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.  

Community members pay taxes and consume local government services, and they most likely have opinions about the quantity and quality of those services and about the community as a place to live and work. Citizen and resident surveys can tap those opinions and provide valuable input to city and county managers and elected officials as they set priorities and allocate resources. Where formal performance management systems are in place, survey responses are frequently used as indicators of service quality.

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.