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ICMA launched its sixth special section of LGR: Local Government Review in the July 2019 issue of Public Management (PM) magazine. This two-article issue, which includes two special survey infographics, is filled with key research findings and expert insights on local government issues and trends.

1. Community Engagement: In Police Services and Beyond

ICMA published a report in 2018 titled The Model Police Officer: Recruitment, Training, and Community Engagement, which focused on recruitment issues facing police departments. This article is intended to emphasize a series of related community-focused issues. Inside the article, you'll also find insights on trends in:

  • Recruitment strategies.
  • Police/community relations.
  • Community engagement methods.
  • Trust and accountability.

2. Evolution of San Antonio’s 311-Customer Relationship Management System

San Antonio, Texas, implemented a homegrown 311-CRM system developed by the city’s IT team for improved customer service early on in 2004. In 2006, ICMA selected San Antonio for a case study series, “Call 311: Connecting Citizens to Local Government,” which also included Minneapolis, Minnesota; Lynwood, California; Los Alamos County, New Mexico; and Hampton, Virginia. Over the years, San Antonio has continued to make improvements and implemented technologies that assist with providing additional information to residents. This case study provides an update on the improvements San Antonio has made to its system. This study looks at the following elements in designing their respective 311-CRM systems:

  • System functionality and major features.
  • Performance measurements and service provision.
  • Citizen engagement and public outreach.

This edition of LGR also includes two infographics on recently completed ICMA surveys:

  • Municipal Form of Government Survey.
  • 2018 CAO Salary and Compensation Survey.

ICMA is offering its sixth special section of LGR: Local Government Review in the July 2019 issue of Public Management (PM) magazine as a free benefit for members.

Download Local Government Review

Non members can purchase LGR for $8.95.

Purchase Local Government Review

Not a member or subscriber of PM magazine and like what you see? Subscribe today!

A 16-page special section of the July 2019 Public Management (PM) magazine is available to ICMA members and PM subscribers for free.

What's Inside:

  • Infographic: Municipal Form of Government Survey
  • Community Engagement: In Police Services and Beyond
  • Case Study: Evolution of San Antonio’s 311- Customer Relationship Management System
  • Infographic: 2018 CAO Salary and Compensation Survey

This revised and expanded edition is for local governments that have not yet started measuring performance and those that have taken the first steps and want to make the best possible use of the data they collect. Using a question-and answer format, it takes the reader step by step through setting up a performance measurement and management program, defining the most meaningful metrics to track, ensuring data quality, and using data to make management decisions.

The new year signifies a chance for reflection; to think about this past year’s successes and challenges and rededicate ourselves to our goals and missions for the future. Through reflection, we acknowledge the past trends to help predict some of the opportunities of the coming year. With the goals of reflection and prediction, ICMA reached out to 19 thought leaders on hot topics in local government.

Whether you are thinking about post-disaster recovery, organizational culture shifts, or equity and inclusion in the profession, the predictions from these experts can offer you a new perspective on these important issues in local government.

Start off your 2019 planning by considering these 19 ideas about the future of local government. You may find inspiration for your next big idea or make some predictions of your own!


ICMA endeavors to support members at all stages in their careers and lives. Therefore, ICMA has developed a new set of resources to support members who are thinking of transitioning from full-time local government careers into their next life phase or those members who have recently moved into encore endeavors. Many of the resources provided below were developed by the Cal-ICMA Senior Manager/Encore Manager Initiative and are now available to all ICMA members.

Tips for States to Start Encore Programs




The Cal-ICMA Committee on Senior Managers/Encore Managers has released five "how-to" papers. These papers focus on assisting local government managers who are retiring from full-time careers and wish to explore encore careers.

If you would like to suggest a resource to be shared with colleagues, please contact Robert C. Donnan, ICMA Program Manager.


General Resources and Advice


  • 2016 ICMA Advisory Board On Graduate Education; Managers as Teachers: A Practitioner’s Guide To Teaching Public Administration.  3rd edition.  ICMA, 2016.

  • Block, Peter; Flawless Consulting--A Guide to Getting Your Expertise Used

  • Bridges, William; Transitions

  • Brooks, David; The Second Mountain: the Quest For a Moral Life

  • Crowley, Chris and Lodge, Henry S., MD; Younger Next Year

  • Freedman, Marc; Encore: Finding Work That Matters In the Second Half of Life

  • Gardner, John W.; Self-Renewal

  • Hudson, Frederic; The Adult Years

  • Leider, Richard J. and Shapiro, David A.; Repacking Your Bags

  • Leider, Richard J. and Shapiro, David A.; Claiming A Place At the Fire

  • Leider, Richard J. and Webber, Alan; Life Reimagined: Discovering Your Life Possibilities

  • Retirement Coaches Association; The Retirement Challenge: A Non-financial Guide From Top Retirement Experts 

  • Zelinski, Ernie; How To Retire Happy, Wild and Free


Different Journeys

Read vignettes by individual managers about their encore careers.


