Local governments across the country want to respond efficiently and effectively when their citizens need assistance.  Unfortunately, local governments’ ability to do so is often hampered by a myriad of access numbers that citizens find difficult to understand and use.  Which phone number are they supposed to call to get a problem fixed?  Which department can they turn to?

Centralized customer service systems, such as 311 call centers or constituent relationship management (CRM) software, have improved local government customer service in many communities, both large and small. Based on findings from ICMA’s National Study of 311 and Customer Service Technology, this workshop will provide local government professionals with a blueprint for implementing such a system in their own community.