Presentation focusing on Successful Citizen Service for the Transportation Industry - given March 9, 2011, at the Purdue Road School at Purdue University, Indiana.

1. Successful Citizen Service This Road’s Built for You Photo: http://www.flickr.com/photos/dougtone

2. Introductions 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 Group Manager of Grid Works, online magazine, & GovGrid, virtual grid for govt.

3. What does Customer Service Mean To Us?

4. Providing safe roads in good condition Photo: http://www.flickr.com/photos/ocean_of_stars

5. With an acceptable level of service Photo: http://www.flickr.com/photos/fontfont

6. And minimal impact to the environment Photo: http://www.flickr.com/photos/lanzen Photo: http://www.flickr.com/photos/dougbeckers

7. while allowing for alternate modes of transportation Photo: http://www.flickr.com/photos/joiseyshowaa Photo: http://www.flickr.com/photos/oedipusphinx

8. meeting all regulations

9. 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

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

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

12. Communication greases this wheel

13. It’s been a slow, reactionary process and not viewed as a prime directive

15. More demanding

16. More impatient

17. More income

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

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

21. 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

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

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

24. http://www.twitter.com/TxDOTSanAntonio Road Closures — Twitter

25. http://www.twitpic.com/photos/CapeTownFreeway Road Closures — Twitpic

26. “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/SDCountyDPW Road Closures — Facebook

27. Video http://www.youtube.com/user/FWPublicInformation Projects — YouTube

28. Blogs http://wsdotblog.blogspot.com Projects — Blogs

29. Photo Sharing http://www.flickr.com/photos/wsdot Projects — Photosharing

30. WikiPlanning http://www.wikiplanning.org Planning — Wiki

31. Serious Games http://vip.townofcary.org Planning — Serious Games

32. 3D Immersive Technology http://www.urbancircus.com.au Planning — 3D Immersive Tech

33. Augmented Reality http://www.layar.com Planning — Augmented Reality

34. Learning Management Systems http://www.moodle.org Education — Learning Mgmt Systems

35. Data Catalogs http://www.data.gov Education — Data Catalogs

36. Audio Casts http://www.blogtalkradio.com Education — Audio casts

37. Slide Sharing http://www.slideshare.net Education — Slide casts

38. Widgets Education — Widgets

39. Smart Phone Apps Education — Apps

40. Crowd Sourcing Information http://www.ushahidi.com Emergency Services — Crowdsourcing

41. Feedback Sites http://www.ideascale.com Citizen Feedback — Ideascale

42. Embed Google Forms http://docs.google.com Citizen Feedback — Google Forms

43. 311 Sites http://www.seeclickfix.com Work Orders — SeeClickFix

44. Remember, there be challenges along the way Access to what you need

45. Finding your voice PRACTICE!

46. Choosing Your Team

47. Researching

48. Setting Goals

49. Choosing The Right Tools

50. Setting Policy

51. Engaging!

52. Sharing Your Ideas, Success, and even Failures

53. RESOURCES: http://www.publicworksgroup.com http://www.munigov.org

54. Thank You! Questions? Pam Broviak, PE City of Geneva pbroviak@geneva.il.us Public Works Group pwg@publicworksgroup.com Contact Information: Twitter: http://www.twitter.com/pbroviak LinkedIn: http://www.linkedin.com/in/pbroviak Skype: Pam.Broviak Slides at: http://www.slideshare.net/publicworksgroup