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Rosetta Carrington Lue, Deputy Managing Director, City of Philadelphia, top 20 key critical success factors in building a Contact Center Operations
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Implementation & Lessons Learned
Rosetta Carrington LueDeputy Managing Director
311 Contact Center
Implementation & Lessons Learned
Rosetta Carrington LueDeputy Managing Director
311 Contact Center
Philly311Philly311
BACKGROUND
Opportunities*Project Approved June 2008 BUT $0 budget assigned*Go-live December 2008*24/7 Call Center Operations*City Hall Walk-in Center*Multi-access portals to service*Serve population of 1.6 million constituents, visitors and business partners
TRACKING PERFORMANCE
Performance Activities
* No performance goal available
DescriptionApril2009
March 2009
February 2009 January 2009Fiscal 2009
Year-to-Date
Total Incoming
Calls102,108 107,204 90,328 98,133 397,773
Average Weekday
Call Volume4,231 4,372 4,116 4,106 4,213
911/Emergency Transfers 2% 1% 1% 1% 1%
311 Customer Inquiries Resolution Summary
Top 10 Customer Calls by Department
Service Requests Resolved Within Service Level Agreement Time FrameAll Citizen Requests Resolved during April 2009
SUCCESS ACHIEVED!
Top 20 Critical Success Factors
1. Strong Senior LeadershipInvolvement & Support.
Top 20 Critical Success Factors
2. Strong Project Management Experience
3. Effective Synergy Between Information Technology & Operations Personnel.
Top 20 Critical Success Factors4. Strong Team
Communication & Coordination.
Top 20 Critical Success Factors
6. Increased Project Staffing at Beginning of Project.
Top 20 Critical Success Factors
7. Recruit Qualified Staff
Top 20 Critical Success Factors
9. Effectively Manage and Utilize External Resources
8. Promote User Responsibility, Participation & Ownership.
Top 20 Critical Success Factors
10. Map Business Processes
Top 20 Critical Success Factors
11. Go-Live Only When the Systems & the Operations are Ready.
Top 20 Critical Success Factors
12. Realistic Technology & Training Installation Timeframes.
Top 20 Critical Success Factors
13. Emphasis on Communication & Change Management.
Top 20 Critical Success Factors
14. Emphasis on Comprehensive End User Education & Training.
Top 20 Critical Success Factors
15. Emphasis on Systems Testing
Top 20 Critical Success Factors
16. Focus on Reports Early in the Project.
Top 20 Critical Success Factors
17. City Operating Department Partnership Rather than Adversarial Relationship.
Top 20 Critical Success Factors
18. Focus on Departmental Interfaces Early in the Project.
19. Focus on Data Accuracy
Top 20 Critical Success Factors
Top 20 Critical Success Factors
20. Hire Experienced Senior Leadership Talent
ROSETTA CARRINGTON LUE311 CONTACT CENTER DIRECTOR
CITY OF PHILADELPHIA
THANK YOU!
