ICMA Program Centers
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 firstname.lastname@example.org or 207/854-1083.
ICMA researchers explore how different types of 311/CRM systems work in different communities.
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.
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