To help you think about your potential “encore” experiences, ICMA has organized a one-to-one peer coaching service.  If you are thinking of transitioning into your next life phase or have already left full-time local government management, you may wish to connect with a manager who has already began his/her encore adventure.

Role of the Peer Coach

The role of the peer coach is to support you in your encore journey.  The peer coach will listen to your hopes and dreams as well as any fears and concerns you may have about your next life phase. By asking questions, the coach can help you clarify your aspirations and provide feedback about some options and potential encore activities that you may wish to consider given your dreams.  In so doing, the coach may relate his/her journey and provide any personal lessons learned.  The coach may suggest some opportunities, contacts, and ways to practice or “rehearse” encore experiences before you commit to fully pursuing them.

Coaching is a conversation.  Coaching can be a one-time conversation, two or three discussions, or an ongoing relationship depending on the desires of both coachee and coach.

Selecting a Peer Coach

Below are the profiles of those encore managers who are and enthusiastic about supporting your next life phase journey.  We suggest that you review the profiles and select one or two coaches to contact.  Each peer coach has indicated areas in which he or she is engaged as an encore.  If you interested in teaching or interim management, you may wish to contact one of the coaches who have had that experience.

    Profiles of Peer Coaches

    Click here for profiles of available peer coaches in the Encore Manager program.

    A model for a peer coaching conversation

    How to Create a Great Coaching Relationship, developed by Don Maruska, Director of the ICMA Coaching Program.  The model provides a sequence of seven steps to guide your coaching conversation.

    Serving as a Peer Coach

    If you have already embarked on your encore journey and wish to serve as a peer coach, contact Robert C. Donnan, ICMA Program Manager.


    If you are interested in bringing the Life, Well Run campaign to your community, state, or school, ICMA has developed a variety of resources that you can use. These resources will help raise awareness of and appreciation for the value that professional local government managers bring to building great communities we’re proud to call home.

    Ethics Matter!

    This e-book from ICMA is a member benefit that presents sound ethics advice in a collection of columns from the Ethics Matter! columns that appear in every issue of Public Management (PM) magazine. Nonmembers may purchase it from the online bookstore:



    ICMA understands how critical technology is in this digital age for delivering services to community residents. Our members must be aware of what it takes to protect their computer systems and what current and future leading practices may look like. To that end, we are pleased to have worked with our strategic partner Microsoft on the development of this important report on cybersecurity and what policies and procedures local governments are undertaking to protect their computer systems from attacks.

    What's Inside:

    • Local Government Cybersecurity in the United States: Survey Reveals Problems and Practices
    • A Plan for Cybersecurity
    • The Cloud and Enterprise Cybersecurity: Leveling the Playing Field
    • Cybersecurity Case Studies
    • Community Profiles
    • Summary of Survey Results
    • Measures of Cyberattacks and Cybersecurity Preparedness

    With publication of Smart Solutions: Technology Serving Communities, we encourage public administrators to become more familiar with the trends in smart technologies and consider the possibilities, challenges, and impacts of smart technology solutions in their communities. This publication is written for public administrators, elected officials, and academics who desire a primer on “smart cities,” or emerging technologies. ICMA and the Institute for Building Technology and Safety (IBTS) offer Smart Solutions in a format featuring pertinent context, how-to guidance, diverse case studies, and relevant resource information on emerging technologies. Smart Solutions is intended to encourage further exploration.

    Nonmembers can access the e-book here.

    To assist managers with their daily challenges, ICMA's First-Time Administrator Task Force prepared this concise yet comprehensive guide that both emerging leaders and veteran managers can benefit from this handbook's suggestions.

    At some point in your career, you’re likely to face a decision whether to seek and/or accept a position as a chief administrator in a local government. Perhaps you want to advance to the next step on your career ladder—or maybe you’ve been offered a chief administrator position because the CAO in your community resigned, or because a recruiter identified you as a candidate for the job.

    The First-Time Administrator’s Handbook is for professionals like you who are embarking on—or contemplating—a first position as a local government CAO. It offers advice and perspectives on the transition, whether you’re a recent MPA graduate, a current assistant/deputy manager or department head, or a manager in a private-sector or nonprofit organization or the military.

    This handbook also contains useful advice for managers who serve as a community’s first appointed professional CAO, although it does not cover some of the unique challenges of that position—such as educating the governing body and the community about the role of an appointed administrator or navigating the changes in responsibility and authority that may accompany the introduction of the CAO role.

    Each chapter and section is organized to help you quickly access information. First, a high level “airplane view” gives a quick glance at the material. Second, a “bird’s-eye view” outlines important principles to give you an overview of the topic. Next, a “beach view” provides a lengthier discussion. Finally, a “deep dive” section provides additional detail and links to online resources that will help you enhance your knowledge and advance your career. 

    The "Deep Dive" members-only material will be posted shortly.

    Explore more ICMA Career Guides.