newsome a tour of the bathrooms, the laundry facility, the dining room that’s always open and, finally, the large dorm room with a bed for her. An outreach worker drove the elderly man back to his bench in Portsmouth Square and said the team would try to provide case management and medical care to him on the street rather than work to get him inside.
Rosetta Carrington Lue's insight:

Another great use of 311 data to understand your customers concerns. San Francisco's residents appear to be more fed up than ever, according to data from the city’s 311 call center. Complaints about human waste, camps and needles have surged this year.

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How VA improves CX with journey mapping

How VA improves CX with journey mapping | Creating a Welcoming Government & Connected Customers | Scoop.it
The Department of Veterans Affairs is taking new approaches to improve customer experience.
Rosetta Carrington Lue's insight:

When Vets.gov launches on Veteran’s Day, it will be the culmination of both front- and back-end efforts to build a one-stop shop where veterans can easily change their addresses, add dependents, make an appointment or check on claims.

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Employee journey mapping: How customer experience management can help HR

Employee journey mapping: How customer experience management can help HR | Creating a Welcoming Government & Connected Customers | Scoop.it
You need to get employee experience right from day one.

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These 10 People Are Customer Experience Leaders #CXDay - CMSWire

These 10 People Are Customer Experience Leaders #CXDay - CMSWire | Creating a Welcoming Government & Connected Customers | Scoop.it
go smile at a customer. or better yet, find a way to make your digital customer experience a little more amazing.

Via Fred Zimny
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80/20 Service Level - "Gold Standard" or Old Standard

80/20 Service Level - "Gold Standard" or Old Standard | Creating a Welcoming Government & Connected Customers | Scoop.it
How to rethink your priorities and realign your goals for a better service level in your contact centre.
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The Future of CRM

Mobile tech, wearables, and better analytics will transform how, and how effectively, we do business.
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4 Ways to Empower the Most Important Person in your Company (HINT: it isn't the CEO!)

4 Ways to Empower the Most Important Person in your Company (HINT: it isn't the CEO!) | Creating a Welcoming Government & Connected Customers | Scoop.it
Elevate your agents into heroes and revolutionize how your customers connect with your brand.

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5 Ways to Increase the Lifetime Value of a Customer

5 Ways to Increase the Lifetime Value of a Customer | Creating a Welcoming Government & Connected Customers | Scoop.it
We live in an age where “Customer is King." We want to acquire more customers, as quickly as possible, but of course, only the RIGHT customers that will become our most loyal fans, buy from us consistently, and spread the word about just how great our company is.

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Amazon Taps ‘On-Demand’ Workers for One-Hour Deliveries

Amazon.com Inc. is joining the “gig” economy. The Seattle online retailer in recent weeks has quietly rolled out a program in its hometown to ferry merchandise to customers’ homes using a network of independent contractors, similar to so-called on-demand services such as Uber Technologies Inc. and Postmates
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Cities and Counties Enhance 311 and 911 Services Through New Technology | StateTech Magazine

Cities and Counties Enhance 311 and 911 Services Through New Technology | StateTech Magazine | Creating a Welcoming Government & Connected Customers | Scoop.it
Local governments invest in new IT to improve emergency and nonemergency communications.
Rosetta Carrington Lue's insight:

“We are using 311 as the central operations where stakeholders — police, city employees and residents — can improve our community,”

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Say What? Government is Driving Towards Customer-Focused Initiatives

Say What? Government is Driving Towards Customer-Focused Initiatives | Creating a Welcoming Government & Connected Customers | Scoop.it
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 agencie
Rosetta Carrington Lue's insight:
Government’s focus on customer service will drive agencies/departments to launch meaningful customer-focused initiatives.
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Infographic: What's the impact of a bad customer experience? | MyCustomer

Infographic: What's the impact of a bad customer experience? | MyCustomer | Creating a Welcoming Government & Connected Customers | Scoop.it

SDL investigated the perceptions and behaviours of 2,784 consumers across nine countries and three generations to bring you fresh insights.


