There are nearly 300 centralized local government customer service systems (aka 311/CRM systems) in operating in North America, and many more local governments—such our conference hosts in Phoenix and Maricopa County—that are researching the feasibility of implementing such a system.

Even in the tough economic times local governments are facing now, customer service still has a critical role to play in service delivery.  Constituents who receive excellent customer service from their local government are more likely to support new budget measures or innovations in service delivery.  And centralized customer service systems are demonstrating their value to local governments in ways beyond improved customer service such as providing support in emergency response and disaster recovery, collecting important data for performance measurement and management, and contributing to smarter budget and resource allocation decisions.

Through its National Study of 311 and Customer Service Technology, ICMA has produced a wealth of unbiased research, resources, and tools designed to support local governments interested in designing and implementing a 311/CRM system. We have also begun offering direct technical assistance services to aid local governments with community readiness assessments, system planning, RFP development, and selection and implementation of needed technology (www.icma.org/311assistance). 

With the goal of supporting communities interested in 311/CRM systems, I am very pleased to report that again this year, two of ICMA’s Research Partners—CS Week’s 311 Synergy Group and the Association of Government Contact Center Professionals (AGCCP)—will have representatives on hand at the ICMA Pavilion in the Exhibit Hall to answer your questions about centralized customer service systems.   All the representatives from these two professional groups have direct experience in building a 311/CRM system and can help you sort out where to begin with planning.  Please stop by the ICMA Pavilion to chat with the representatives of both groups.