Rosetta Carrington Lue is the Chief Customer Service Officer for the Managing Director’s Office and the Director of the Philly311 Non Emergency Contact Center.
Rosetta came to work for the City in 2008 to oversee the implementation of Philly311. Since then, she’s used the center as a springboard for innovation.
In 2009, Rosetta established the Philly311 Neighborhood Liaison Program. The program is front-line tool for civic engagement. Community leaders are trained as members of the Philly311 team and expected to report neighborhood concerns through the service. Since its inception, the NLP has trained over 600 citizens.
In 2010, Rosetta established an in-house customer service program for city employees. This program, the Customer Service Leadership Academy, offers classes like “How to Effectively Handle Customer Complaints” and “Basic Customer Service Telephone Skills.” Since 2010, the program has seen over 1,400 participants.
Rosetta also created the framework for the Citizens Engagement Academy, a program that trains citizens on how to use the resources of city government. Today, this program is used by the PhillyRising Collaborative to promote and facilitate civic engagement.
September of 2012 marked the launch of the Philly311 Mobile App. This app brings the 311 services to any smart phone. Since its launch, the app has evolved to include Hurricane FAQs (during Hurricane Sandy), Election Day polling and candidate information (for the November elections) and Licenses and Inspections information, allowing citizens to type an address to look up property history. In December of 2012, The Philly311 Mobile App won City Paper’s Big Vision Award in the category of Government and Politics.
Internally, Rosetta has implemented the Customer Service Officers program for each department within the Managing Director’s Office. Through this program, a designated customer service officer works with a team to evaluate his/her department’s customer service approach based on metrics and private-sector partnerships.
The Philly311 service itself has also seen innovation. Now citizens can use the 311 services by calling, emailing, visiting the website or walk-in center, communicating with 311 on Facebook or Twitter or downloading the mobile app. Technology was also installed in police vehicles so that officers could place service requests from the field; Philadelphia is the only U.S city to have done this. So far, Philly311 has trained over 800 officers. Through Philly311’s programs and services, the City of Philadelphia was designated by the Public Technology Institute as Citizen’s Engaged Community from 2010-2012.
These successes cannot be touted without mentioning Mayor Nutter and Managing Director Richard Negrin, both of whom have made customer service a priority. Rosetta’s role in these successes, however, is to have pushed that priority forward until it became a catalog of tangible products for citizens to enjoy. In 2008, the City of Philadelphia needed a 311 Contact Center. In 2013, the City of Philadelphia is a national leader in customer service. Rosetta played an invaluable role in that evolution.