One thing 311/CRM systems do very well is generate data.  Lots and lots of data.  Traditionally such data has been used to track performance over time and learn more about what services residents most want. As we enter the age of "Big Data," however, the new challenge is for local governments to use that data in more innovative and creative ways to improve quality of life in the community. 

Local governments have long maintained community records, but few take full advantage of the wealth of data these records represent. Opening up data to the public enhances governments’ ability to deliver services, operate transparently, and make informed community decisions. Engaging nonprofits and developers can stimulate additional benefits for residents.

The open data/open government movement goes beyond Freedom of Information (FOI) laws and encourages local governments to make their data available to the public in a format that makes it possible residents to manipulate and analyze data for a variety of purposes.  In very simplistic terms, it represents the difference between balancing your checkbook using a paper statement and cancelled checks versus using software to download your financial transactions and reconcile those transactions with your online statement.  Both methods get the job done, but one gets it done a lot faster.