Innovative Leadership by the City of Tulsa: Making Government Smarter and our Communities Better
As I mentioned in my previous blog, Verint recently wrapped up its annual global customer conference — Engage. The event took place in Las Vegas, and gave us an opportunity to collaborate with a few of our North American customers who shared their Verint stories with the press.
Their stories are about succeeding in new ways and working to make our world a better place. They describe a new breed of government leadership and innovation.
Today’s blog will highlight another of these innovative customers — the city of Tulsa.
Michael Radoff, Director of Tulsa’s Customer Care Center
When the city of Tulsa was gearing up to develop its next-generation 311 call center, it imported Michael Radoff to head up the effort. With more than 20 years of experience in the commercial and public sectors, Radoff is bringing commercial sector innovation and expertise to Tulsa. Most recently, Radoff oversaw the national consolidation of customer service operations into a “Center of Excellence Pioneer” for Gannett Company, the publisher of USA Today.
When up and running, Tulsa will be one of the few cities to feature an interactive voice response system to support 24×7 self-service, advanced online capabilities and other innovations that are prevalent in the commercial sector but still scarce in the public sector. When all phases are complete, Tulsa citizens should find it much easier to do business with the city via phone, mobile, Web, email, social media and chat.
The new system is also designed to improve efficiency. Tulsa receives between 550,000 and 650,000 311 calls and about 60,000 service requests each year. Radoff predicts the online capabilities of the new system alone may reduce call volume by 25 percent. The end result should give Tulsa a key competitive edge in attracting new businesses, jobs and special events—helping to deliver needed revenues to support growth.
Radoff is in his retirement years. However, instead of hanging up his career for a fishing rod, he’s chosen to apply his skills and talents to make a difference in Tulsa and contribute to the public good. It’s an interesting “cross pollination” approach that has tremendous potential for the public sector.
The efforts of the city of Tulsa represent the kind of innovation and leadership needed today. It is our hope that governments around the globe follow the example of Buffalo and Tulsa to not only provide exceptional service to its citizens, but also to help make their communities better.