The Philadelphia Parking Authority (PPA) provides Philadelphia residents, businesses and visitors comprehensive parking management services. Their responsibilities include managing the city’s supply of off-street parking, regulating the use of on-street parking and providing convenient parking facilities at the Philadelphia International Airport.
In 2011, The PPA embarked on an effort to improve customer service and increase efficiency. The long-term goal is to strengthen the local community connection to the PPA and foster a more positive, responsive image of the organization. Part of this mission included exploring social media options to build a rapport with the community and offer new channels for dialogue. The PPA enlisted ChatterBlast to construct a strategic plan for social media interaction and growth, as well lay the groundwork for PPA expansion into various digital domains.
After extensive research and planning, ChatterBlast created a social media-based communications and customer service platform to engage the community, answer questions/concerns and escalate critical public issues to PPA directors. The strategy also called for enterprise-class customer service and team-based workflow technologies to be integrated with existing PPA business processes. Consistent content creation and engagement has allowed the PPA to provide the public with real time information and updates pertaining to parking in the city, events and other relevant information.