CITY OF PHILADELPHIA’S 311 CONTACT CENTER RECOGNIZED FOR CITIZEN ENGAGEMENT BY THE PUBLIC TECHNOLOGY INSTITUTE

Philadelphia, December 9, 2015 — The City of Philadelphia’s 311 call center, a non-emergency contact center, has been recognized as a 2015-2017 Designated CitizenEngaged Community for its creative engagement and best practices to provide service to citizens by the Public Technology Institute (PTI), a national technology organization that supports local governments.

“From day one, our Administration has been committed to providing outstanding customer service to the citizens of Philadelphia.  And since its launch, Philly311has been an important part of that work,” said Mayor Michael A. Nutter.  “I am proud of its efforts to make governmentmore responsive, accessible and engaging with its constituents and more efficient and effective service providers using technology.  Congratulations to Philly311 and the entire contact center staff.” 

PTI created the annual designation program to recognize excellence in multi-channel contact centers and best practices for the use of Citizen Relationship/Records Management (CRM) systems, 311 services, web portal technology, telephone systems and mobile communications infrastructure.

Philly 311 received the designation for its proficient and high-performing multi-channel contact center, including the successful rollout of the new Customer Service Management system, the remote contact center used during the Papal visit and the fire alarm distribution program, “Freedom from Fire”, which works with the Fire Department to provide and install free smoke detectors to residents. 

“The City of Philadelphia, under Mayor Nutter’s leadership, has worked to bring innovative tools to citizens that enhance the way we do business with our residents,” said Deputy Mayor for Administration and Coordination and Managing Director Rich Negrin. “We constantly develop and improve the Philly311 Contact Center technology and programming to actively bring City services to people where they are.”

James Morse, Philly311 Senior Contact Center Manger, added, “Philly311 has revolutionized Philadelphia government’s interactions with the citizens. The Philly311 team provides access to local government and connects with citizens to empower, educate and inspire them to have a positive impact on their city. We are honored to receive this designation from Public Technology Institute for another year in row.”

More information about PTI’s Citizen-Engaged Communities and this year’s winners is available at http://www.pti.org/awards/citizens/cec15.asp.

Posted in Mayor's Press Releases, Press Release
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