311 Toronto 311 Toronto � Pop 2.5 million Pop 2.5 million (1/2 born outside Canada) � (1/2 born outside Canada) th largest government in Canada � 6 6 th 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 � nd largest 311 in North America � Will be the 2 Will be the 2 nd largest 311 in North America � (agents) (agents)
Where will we be in 1 year? Where will we be in 1 year? Transformation – – Service Centric – – vs - Transformation Service Centric vs - 1. 1. Customer Centric Customer Centric Satisfying the “ “Tri Tri- -Actor Actor” ” Satisfying the 2. 2. Incorporating Web 2.0 Incorporating Web 2.0 3. 3.
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” ”? ? �
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