You've heard about 311/CRM systems and their benefits for a while now, and think restructuring your organization's approach to customer service may make sense for your community.  But should you hire a consultant to help you get started? My answer is...it depends.

In the interest of full disclosure and transparency, ICMA does provide technical assistance services to local governments interested in implementing a 311/CRM system. And I really enjoy working with local governments to help them analyze what their needs are, select a system that best fits their needs, and implement it successfully. 

But some people choose to prepare their tax return every year; others take their financial paperwork to an accountant.  The same can be said when making the decision whether to go the do-it-yourself route or to hire a consultant. But there are questions that should be asked and answered before making a decision:

• Current Knowledge of 311/CRM Systems:  What level of knowledge does your organization have collectively on 311/CRM systems?  Is this an idea that’s been discussed and researched substantially?  Or are you in the beginning phases of research?

• Staff Resources, Talents and Interests:  Does your local government have an employee who is innovative, loves learning, and likes to take on new challenges?  Does this person have strong people skills as well as technology skills? Does this person have the time or can his/her schedule be adjusted to allow time to work on this project?  Is there potential for this person to “own” the project on a long-term basis?

• Timeframe:  How quickly do you need or want a new system up and running? Is the implementation a long-term or short-term goal for your local government?  What kind of return on investment do you need to see and when?

• Funding: How do finances influence this project? Will you automatically go with a low bid or is your organization more concerned about best fit?  Have you determined what your top requirements/features are in a system? What policies have you established for capital expenditures and would a system “in the cloud” be eligible for funding?

• Desired Results:  Are you looking to build a world-class customer service system for your residents?  Will you be using data generated by the system for performance measurement purposes?  What do you want the end product to look like?

Having someone familiar with the culture of your organization and its needs can go a long way toward building buy-in for a new project. If you have a team member with the talents and skills needed, going the do-it-yourself route will help build corporate knowledge within your organization.  If your staff resources are maxed out and you want someone with in-depth knowledge of industry, then hiring a consultant may make more sense.

Whether you decide to do-it-yourself or to hire a consultant, I would encourage you to do a community readiness assessment before going to bid on this new technology.  ICMA, together with the 311 Synergy Group and the Association of Government Contact Center Professionals, have produced a new In Focus report, “311/CRM Systems: Changing the Face of Local Government Customer Service,” that highlights the steps involved in conducting a community readiness assessment.  To order a copy of the report, click here.  And if you have questions about 311/CRM systems, be sure to stop by our exhibit in the ICMA Pavilion during the conference in Boston to talk to us.