Just days after receiving its 6 millionth call, Philly311 celebrated its 5th year anniversary. The contact center, which first open its doors on December 31st, 2008, has grown to much more than a traditional 311 service.
Mayor Nutter implemented Philly311 to connect residents with City service and information. Within the first year of operation, the center launched its Neighborhood Liaison Program, empowering residents to directly enter and track service requests in the 311 system. Since that time, over 900 Neighborhood Liaisons have been trained.
In 2011, Chief Customer Service Officer and Philly311 Director Rosetta Carrington Lue launched the Customer Service Leadership Academy, an in-house training program for City employees. As customer service experts, Philly311 employees began teaching classes such as “How to Handle Customer Complaints” and “Email Etiquette,” among others.
In 2012, Philly311 launched the Philly311 Mobile App which brought the 311 service to any smart phone. Additionally, interdepartmental efforts resulted in the creation of widgets to provide customers with the most up-to-date information as possible during events such as Hurricane Sandy, Election Day, winter storms, and heat waves. The app also added a widget for Licenses and Inspections data.
After receiving approximately 1.2 million calls each year, implementing a wide-spread community engagement effort, extending its services through social media channels, airing a television show on Philadelphia’s Channel 64, and launching a popular mobile app, Philly311 has had a successful five years. Through Phlly311’s efforts, Philadelphia has been designated a “Citizens Engaged Community from the Public Technology Institute from 2010-2o13. Philly311 was also a finalist in ICMI’s Global Call Center Awards in 2012. The Philly311 Mobile App has received recognition too. The app won City Paper’s Big Vision Award in 2012 and was named a “Significant Achievement” in PTI’s Technical Solutions Awards.
Overall, Philly311’s success is a product of great leadership, interdepartmental collaboration, external partners, and a dedicated staff. Happy Five Year Anniversary!
Here’s a trip down memory lane: