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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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