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

311/CRM Technology




 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:


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

Citizen Engagement

Performance Measurement & Budgeting



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



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



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




 ICMA Research Partners








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