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Successful Citizen ServiceThis Road’s Built for YouPhoto: http://www.flickr.com/photos/dougtone

IntroductionsPam Broviak, P.E. City Engineer/Assistant Director of Public Works City of Geneva, ILCo-founder of several online groups: MuniGov, Be2Camp, Public Works GroupManager of Grid Works, online magazine, & GovGrid, virtual grid for govt.

What does Customer Service MeanTo Us?

Providing safe roads in good conditionPhoto: http://www.flickr.com/photos/ocean_of_stars

With an acceptable level of servicePhoto: http://www.flickr.com/photos/fontfont

And minimal impact to the environmentPhoto: http://www.flickr.com/photos/lanzenPhoto: http://www.flickr.com/photos/dougbeckers

while allowing for alternate modes of transportationPhoto: http://www.flickr.com/photos/joiseyshowaaPhoto: http://www.flickr.com/photos/oedipusphinx

all at a minimal cost and disruption to the public“Cycle lanes are a waste of money”—As reported in Autocar.co.uk on 2011-02-23“Diverging diamond improves traffic flow, saves money”—As reported in The Daily Times on 2010-12-20

So, for us, this isn’t only customer service, it’s our job description

Our job duties have evolved over time due to customer inputPhoto: http://www.flickr.com/photos/kenlund

Communication greases this wheel

It’s been a slow, reactionary processand not viewed as a prime directive

Besides we are facing new challenges from the public. . .More informed

More requests for fundingThen social media shows upSeen as a curse by some and blessing by others

Social media is greasing the wheel and once again changing our job description

Providing safe roads in good condition . . . in an open and transparent manner . . . With an acceptable level of service . . .

What’s the big deal?This change is not as easily assimilated as the other changes we experienced over the years—cannot be accomplished through design

Instead . . .This change will take place by leveraging Social Media (Communication). . . but how?

First, what is social media?And, how are others using it?

http://www.twitter.com/TxDOTSanAntonioRoad Closures — Twitter

http://www.twitpic.com/photos/CapeTownFreewayRoad Closures — Twitpic

“Plowing & Sanding Operations continue on mountain roadways. North end Sunrise Hwy remains closed, chains required elsewhere. Chains also required on Palomar Mtn, Montezuma Valley Rd, San Felipe. Complete rundown at http://sdcdpw.org/emergency”http://www.facebook.com/pages/SDCountyDPWRoad Closures — Facebook

Videohttp://www.youtube.com/user/FWPublicInformationProjects — YouTube

Blogshttp://wsdotblog.blogspot.comProjects — Blogs

PhotoSharinghttp://www.flickr.com/photos/wsdotProjects — Photosharing

WikiPlanninghttp://www.wikiplanning.orgPlanning — Wiki

SeriousGameshttp://vip.townofcary.orgPlanning — Serious Games

3D ImmersiveTechnologyhttp://www.urbancircus.com.auPlanning — 3D Immersive Tech

AugmentedRealityhttp://www.layar.comPlanning — Augmented Reality

LearningManagementSystemshttp://www.moodle.orgEducation — Learning Mgmt Systems

DataCatalogshttp://www.data.govEducation — Data Catalogs

AudioCastshttp://www.blogtalkradio.comEducation — Audio casts

�ݺ�ߣSharinghttp://www.slideshare.netEducation — �ݺ�ߣ casts

SmartPhoneAppsEducation — Apps

CrowdSourcingInformationhttp://www.ushahidi.comEmergency Services — Crowdsourcing

FeedbackSiteshttp://www.ideascale.comCitizen Feedback — Ideascale

EmbedGoogleFormshttp://docs.google.comCitizen Feedback — Google Forms

311 Siteshttp://www.seeclickfix.comWork Orders — SeeClickFix

Remember, there be challenges along the wayAccess to what you need

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Successful Citizen Service - This Road's Built for You

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Successful Citizen Service - This Road's Built for You