Creating a Welcoming and Connected City

The Philadelphia Experience

InnovationICMA Recommended

by Rosetta Carrington Lue, Chief Customer Service Officer, City of Philadelphia and Cory Fleming, Program Director, ICMA 311/CRM Consulting Services

This report provides managers with a primer on how local governments can build customer service into their daily operations and build an infrastructure to support excellence in service delivery.  The result of a unique partnership between the City of Philadelphia's Philly311 center and ICMA, readers will be taken through a step-by-step approach to Creating a Welcoming and Connected City.

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