PHILADELPHIA RECOGNIZED BY THE PUBLIC TECHNOLOGY INSTITUTE AS A CITIZEN-ENGAGED COMMUNITY

Philadelphia, June 4, 2010 – The City of Philadelphia was designated by the Public Technology Institute (PTI) as one of nine local governments from across the United States to be named a Citizen-Engaged Community because of the City’s effort to provide the public with multi-channel access to government services and information. This designation is for two years (2010 – 2012). After that, local governments designated in this inaugural round of the program must re-apply for designation. PTI’s Citizen-Engaged Communities Designation Program challenges local governments to achieve high standards of citizen participation, service delivery, and democratic accountability.rnrn“Philadelphia’s 311 Contact Center has not only improved response time for citizen service requests, but it has also created a new avenue for transparency, efficiency, and accountability in our government,” said Mayor Michael A. Nutter. “I am pleased that the Public Technology Institute has recognized the major strides Philadelphia has taken to offer the public unprecedented access to their government. I would also like to thank the 311 Contact Center’s Director, Rosetta Carrington Lue, for her diligence and hard work making this center a model for the nation.”rnrn“Establishing the 311 Contact Center and the Phillystat data collection system has revolutionized the way citizens interact with government in Philadelphia,” said Managing Director Dr. Camille Barnett. “I’d like to thank PTI for recognizing the positive impact these services have on our city’s residents, businesses, and visitors.”rnrn“One of the primary strategic objectives the Mayor set forth is for the City of Philadelphia to become a national customer service leader. So for the 311 Contact Center to be nationally recognized during our first year as one of eight cities designated as a citizen-engaged community is a huge accomplishment,” said Rosetta Carrington Lue, 311 Contact Center Director. “The 311 staff and I thank PTI for acknowledging our commitment to the City’s Vision.”rnFor the past two years, PTI and an advisory board of local officials and representatives from the technology sector developed criteria for designation as a Citizen-Engaged Community. The criteria includes:rnCitizen Participation Processes (information, service requests, complaints, interactive business applications and forms, surveys, focus groups, suggestions, chats);rnIntegrated Communication Channels (contact center, self-service Web and automated phone systems, walk-ins, neighborhood stations, contact center linkage with service departments, mobile citizens and mobile crews);rnIntegrated Technology (311, call management, CRM, Web 2.0 applications, VoIP telephony, GIS, work management, mobile communications, knowledge-based data repositories);rnPerformance Reporting (external citizen metrics, customer-driven internal service metrics, use of real-time data, service level agreements for contact center and service departments).rnrnOther local governments designed as Citizens-Engaged Communities are:rn• Buffalo, New Yorkrn• Corpus Christi, Texasrn• Greensboro, North Carolinarn• Hampton, Virginiarn• Miami-Dade County, Floridarn• New York, New Yorkrn• San Francisco, Californiarn• Winston-Salem, North CarolinarnrnAbout PTIrnCreated by and for cities and counties, the not-for-profit Public Technology Institute promotes innovation and collaboration for thought leaders in government and advances the use of technology to improve the management and delivery of services to citizens. For more information visit www.pti.org.