Rosetta had a rich set of experiences where she was a former Senior Executive Service (SES) -Senior Contact Center Advisor & White House Presidential Exec Fellow, as well as Deputy Managing Director/Chief Customer Experience Officer. Rosetta discusses the importance of not only citizen customer service – but citizen customer experience and why this is more critical than ever with so many government services having turned to online only. The discussion focuses on lessons learned at the City of Philadelphia which ran a highly successful 311 Center and developed an award -winning app aimed at citizen engagement.