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  1. Home

311 & CRM Systems

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.

Submit a Document
Displaying 55 - 63 of 168 results
Project / Research Report
7 Emerging Trends in Citizen Engagement

Using place as an enabler for successful citizen engagement. Seven trends are emerging as governments develop creative, new, location-based tools.

Blog Post
Finding the Right CRM Software Vendor to Meet Your 311 Operational Requirements
netforum_cfleming@icma.org
Dec 12, 2012
Blog Post
Using 311 vs. 7-Digit Numbers
netforum_cfleming@icma.org
Nov 13, 2012
Blog Post
Getting a Jump on Customer Service
netforum_cfleming@icma.org
Nov 07, 2012
Blog Post
Information Flow - The Push & Pull
netforum_cfleming@icma.org
Nov 06, 2012
Blog Post
A Phased Implementation or Not?
netforum_cfleming@icma.org
Oct 31, 2012
Project Manager to implement a 311 Call Center
Blog Post
311 & Stakeholder Involvement
netforum_cfleming@icma.org
Aug 23, 2012
Blog Post
Selecting Depts for 311 Implementation
netforum_cfleming@icma.org
Aug 14, 2012

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