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Deputy Mayor for Administration & Coordination and Managing Director
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Service Centered Leadership
In July 2010, Richard Negrin was sworn in as Deputy Mayor of Administration and Coordination and Managing Director of the City of Philadelphia. As Managing Director, Negrin oversees several high-profile, cross-departmental initiatives. PhillyRising, which targets neighborhoods plagued by chronic crime and quality of life problems, is an innovative and sustainable form of service delivery showing early signs of success. PhillyStat, the City’s performance management system, was redesigned under Negrin and is also changing how government is managed. It blends attributes of Baltimore’s CitiStat system with practices Negrin developed in the private sector. Philly311, a third initiative overseen by the Managing Director, is the City’s non-emergency call center. Having reached 3 million calls in two years, the 311 team is also developing and implementing a city-wide customer service strategy to improve the customer experience for residents of Philadelphia.
As Deputy Mayor, Mr. Negrin supervises the City’s key infrastructure departments, including the Office of Human Resources, the Office of Information Technology, and the Procurement Department. Mr. Negrin has worked closely with these departments to develop a culture of customer service and high performance throughout the organization, and these departments have also been among the first to participate in the new PhillyStat.
Prior to serving as Deputy Mayor and Managing Director, Mr. Negrin was appointed by Mayor Nutter to restructure the Board of Revision of Taxes and to serve as the agency’s Executive Director. Previously, he served as Vice Chair of the independent Philadelphia Board of Ethics and was Vice President, Associate General Counsel and a member of the Executive Leadership Council of ARAMARK Corporation. Negrin also previously held a position as a litigator with the global law firm of Morgan Lewis and served as a prosecutor in the Major Trials Unit of the Philadelphia District Attorney’s Office.
Mr. Negrin is a graduate of Rutgers University School of Law, where he was the recipient of the Richard L. Barbour, Jr. Memorial Award. He received his Bachelor’s degree in political science from Wagner College. During college, Mr. Negrin was a consensus football all-American and served as captain of the football team, helping to lead them to the small college National Championship in 1987. After college, Mr. Negrin played briefly in the National Football League, signing contracts with the Cleveland Browns in 1988, and the New York Jets in 1989.
1st Deputy Managing Director for Administration
Responsible for the oversight and management of the internal service departments. Those departments include; Records, Public Property, Fleet Management, Performance Management, Human Resources, Procurement and the 311 Citizen Contact Center. He previously served as Executive Vice President of the Private Industry Council of Milwaukee County and as Director of Parks and Public Infrastructure for Milwaukee County. He is a member of the Loras College Board of Regents and is involved Bethany College Athletic Association. Wilson holds a Bachelors of Arts degree from Bethany College and a Masters of Business Administration from Marquette University.
Rosetta Carrington Lue
Chief Customer Service Officer
Ms. Carrington Lue is responsible for managing the implementation of the Customer Service Support Plan, the comprehensive, performance-based initiative aimed at refining customer service and responsiveness to better serve the people of Philadelphia and enhance the city government’s cost efficiencies and functions. Her position is unique in municipal government in the United States. Lue also oversees the Philly311 Contact Center operations for the City of Philadelphia where she implemented the City's nationally recognized non-emergency contact center that delivers optimal customer service for 1.5 million residents, businesses, and visitors.
Under the direction of Richard Negrin, Managing Director for the City of Philadelphia, Lue and her team have spent the last year analyzing how the City's departments have operated historically and developing plans based on concrete data in order to ensure consistent, centralized objectives throughout the municipal government. Modeling the best practices of Fortune 500 companies as a methodology for creating a smoother operation, Lue was advised by prominent businesspersons from Philadelphia’s Private Sector Outreach Board.
Lue has over 15 years of hands-on experience in business operations and senior leadership in both the public and private sectors. She is recognized as an expert in customer experience management across diverse industries in both the private and public sectors, including domestic and international markets. Her focus has been on setting customer experience and brand strategy, implementing and operating core business processes, performance management, and leading extensive change management initiatives to drive optimal performance results.
