ICMA National Study of 311 and Customer Service Technology

With funding from the Alfred P. Sloan Foundation, ICMA conducted research and developed new resources and tools for jurisdictions considering implementing a 311/CRM system. 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.     

Want more information? Contact Cory Fleming, project director, at cfleming@icma.org or 207/854-1083.

Links to Other Resources:

• Customized 311/CRM Technical Assistance Services
• 311/CRM Technology for Beginners Group
• ICMA's 311/CRM Blog
• Twitter @ICMA_311

ICMA researchers explore how different types of 311/CRM systems work in different communities.

Citizen Engagement

• Access Cupertino: Citizen Engagement for the 21st Century 
• 311 and Citizen Engagement in Savannah, Georgia
• Philly311: Engaging Citizens, Serving Customers

Performance Measurement & Budgeting

• Kansas City 3-1-1 Action Center, City of Kansas City, Missouri
• Saco Information Center and Online Request System, City of Saco, Maine
• Durham One Call Center   

In-Depth         

• Hampton 311 Customer Call Center
• Minneapolis 311 System
• Lynwood: One Call City Hall
• Los Alamos County KanDu/311 Contact Center
• San Antonio Customer Service/311
• “Customer Service is Just 3 Digits Away in San Antonio,” Public Management (PM) magazine, December 2006

The first national survey on local government use of systems to provide customer service to residents was conducted in 2007.

• ICMA's Local Government Customer Service Systems Survey, 2007
• Centralized Customer Service Systems Can Benefit Everyone,  Public Management (PM) magazine, November 2007
• More U.S. Local Governments Turning to 311 Call Systems; 911 Calls Drop Sharply with 311 Use, Survey Shows, press release for 311 National Survey results

Compilation of research and resources for decision makers on implementing and using 311/CRM systems.

• 311 Resource List 
• Requests for Proposals and 311/CRM Data Reports
• 211/311: Is There a Case for Consolidation or Collaboration?
• Integrating 311 into Disaster Response & Recovery
• Recommended Practices for 311/CRM Data Reporting
• The Business Drivers of Software as a Service (SaaS)
• Call Routing for 311: The Issues and Solutions, A White Paper
•  Elements of Community Readiness for a 311-CRM System  

Materials from educational sessions and webinars. 

• ICMA University Workshop, Using 311/CRM Technology to Improve Local Government Customer Service, at the ICMA Annual Conference, October 16 2010, San José, California 
• The State of 311 and Centralized Customer Service Systems, a discussion of ICMA national survey results, January 2008
• Presentations from the ICMA University Forum at the ICMA Annual Conference, October 10, 2007, Pittsburgh, Pennsylvania

• 311/CRM Roundtables - Archives.  Access recordings of our online discussions in 2009 and 2010 on various topics related to the implementation and maintenance of a 311/CRM system

 311/CRM Project Coordinating Group

 ICMA Research Partners

Customized technical assistance services

If your jurisdiction is considering implementing a 311/CRM system, ICMA staff can assist you with readiness assessments, process reviews, and strategic planning.  Contact Cory Fleming, project director, at cfleming@icma.org or 207/854-1083 or to learn more, click here.

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 Advice from the Field

On starting a new call center...

• Darcy Wilson, 311 Contact Centre Manager, Access Vancouver
• Sarah Taylor, Director of Constituent Services, Office of the Mayor, City of Indianapolis
• Marilyn Givan. Information & Referral Manager, MetroCall 311, City of Louisville
• Dee Crayton, Operations Manager, CharMeck 311

• Eva Liggins, Assistant Director, 311, Office of Strategic Customer Services, City of Dallas
• Don Stickney, Director, Minneapolis 311 
• Rob Klatchuk, Branch Manager, Customer Information Services, City of Edmonton