Next Monday (March 3), the 311 Snyergy Group will be releasing its annual 311 Comparative Survey.  This survey is one of the few resources for those in the local government customer service arena to learn how their operations compare with others throughout North America.  While there are ongoing discussions about how cost per call should be calculated, or how first call resolution should be defined and counted, the survey is a valuable source for learning more about the basics of 311/CRM system operations.  Questions about operating hours, technology being used, reporting relationships, and other key information that local government managers need to know can be found in the results of this survey.

If your local government has a centralized customer service system -- 311 or otherwise -- you need to complete and return this survey.  For more information, contact Margaret Wright at margaret.wright@dallascityhall.com.