Lue previously held positions as Vice President, Client Services at TGS Telemanagement Group Services, Vice President Contact Center & Marketing at Tatum Manufacturing, Assistant General Manager, Customer Service Utilities at Lakeland Electric, and North American Director Service Operations at CertainTeed Gypsum (formerly BPB America).
Lue holds a Master of Business degree in Management from Saint Leo University, a Bachelor of Science degree in Finance from Florida State University, and completed the Leadership Development Program at the University of Virginia, Darden Graduate School of Business Administration.
Deputy Managing Director / Director of Operations - Special Events
Ms. Jones has held this position since 2005. She is responsible for providing oversight, coordination and execution of city services to more than 300 special events and approximately 8 major motion picture film productions held each year in Philadelphia. Signature events include Parades, Concerts, PIFA Arts Festival, Marathon’s, Welcome America and Pro-cycling Bike Races to name a few.
In October of 2011, Ms. Jones was the project manager for the “Occupy Philly” encampment on Dilworth Plaza. Ms. Jones’ knowledge of, and experience in, special projects management is comprehensive, and includes writing operation plans, working with Police, Fire and Homeland Security for events which require the direct involvement of all city operating departments. Ms. Jones works closely with the law department and is responsible for ensuring that all necessary permits, insurances and agreements with the City are executed prior to any event.
Ms. Jones is also responsible for monitoring and analyzing the departments' performance, cost analysis and reimbursements, and serving as a catalyst to encourage cooperation and collaboration internally and externally. Other special projects have included: Presidential Visits, British Monarchy Visits, Project Brotherly Love (Hurricane Katrina Relief Effort), FEMA liaison (recovered $4M in reimbursements to the city), Democratic Presidential Debate at Drexel University, Extreme Home Makeover, Lebanese Repatriation Effort, Liberty Medal Ceremony, 150th Anniversary of the Academy of Music and the Philadelphia Crime Summit Conference.
Ms. Jones was originally appointed by the Mayor in November of 2001 as the Director of Planning for the Mayor’s Office of Community Services, the City’s Anti-Poverty Agency. This position had the direct responsibility and oversight of the funding sources that provided direct program services to low-income families. Prior to joining the City of Philadelphia, Ms. Jones has held numerous managerial positions in the private sector. She is the recipient of the Governor’s Award for Local Government Excellence, the American Red Cross Humanitarian Award, the Mayor’s MVP Award, and the NAACP National Voter Fund Award. She and her husband, 4th District Councilman Curtis Jones, Jr. have four children and live in Wynnefield.
Deputy Managing Director - Center of Excellence
With more than 20 years of executive leadership experience, Jackie Linton is the Deputy Managing Director tasked with heading up the newly formed Center of Excellence. The Center of Excellence is a resource for City departments and agencies to improve the quality of their services in measurable ways based on best practices. Ms. Linton's work in the Center of Excellence is focused specifically on process improvement, organizational development and performance management.
Ms. Linton's leadership expertise is in operations, engineering and human resources with a primary focus on process improvements. She has created enterprise-wide solutions for various companies using a systems approach, grounded in thorough analysis and clear metrics. This work has been proven to significantly impact and improve operating results.
Prior to joining the City of Philadelphia, Ms. Linton consulted with business leaders in the areas of career coaching, performance improvement, change management, strategic planning, operational planning and talent management. Ms. Linton has held a number of executive positions including Vice President of Human Resources for Synagro, Vice President of Organization and Leadership Development at ARAMARK Corp. and Vice President of Human Resources at Intracorp, a subsidiary of CIGNA Corp. Ms. Linton holds a Senior Professional in Human Resources certification from the HR Certification Institute, as well as a Bachelor of Science degree in Industrial Technology from Southern Illinois University and a Masters of Business Administration from the University of Illinois.
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