Blogs / Cory Fleming / Q&A on 311/CRM Technology
19 September 2011 | 8:00 AM
We have four national experts on 311/CRM technology -- Judith Cascio with EMA Inc., Rose Minton with Heights Consulting, Spencer Stern from Stern Consulting, and Steve Carter from Lagan -- who will be available to discuss your questions on "What's Next in the World of Local Government Customer Service?" on Monday from 11:30 am to 12:30 pm in Ballroom A on the first level. We'll discussing topics such as Open 311, calculating Return on Investment (ROI), the feasibility of outsourcing, and any other issue you want to address.
A group of about 30 people joined this roundtable discussion. We discussed a wide variety of topics including: return on investment for 311, Open 311, mobile applications, where 311 resides in the local government organization, outsourcing of 311 software and staffing, and industry standards. The group had questions about staff buy in, 311 call center obsolescence, feasibility for small communities and elected official buy in. Specific questions about 311 and CRM can be answered by visiting the ICMA Pavillion and talking with representatives from the 311 Synergy Group and AGCCE.
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Senior Project Manager, ICMA
International City/County Management Association 777 North Capitol Street NE, Suite 500Washington, DC 20002-4201
202.289.ICMA | fax 202.962.3500
3:23:40 AM
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