Nearly 300 local governments throughout North America have adopted some form of a centralized 311 or CRM system to respond to constituent calls for information and service. Many more local governments are exploring the feasibility of implementing such a system to help improve service delivery and streamline operations for their communities.

ICMA’s research partners at the 311 Synergy Group and the Association of Government Contact Center Professional (AGCCP) have been asked to join in a discussion of some of the issues, challenges, and trends emerging now in the industry. ICMA members are invited to contribute thoughts and suggestions through our new blog.