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ICMA’s first National Study of 311 and Customer Service Technology made the association a national thought leader on centralized customer service centers. ICMA’s research focuses on how 311/CRM systems contribute to improved customer service, facilitate greater citizen engagement, support performance measurement, contribute to better local government budgeting, and aid in emergency response and recovery. Since 2009, ICMA has provided 311/CRM consulting services to local governments seeking to implement a 311/CRM system in their communities.
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In a democracy, community involvement is key to making good decisions. But securing the active involvement of citizens can be a challenge in our fast-paced world. The people who show up at community meetings aren’t the only ones with an interest. Learn more about strategies for improving community involvement.
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Educating residents about how their local government operates and the importance of their participation in community affairs is essential to a jurisdiction’s success. The better-informed residents are, the more they can assist their local government in ensuring a high quality of life for their community.