ICMA Program Centers / Sustainable Communities / Projects / ICMA National Study of 311 and Customer Service Technology

311/CRM Technology

http://icma.org/ewebeditpro2/upload/09-144-311-Webpage-Banner.a(1).gif

 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:

http://icma.org/ewebeditpro2/upload/09-144-311-Webpage-Banner.a(1).gif

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

Citizen Engagement

Performance Measurement & Budgeting

In-Depth         

http://icma.org/ewebeditpro2/upload/09-144-311-Webpage-Banner.a(1).gif

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

 

http://icma.org/ewebeditpro2/upload/09-144-311-Webpage-Banner.a(1).gif

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

        

http://icma.org/ewebeditpro2/upload/09-144-311-Webpage-Banner.a(1).gif

Materials from educational sessions and webinars. 

  • 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

 Ochs_200px

 Rutgers_200px

 pti_200px

 ICMA Research Partners

  311_200  

 

AGCCP_Logo_final