Building Great Neighborhoods

My office recently worked with local video producers Charles Morabito, Greg Heller, and Adam Maruszan to release an animated short titled “Philadelphia: A City of Neighborhoods.” The video tells the story of Philadelphia’s neighborhoods and the city government’s neighborhood-centric programs. Below is  the text to the video’s narrative. I hope you share this video with…

What’s the Difference Between 911 and 311?

In the basement of the Community Women’s Education Project in Somerset, Tess Donie of New Kensington Community Development Corporation handed out important business cards. This was the monthly meeting for Somerset Neighbors for Better Living. While the meeting itself was a perfect example of the power of community (the meeting was packed with opportunities to…

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…

Philly311’s Must Knows for the Snow

As we all know, Philadelphia has seen its fair share of snow over the past month. But with the harsh temperatures (and every other snow-induced inconvenience) comes questions about municipal services: “Will be trash be collected in the snow?” “Can I request a street to be plowed?” Philly311, the City of Philadelphia’s Non-Emergency Contact Center,…

The Philly311 Show: Emergency Management

Philly311, the City of Philadelphia’s non-Emergency Contact Center, is proud to present The Philly311 Show. Hosted by Chief Customer Service Officer Rosetta Carrington Lue, the show’s goal is simple: to engage, educate, and empower citizens with information about city services. Through interviews with employees from across the municipality, citizens can learn about new initiatives, available…

What is the Cold Weather Widget?

If you’ve been in Philadelphia the past few weeks, chances are you’ve noticed the cold weather. And if you’ve been using the Philly311 Mobile App, chances are you’ve noticed the “Cold Weather” widget, now appearing on the app’s home screen. The widget is a reference guide for common cold weather issues.  Specifically, the widget can…

How Can You Become a Philly311 Neighborhood Liaison?

The Philly311 Neighborhood Liaison Program trains community heroes on how to enter service requests directly into the 311 work systems. Neighborhood liaisons often become the centralized voice for their community; liaisons are knowledgeable about municipal services and can check the status of requests through personalized accounts. The program empowers neighborhoods through education, technology, and access.…