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.

With an ever-aging population, creating communities that are senior-friendly is increasingly an important topic for local government managers. ICMA has created resources to help communities deal with their aging populations.

A brownfield is a property where reuse may be complicated by the presence or potential presence of a hazardous substance, pollutant, or contaminant. Brownfields redevelopment provides significant opportunities for environmental and economic improvements.  Learn how local governments can successfully clean up and sustainably reuse brownfields with ICMA’s resources.