ICMA’s first National Study of 311 and Customer Service Technology made the association a national thought leader on centralized customer service centers. ICMA’s research focuses on how 311/CRM systems contribute to improved customer service, facilitate greater citizen engagement, support performance measurement, contribute to better local government budgeting, and aid in emergency response and recovery. Since 2009, ICMA has provided 311/CRM consulting services to local governments seeking to implement a 311/CRM system in their communities.
A primer on how local governments can build customer service into their daily operations and build an infrastructure to support excellence in service delivery.
ICMA provides consulting and technical assistance to help local governments plan, implement, and take full advantage of 311/CRM systems.
311/CRM systems continue to evolve.
This InFocus report gives managers the tools they need to establish a centralized customer service system.