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CSL's curator insight, September 3, 2015 7:55 PM

Infographic that depicts the ramifications of poor customer experience.

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[INFOGRAPHIC] 5 Digital customer experience trends disrupting the...

[INFOGRAPHIC] 5 Digital customer experience trends disrupting the... | Creating a Welcoming Government & Connected Customers | Scoop.it
Dear travel companies, shift has happened. I recently booked a holiday. Croatia, in August, if you’re asking. I took note of the fact that the route taken in booking this trip was different. Before, I have assumed the all-in-one package holiday. Flights, accommodation, one price and done. I...

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Philly 311: Innovation that was worth the wait -- GCN

Philly 311: Innovation that was worth the wait -- GCN | Creating a Welcoming Government & Connected Customers | Scoop.it
 A funding crunch put plans for Philadelphia’s 311 non-emergency system on hold for years, but the payoff was better technology and new levels of citizen service.
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Creating a Welcoming and Connected City - The Philadelphia Experience

Creating a Welcoming and Connected City - The Philadelphia Experience | Creating a Welcoming Government & Connected Customers | Scoop.it
Rosetta Carrington Lue's insight:

I am excited to have co-authored this report about Creating a Welcoming and Connected City - The Philadelphia Experience.

 

This report provides managers with a primer on how local governments can build customer service into their daily operations and build an infrastructure to support excellence in service delivery.  The result of a unique partnership between the City of Philadelphia's Philly311 center and ICMA, readers will be taken through a step-by-step approach to Creating a Welcoming and Connected City.

 

 

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Using design thinking to introduce design thinking in government | spark!

Using design thinking to introduce design thinking in government | spark! | Creating a Welcoming Government & Connected Customers | Scoop.it
As if by divine intervention, “Design for Action” by Tim Brown and Roger Martin, published in the September 2015 edition of the Harvard Business Review, magically fell into my lap.

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The Power Of Online Community!

This session is designed to surface opportunities to excite leadership about the value your online community is delivering and offer insights into ways to spot…

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, October 7, 2015 10:39 PM

Online Communities enable you to strengthen your customer relationships, gauge valuable data and feedback, while building loyalty and nurturing advocacy.


The presentation gives you key steps and questions you need to address as part of your overall strategy.


Share your community experience from your favorite brand?

Roberto Nocera's curator insight, October 8, 2015 6:11 AM

Interesting presentation about leadership engagement on Online Communities #engagement 

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Infographic: Little-known punctuation marks to start using

Infographic: Little-known punctuation marks to start using | Creating a Welcoming Government & Connected Customers | Scoop.it

Communications experts often preach the importance of face-to-face interaction.

When you hear a person’s voice and see his facial expressions and gestures, you get a clearer understanding of his message.

What if there were punctuation marks that translated those physical cues and vocal fluctuations for you? You know, like a punctuation mark to denote sarcasm, irony or how much you love your reader.

If that sounds intriguing, check out this infographic from Mental Floss; it reveals 13 little-known punctuation marks that you’re probably going to want to start using....


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Tabitha Voorhees's curator insight, October 7, 2015 1:00 AM

I really like this. :)

Christine Lombardo's curator insight, October 7, 2015 9:43 AM

Off topic, but I couldn't help myself!

Nur Syazwana's curator insight, November 3, 12:12 PM

Using Scoop It to learn about Punctation 

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Why Blog? The Benefits of Blogging for Business and Marketing

Why Blog? The Benefits of Blogging for Business and Marketing | Creating a Welcoming Government & Connected Customers | Scoop.it

I had a co-worker email me the other day asking for a blog post about the benefits of business blogging.

 

"It's for a friend," she said.

 

Sure it was.

 

I told her I'd shoot over one of our up-to-date blog posts about why businesses should blog and ... I couldn't find one. Whoops. Quite the meta mistake.

