Three directors of local government customer service centers answered questions from conference participants about the benefits of such a center.  Susan Pontarelli (Evanston, IL), Dee Crayton (Charlotte, NC), and Steve Craig (Somerville, MA) answered questions ranging from what type of customer relationship management (CRM) system each used to how they had worked with their service departments to encourage the adoption of the new system to helping elected officials respond to their constituents.