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City of Philadelphia Selects ICMA to Assist Philly311

The City of Philadelphia has retained ICMA [the International City/County Management Association] and its partners, Stern Consulting LLC and PPT Consulting LLC, to provide consulting services for the selection and implementation of a new CRM application to meet the City’s...

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Questions & Answers

Performance Measures: 911 Emergency Call Centers

3 answers

Low Speed Vehicle or Golf Cart Ordinance

1 answer

Regional Multi Agency 311

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Customer Contacts

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Recent Documents

Hampton 311 Customer Call Center

Report or Article | Elizabeth Nisley, 311 Call Center Manager, City of Hampton, Virginia | 2011

Albuquerque Citizen Contact Center

Report or Article | Esther Tenenbaum, Division Manager, 311 Citizen Contact Center and Anne Phelan, ICMA Consultant | 2011

Information Flow during an Emergency: Washington 311 Non-emergency, Office of...

Sample Government Document | 2011

Hosting the 2008 Democratic National Convention

Report or Article | Michael Major, Director; Nick Scheidegger, Supervisor; and Mario Gonzales, 311 Agent Specialist, Denver 311 Help Center and Anne Phelan, ICMA Consultant | 2011

National Incident Management System (NIMS) and Incident Command System (ICS)...

Report or Article | Michael Docterman, Program Specialist, Federal Emergency Management Agency | 2011

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Topic Leaders

The following individuals have been identified as leaders in this area.

Sparks, Grant

Assistant Project Manager, ICMA
Washington, DC

Fleming, Cory

Senior Project Manager, ICMA
Washington, DC

People with Expertise

The following individuals have identified themselves as being knowledgeable in this area.

Lesnak, Matthew

Business Intelligence Manager, ICMA
Washington, DC

Hartley, James

CitiStat Analyst/Coordinator, City of Warren, Michigan

Malik, AJ

Enterprise Information Services Manager, County of Arlington, VA
Arlington, VA

Niblock, Elizabeth

Chief Information Officer, Louisville-Jefferson County Metro Government

McRae, Joseph

Interim Assistant City Manager, City of Evanston, IL
Evanston, IL

Friedman, Jeff

Chief of Staff, City of Philadelphia
Philadelphia, PA

Blog Posts

The Future of 311/CRM?

Cory Fleming

Consulting Services on the Knowledge Network

Alexandra Iannolo

311 as an Emergency Response Tool

Alexandra Iannolo

Customer Service Reps in the Future

Cindy Riordan

Citizen Engagement and government contact centers

Debra Russell

Building on tools for citizen engagement

Cindy Riordan

Q&A on 311/CRM Technology

Cory Fleming

Considering Local Government Customer Service

Cory Fleming

In tornado's wake, the path to recovery

Peter Dunn

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Related Topics

Budgeting GIS Citizen Engagement Customer Service and Satisfaction E-government Technology Performance Measurement