 

So I'm doing it now. If you're trying to explain one of the core tenets of inbound -- business blogging -- to your boss, a co-worker, your mom at Thanksgiving, whomever, then send them this post. I hope it helps....


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Dean Ryan G. Martin's curator insight, September 30, 2015 10:46 PM

Not all small businessmen need a website. A website isn't a necessity considering all the online channels you can register to. All small businessmen need to learn how to blog though. Blogging needs to be a part of their daily routine. A blog is their online journal to build connections.  

Andrew Greenyer's curator insight, October 1, 2015 7:22 AM

Great article on why businesses should blog.

Patricia Guzmán Aponte's curator insight, October 8, 2015 3:29 PM

Los beneficios de tener un blog son claros. Cómo justificar no tener uno. 

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Building a design-driven culture | McKinsey & Company

Building a design-driven culture | McKinsey & Company | Creating a Welcoming Government & Connected Customers | Scoop.it
It’s not enough to just sell a product or service—companies must truly engage with their customers. Here’s how to embed experience design in your organization. A McKinsey & Company article.

Via Fred Zimny
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5 Indispensable Ways to Improve Customer Engagement

5 Indispensable Ways to Improve Customer Engagement | Creating a Welcoming Government & Connected Customers | Scoop.it
Every day customers get bombarded with various products and services, while the competition for their attention rapidly soars. If you’re in business, you shouldn’t wait for consumers to a…

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, September 30, 2015 2:23 AM

It is more profitable for a company to keep customers vs continuously seek new customers.

 

Here are 5 key engagement strategies shared by Sawaram:

 

1. Social Media – Consumers  prefer brands which enrich their lives and make them proud to share with others.  Visual engagement is especially effective.


2. Enable Live Chat / Video Chat  - According to an American Marketing Association study, live chat can increase the conversion rate by 20 percent and customers engaged in live chat are 3 times more likely to make the purchases than those non-engaged, making it an effective medium for improving customer engagement.


3. Efficient use of CRM - The CRM systems help monitor the buying journey of consumers so companies can predict the what, when and where of customers in regard to products and services.


4. Ask for Feedback  - A survey conducted by Dimensional Research stated that an overwhelming 90 percent of respondents who recalled reading online reviews claimed that positive online reviews influenced their buying decisions, while 86 percent said negative online reviews influenced their buying decisions.

 

5. Give Rewards - This will encourage customers to make more use of your products and services to maximize their benefits through reward programs, while increasing your customer loyalty.

 

Social engagement initiatives play an important role in customer retention.


What additional recommendation would you have?


Push Messaging + geo location?

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6 Ways to Experiment with Instagram Videos | Simply Measured

6 Ways to Experiment with Instagram Videos | Simply Measured | Creating a Welcoming Government & Connected Customers | Scoop.it
Instagram video tips for any brand
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Six building blocks for creating a high-performing digital enterprise | McKinsey & Company

Six building blocks for creating a high-performing digital enterprise | McKinsey & Company | Creating a Welcoming Government & Connected Customers | Scoop.it
Digitization affects almost everything in today's organizations, which makes capturing its benefits uniquely complex. Here are the most important aspects that winning companies consider. A McKinsey & Company article.

Via Fred Zimny
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State of the Customer Experience Industry

State of the Customer Experience Industry | Creating a Welcoming Government & Connected Customers | Scoop.it

A look at the state of the customer experience landscape from the perspective of CX industry vendors, analysts, and professionals.


Via Fred Zimny
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CSL's curator insight, September 2, 2015 6:37 PM

Interesting article on the current landscape of the customer experience industry.

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Demystifying the Language of Service Design

Demystifying the Language of Service Design | Creating a Welcoming Government & Connected Customers | Scoop.it
Service design has its own set of tools and language, as with any discrete discipline.

Via Fred Zimny
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