Creating a Welcoming Government & Connected Customers
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Maximizing the Value of Experience Data

Maximizing the Value of Experience Data | Creating a Welcoming Government & Connected Customers | Scoop.it
Think mobile first.
Rosetta Carrington Lue's insight:

Think mobile first.

 

This news put the spotlight on experience data, but the reality is, this is not a new idea.

 

The most successful companies have known for a long time that they need to understand the sentiments, attitudes and emotions of their customers in order to succeed.

 

The existence of the market research industry rests on the fact that companies need ongoing feedback from their customers to make the right decisions.

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Oracle CX Answers the Call, Helping Improve Municipal 311 Services | Customer Experience Blog

Oracle CX Answers the Call, Helping Improve Municipal 311 Services | Customer Experience Blog | Creating a Welcoming Government & Connected Customers | Scoop.it
When cities began implementing 311 call centers in the 1990s,
they did so to better understand and respond to citizen needs. With
one phone call, residents...
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Residents welcomed to Niagara Falls 311 planning meetings

The Niagara Falls Community Development Department is competing for a grant to fund a citywide 311 system and is are asking residents for input. 311 is a nonemergency phone number that people can call in many cities to find information about services, make complaints, or report problems.
Rosetta Carrington Lue's insight:

“A grant-funded 311 system would change and improve the way the City of Niagara Falls does business and serves residents," said Seth Piccirillo, director of Niagara Falls Community Development. "It is essential for our citizens to help plan this system, and we hope the public will join us at our meetings, as always."

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311 Contact Centre marks 10 years of helping Winnipeggers - Our City, Our Stories - City of Winnipeg

Winnipeg’s 311 contact centre was launched January 2009 to improve customer service. In the first 10 years it has evolved to continue to meet the needs of residents.
Rosetta Carrington Lue's insight:

City of Winnipeg 311 Contact Centre marks 10 years of helping Winnipeggers.  311 launched in 2009 as a way to improve customer service.

Winnipeg was among the first group of cities in Canada to develop a contact center.

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Maximizing the Value of Experience Data

Maximizing the Value of Experience Data | Creating a Welcoming Government & Connected Customers | Scoop.it
Think mobile first.
Rosetta Carrington Lue's insight:

Think mobile first.

 

This news put the spotlight on experience data, but the reality is, this is not a new idea.

 

The most successful companies have known for a long time that they need to understand the sentiments, attitudes and emotions of their customers in order to succeed.

 

The existence of the market research industry rests on the fact that companies need ongoing feedback from their customers to make the right decisions.

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Inside Houston’s 311 Call Center –

Inside Houston’s 311 Call Center – | Creating a Welcoming Government & Connected Customers | Scoop.it
Houston Matters visits the city's 311 call center to learn how the service handles the needs of citizens.
Rosetta Carrington Lue's insight:

Inside Houston’s 311 Call Center – As many Houstonians heard, 311 was the number city officials said to call to report a pothole. But the helpline is about a lot more than that.

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The New 311 App Makes it Very Easy to Tattle | Chicago magazine | Politics & City Life January 2019

The New 311 App Makes it Very Easy to Tattle | Chicago magazine | Politics & City Life January 2019 | Creating a Welcoming Government & Connected Customers | Scoop.it
On unshoveled sidewalks, unplowed streets, and other civic dereliction
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San Antonio Launches 311 Civic Tech App

San Antonio Launches 311 Civic Tech App | Creating a Welcoming Government & Connected Customers | Scoop.it
A new app has been launched in Texas' second largest city, and early results show a 90 percent response rate to resolving resident issues, according to 311SA app developer Cityflag, a San Antonio-based startup working with the Innovation Office on the interactive social network.
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Merger of New Orleans' 311 and 911 call systems takes effect

Merger of New Orleans' 311 and 911 call systems takes effect | Creating a Welcoming Government & Connected Customers | Scoop.it
The merger between the two operations is expected to save the city funds.
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Albuquerque is a City at the Frontier of CX Innovation

