RECAP: Philly Innovates Summit

Last week, the City of Philadelphia hosted a “Philly Innovates Summit” to highlight the successful implementation of the new Philly311 Customer Relationship Management (CRM) system and other innovative initiatives within Philadelphia city government. Through technology demos, panel discussions, a police vehicle, and even a youth hackathon, the day was an interactive celebration of how Philadelphia…

5 Ways Government Can Improve its Customer Service Excellence Brand

While government has started to incorporate more and more private sector strategies to improve operations, one effort where government is lacking is branding. Where private-sector companies are able to build brands that customers love and are enthusiastic about, governments tends to stray away from any substantial efforts to build a lovable brand. While government may never…

Customer Satisfaction: Innovating with Lack of Resources

My post originally appeared on the DigitalGov blog. As government contact centers, we all face financial and technological constraints in our pursuit to improve the customer experience. One challenge faced by many contact centers is staffing limitations to handle the volume of incoming customer traffic. There are barely enough employees to operate phones, let alone work on meeting…