As a project of the ICMA National Study of 311 and Customer Service Technology, ICMA, the 311 Synergy Group, and the Association of Government Contact Center Employees (AGCCE) have produced this list of recommended practices for 311/CRM data reports.  These recommendations are based on an analysis of thirty-seven reports received from jurisdictions throughout the United States and Canada. This list of recommended practices for producing the reports provides guidance to 311 directors and managers on generating reports for citizens, elected officials, and department managers as well as for their own internal purposes.