Lue was named a finalist for the Silent Hero Award, “recognizing a public service leader of any age who has operated behind the scenes, silently working in a dedicated and committed fashion, without the limelight, who has laid the foundation for stellar public service results and community change at the local, national, or international level.” Lue has worked behind the scenes in Philadelphia city government to improve its customer service operations. In just 5 years, she has helped implement Philly311, the Philly311 Neighborhood Liaison Program, the Citizen’s Engagement Academy, the Customer Service Leadership Academy, the Philly311 Mobile App, the Customer Service Officer’s Program, and is currently leading the effort to implement a new 311 Customer Relationship Management (CRM) system, among other efforts.
Of the nomination, Deputy Mayor/Managing Director Rich Negrin said:
Without fanfare, Rosetta has quietly spearheaded our efforts to usher in a new era of citizen engagement in Philadelphia. Her diligent behind the scene efforts are empowering residents to better their communities and improve quality of life in many of our most challenged neighborhoods. Her tireless efforts are most worthy of this special recognition.
Of her own nomination Lue said:
I’m honored to be recognized by such prestigious organizations, among such innovative colleagues. I want to thank the City’s leadership, as well as staff across the organization, for their support in making these customer service implementations possible. I’m excited to see what we accomplish next.
The NextGen Public Service Awards and training bring together those dedicating their intelligence, exuberance, and professional lives to improving and invigorating the public service field. The ceremony will be held on July 23, 2014 in Washington, D.C.