Creating a Welcoming & Connected City: The Philadelphia Experience

Creating a Welcoming and Connected City: The Philadelphia Experience shares Philly311’s journey to becoming a leader in customer service, and encourages a critical discussion on public sector return on investment from customer service and community engagement initiatives. More
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About rosettalue

Rosetta Carrington Lue is a dynamic leader in the fields of Customer Experience, Contact Center Operations and Community Engagement management in both public and private sectors.

Rosetta’s expertise has been cited in numerous publications, including Customer Experience 3.0 by John Goodman and Future of Digital Services - 5 Trends Transforming Government by GovLoop Magazine. She is co-authoring a book with International City/County Management titled “Creating a Welcoming and Connected City: The Philadelphia Story”.

In 2008, Rosetta was appointed by Mayor Michael A. Nutter to serve as the City of Philadelphia’s 311 Contact Center Director. Philly311 provides citizens with a single point of contact for all non-emergency local government services. Later she was selected to be Philadelphia’s first Chief Customer Service Officer. She was recently appointed as the City's Project Executive to oversee the implementation of the CRM platform for 28k employees, 1.5 million residents, businesses, and visitors. The cloud-based CRM project was successfully launched in December 2014 and was highlighted at the Philly Innovates Summit in February 2015.

Under her leadership, Philly311 was named a finalist for the prestigious 2015 United Nations Public Service Award - "Innovating Public Service Delivery" international award. Additionally, Philly311 has been recognized with the several honors, including: Big Vision Award for implementation of Philly311 App; 2015 CRM Excellence Award; and Public Technology Institute Citizen Engaged Community for the City of Philadelphia (designated four consecutive terms).

Rosetta has also received numerous esteemed awards, such as: Top 50 Contact Center Thought Leaders on Twitter by International Customer Management Institute; Top 100 Huffington Post Customer Service Pro (only public sector leader named); and Woman of Distinction & Influence by the Philadelphia Business Journal.

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