Albuquerque is a City at the Frontier of CX Innovation | Creating a Welcoming Government & Connected Customers | Scoop.it
Oracle customer City of Albuquerque is a forward looking pioneer as they innovate to build a city that conserves resources and provides wonderful customer experiences for its residents.
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City of Wheeling Adds ‘311’ Feature to Its Website for Non-Emergencies | News, Sports, Jobs - The Intelligencer

City of Wheeling Adds ‘311’ Feature to Its Website for Non-Emergencies | News, Sports, Jobs - The Intelligencer | Creating a Welcoming Government & Connected Customers | Scoop.it
Wheeling residents now have a new way to request services from the city thanks to an added feature on its website. Starting this month, city residents can request non-emergency services online through Wheeling 311, a tab on the city’s website located at wheelingwv.gov/311. “The system is a way for the public to communicate requests in […]
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CivicPlus Adds 311 Capabilities to Integrated Solution Suite

CivicPlus Adds 311 Capabilities to Integrated Solution Suite | Creating a Welcoming Government & Connected Customers | Scoop.it
CP Connect works with any online CMS or other communications channel of a citizen’s choice, including phone, text, email, social media or other websites.
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City of Prince George launches new 311 service

City of Prince George launches new 311 service | Creating a Welcoming Government & Connected Customers | Scoop.it
Want to get ahold of the City of Prince George? It’s now as easy as dialing 3-1-1. Civic officials received approval to ... more ›
Rosetta Carrington Lue's insight:

Congratulations to the City of Prince George on the launch of their 311 contact center operations.  

 

#government #customerexperience #customerservice #bigdata #crm

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Oracle Service Cloud and San Jose Launch New 311 Service

Find out how Oracle Service Cloud is being leveraged by San Jose, CA, to help citizens take part in monitoring community cleanliness and safety, and empoweri...
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Improving customer experience to enhance performance in government

Improving customer experience to enhance performance in government | Creating a Welcoming Government & Connected Customers | Scoop.it
What could happen if government viewed certain public sector challenges through the lens of customer experience? By changing the way people interact with a process rather than focusing solely on the process itself, agencies can broaden the range of available solutions.
Rosetta Carrington Lue's insight:

"The experience begins the moment a customer contemplates buying a book, and doesn’t end until she’s finished reading it and, if it’s really good, recommended it to her friends.

 

Customer service, on the other hand, is narrowly focused on the actual transaction of buying the book only."

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Why Your Data Strategy Needs to Align with Your Business Strategy

Why Your Data Strategy Needs to Align with Your Business Strategy | Creating a Welcoming Government & Connected Customers | Scoop.it
Now you might think that it is quite obvious that companies would understand the importance of using data. But, you would be surprised how many organizations do not fully align their Data Strategy with their business objectives.
Rosetta Carrington Lue's insight:
Cities that want to make the transition into being a ‘data driven organization’ may entail coordinating operational business decisions to a systematic interpretation of information by deploying Advanced Analytics.
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311 Data Fuels Government Response & Transparency

311 Data Fuels Government Response & Transparency | Creating a Welcoming Government & Connected Customers | Scoop.it
From managing requests to running rich reports and engaging citizens regularly and during disasters, 311 data systems are evolving government operations.
Rosetta Carrington Lue's insight:

Customers are holding public sector agencies to service standards typically found in private industry. As a result, local governments are turning to innovative technology to keep up with rising service expectations.

 

311 systems offer local governments speed and insights that boost overall performance. They:

  • Enable citizens to submit requests from anywhere at any time
  • Provide location accuracy related to requests with GIS functionality
  • Mobilize information sharing across government departments
  • Account for service costs more accurately and timely
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Ransomware attack on Akron, Ohio takes down 311 service amid major snowstorm

Ransomware attack on Akron, Ohio takes down 311 service amid major snowstorm | Creating a Welcoming Government & Connected Customers | Scoop.it
State and federal officials are investigating the attack, though the city says it did not affect its storm preparations or ability to get the streets plowed.
Rosetta Carrington Lue's insight:

Deja vu?  Last year the City of Atlanta spent $2.6M to recover from a $52K ransomware attack.

 

How are cities managing the tremendous security risk of of a ransomeware attack?

