311 Toronto 311 Toronto Pop 2.5 million Pop 2.5 million (1/2 born - - PowerPoint PPT Presentation

311 Toronto 311 Toronto

• Pop 2.5 million

Pop 2.5 million (1/2 born outside Canada)

(1/2 born outside Canada)

• 6

6th

th largest government in Canada

largest government in Canada

• Part of the original application to establish 311

Part of the original application to establish 311 in Canada (2004) in Canada (2004)

• Began 311 Toronto in 2005

Began 311 Toronto in 2005

• Launch in June 2008

Launch in June 2008

• Will be the 2

Will be the 2nd

nd largest 311 in North America

largest 311 in North America (agents) (agents)

Where will we be in 1 year? Where will we be in 1 year?

1. 1.

Transformation Transformation – – Service Centric Service Centric – – vs vs

• Customer Centric

Customer Centric

2. 2.

Satisfying the Satisfying the “ “Tri Tri-

• Actor

Actor” ”

3. 3.

Incorporating Web 2.0 Incorporating Web 2.0

From Service Centric to Customer From Service Centric to Customer Centric Centric

• Organizational Change Management

Organizational Change Management

• Service Silos

Service Silos

• Public sector deliveries services

Public sector deliveries services

• Municipalities have a monopoly

Municipalities have a monopoly

• Governments are change resistant

Governments are change resistant

• What is the motive for change?

What is the motive for change?

“ “Tri Tri-

• Actors

Actors” ”

• Citizen

Citizen – – Role as an Role as an “ “advocate advocate” ” – – Example Believes

Example Believes resource are better spend on public transit than roads resource are better spend on public transit than roads

• Customer

Customer -

• Role as a

Role as a “ “consumer consumer” ” – – Example wants

Example wants the pot hole fixed the pot hole fixed

• Taxpayer

Taxpayer – – Role as a Role as a “ “voter voter” ” -

• Does not want taxes to

Does not want taxes to increase increase

• Who is 311 responsible to?

Who is 311 responsible to?

Web 2.0 Web 2.0

• Facebook

Facebook

• Web Collaboration

Web Collaboration

• Wikipedia

Wikipedia

• SMS

SMS

• Photo and Video

Photo and Video

• How do we attract the

How do we attract the “ “Net Generation Net Generation” ”? ?