Philadelphia recognized as a Citizen Engaged Community

Posted by on November 13, 2011

The City of Philadelphia was named by the Public Technology Institute as one of the top “citizen-engaged communities” in the nation.

PTI recognizes cities each year that demonstrate excellence in engaging citizens and are evaluated in four key areas: citizen participation processes, integrated communication channels, integrated technology and performance reporting. Philadelphia was selected for programs including the establishment of the 311 Call Center, multiple language support through the Global Philadelphia Language Access Program, utilization of social media, and multiple self service options such as SERVE Philadelphia.

“Philadelphians have always been eager to be involved in their government,” said Mayor Michael A. Nutter. “Over the past four years, we have created multiple new avenues for Philadelphians to report complaints, suggest solutions and to volunteer their time to make Philadelphia safer, cleaner and healthier. Notably, our 311 Call Center has processed more than 200,000 service requests since its opening, and we are always improving operations to make it easier and faster for residents. Philadelphians are definitely engaged, and I’d like to thank PTI for recognizing our citizens.”

During the past four years, the Administration has implemented multiple programs and initiatives to increase customer satisfaction and to improve the City’s responsiveness:
• SERVEPhiladelphia.com is the City’s new, user-friendly website designed to provide access to one-time and ongoing volunteer opportunities that match skills and interests throughout the city;

http://volunteer.phila.gov/

• In its first two years of operation, the 311 Call Center, which can be accessed through walk-ins, phone and Twitter, has achieved an average customer satisfaction rate of 92 percent and was designated as a Citizen-Engaged Community winner by PTI in 2010; and

http://www.phila.gov/311/

• The City has re-established PhillyStat, the City’s performance management program to review the progress of overall goals and evaluate departmental progress.

http://www.phila.gov/performance/Philly_Stat.html

The other large cities selected for this designation are Boston, Denver, Indianapolis, Kansas City, and Minneapolis.