 

The City of Akron did not specify the amount of ransom demanded.  The attack was detected Jan. 22 when workers in the city’s information technology office “became aware of suspicious activity on the city’s network,” an Akron press release reads. 

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

City's NYC311 CRM Upgrade Set for Mid-Year Launch | Creating a Welcoming Government & Connected Customers | Scoop.it


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.

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311 Now Taking Calls for DC Police Nonemergencies

311 Now Taking Calls for DC Police Nonemergencies | Creating a Welcoming Government & Connected Customers | Scoop.it
To help prioritize calls to 911, nonemergency calls to D.C. police should now be made to 311.
Rosetta Carrington Lue's insight:

D.C.’s 911 call center got 1.5 million calls in 2018. Twenty percent of those were not emergencies.  To help prioritize calls to 911, nonemergency calls to D.C. police should now be made to DC311.

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Smart 50 Awards Recognize Innovation and Impact

Smart 50 Awards Recognize Innovation and Impact | Creating a Welcoming Government & Connected Customers | Scoop.it
Smart 50 Awards Recognize Innovation and Impact
Rosetta Carrington Lue's insight:

Congratulations to the City of San Antonio's 311 on the Smart 50 Awards.

 

As a result of adopting 311SA as the City’s official 311 system, the company reports that San Antonio has seen an increase in both the quantity and quality of issues submitted by our citizens, and is able to engage its residents in a holistic, and data-driven way.

 

Since the app launch in August 2018, more than 10,000 San Antonio residents have started using the app, submitting over 8,000 requests. More importantly, the city has successfully closed 93 percent of all the service request cases open by residents using the 311SA app.

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Crosswalks and self-driving vehicles: Mapping 311 requests in testing locations in Pittsburgh

Crosswalks and self-driving vehicles: Mapping 311 requests in testing locations in Pittsburgh | Creating a Welcoming Government & Connected Customers | Scoop.it
Uber's self-driving fleet remains grounded a week after a pedestrian was killed in Arizona.
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CRM for government, Salesforce improve D.C.'s 311 agency

CRM for government, Salesforce improve D.C.'s 311 agency | Creating a Welcoming Government & Connected Customers | Scoop.it
In an effort to better serve city residents, the Office of Unified Communications in Washington, D.C., upgraded its CRM for government technology. It also licensed Salesforce Service Cloud and Einstein Analytics and achieved better reporting to agencies and improved call wait times.
Rosetta Carrington Lue's insight:

Beyond making it easier to work with the 17 different city agencies, adding new CRM tools for government also made constituents who interact with the OUC happier.  By moving to cloud-based software, the OUC was able to better customize its website and app to mirror each other.

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Winnipeg’s 311 service celebrates 10 years of service - Winnipeg | Globalnews.ca

Winnipeg’s 311 service celebrates 10 years of service - Winnipeg | Globalnews.ca | Creating a Welcoming Government & Connected Customers | Scoop.it
Winnipeg's 311 service quietly celebrated its 10th anniversary Wednesday.
Rosetta Carrington Lue's insight:

Dialing 311 for information about city services is a routine phone call for Winnipeggers these days, but a decade ago, it was a strange new world.

 

Winnipeg’s 311 service quietly celebrated its 10th anniversary Wednesday, but for the people who were there when it launched back in 2009, it was an important milestone.
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» The “Should I Call 911 or 311?” Conundrum Gets Some Clarity But Confusion Shall Remain, I Suspect

» The “Should I Call 911 or 311?” Conundrum Gets Some Clarity But Confusion Shall Remain, I Suspect | Creating a Welcoming Government & Connected Customers | Scoop.it
Photo by PoPville flickr user
Mr.TinDC

From the Mayor's Office:

"Today, Mayor Muriel Bowser's Office of Unified Communications (OUC) is proud to announce the implementation of a police non-emergency option. Residents and visitors of the District can now call 3-1-1 to report all police non-em
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The Story of Government: Washington D.C. Office of Unified Communications (Full Film)

The Washington D.C. Office of Unified Communications' 311 services were re-platformed onto the cloud, creating a complete contact center. The new channels in...
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