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Successful Citizen Service - This Road's Built for You
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Transcript of Successful Citizen Service - This Road's Built for You
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Successful Citizen Service
This Road’s Built for You
Photo: http://www.flickr.com/photos/dougtone
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Pam Broviak, P.E. City Engineer/Assistant Director of Public Works City of Geneva, IL
Co-founder of several online groups: MuniGov, Be2Camp, Public Works GroupManager of Grid Works, online magazine, & GovGrid, virtual grid for govt.
Introductions
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What does Customer Service Mean
To Us?
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Providing safe roads in good
condition
Photo: http://www.flickr.com/photos/ocean_of_stars
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With an acceptable level
of service Photo: http://www.flickr.com/photos/fontfont
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And minimal impact to the environment
Photo: http://www.flickr.com/photos/lanzen
Photo: http://www.flickr.com/photos/dougbeckers
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while allowing for alternate modes of transportation
Photo: http://www.flickr.com/photos/joiseyshowaa
Photo: http://www.flickr.com/photos/oedipusphinx
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meeting all regulations
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all at a minimal cost and disruption to the public
“Diverging diamond improves traffic flow, saves money”—As reported in The Daily Times on 2010-12-20
“Cycle lanes are a waste of money”—As reported in Autocar.co.uk on 2011-02-23
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So, for us, this isn’t only customer service, it’s our
job description
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Our job duties have evolved over time due to customer
input
Photo: http://www.flickr.com/photos/kenlund
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Communication greases this wheel
CitizensTransportation Industry
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It’s been a slow, reactionary process
and not viewed as a prime directive
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Besides we are facing new challenges from the public. . .
•More informed•More demanding•More impatient•More income•More requests for funding
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Then social media shows up
Seen as a curse by some and blessing by others
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Social media is
greasing the wheel
and once again changing our job description
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Providing safe roads in good condition . . .
in an open and transparent manner
. . . With an acceptable level of service . . .
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This change is not as easily assimilated as the other changes we experienced over the years—cannot be accomplished through design
What’s the big deal?
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This change will take place by leveraging Social Media (Communication)
Instead . . .
. . . but how?
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First, what is social media?
And, how are others using it?
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http://www.twitter.com/TxDOTSanAntonio
Road Closures — Twitter
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http://www.twitpic.com/photos/CapeTownFreeway
Road Closures — Twitpic
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http://www.facebook.com/pages/SDCountyDPW
Road Closures — Facebook
“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”
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http://www.youtube.com/user/FWPublicInformation
Projects — YouTube
Video
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http://wsdotblog.blogspot.com
Projects — Blogs
Blogs
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http://www.flickr.com/photos/wsdot
Projects — Photosharing
PhotoSharing
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Planning — 3D Immersive Tech
3D ImmersiveTechnology
http://www.urbancircus.com.au
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Education — Learning Mgmt Systems
LearningManagement
Systems
http://www.moodle.org
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Education — Widgets
Widgets
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Education — Apps
SmartPhoneApps
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Emergency Services — Crowdsourcing
CrowdSourcing
Information
http://www.ushahidi.com
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Remember, there be challenges along the way
Access to what you
need
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Finding your voice
PRACTICE!
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Choosing YourTeam
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Researching
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SettingGoals
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ChoosingThe RightTools
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SettingPolicy
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Engaging!
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Sharing Your Ideas,
Success, and even
Failures
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RESOURCES:http://www.publicworksgroup.com
http://www.munigov.org
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Thank You! Questions?
Contact Information:
Pam Broviak, PECity of [email protected]
Public Works [email protected]
Twitter: http://www.twitter.com/pbroviakLinkedIn: http://www.linkedin.com/in/pbroviakSkype: Pam.BroviakSlides at: http://www.slideshare.net/publicworksgroup