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Every day local governments must provide 311/CRM (customer relationship management) services to answer questions and handle service requests from their residents. At the same time, they’re being asked to provide these services with shrinking budgets and resources. Local governments—both large and small—have begun to look at the feasibility of establishing some form of a centralized customer service system, using either 311 or a 7-digit number for phone calls. While established primarily to take the burden off the number of calls being made to 911 and police departments, 311 has moved beyond its original focus on improving customer service.
This InFocus report gives managers the tools they need to establish a centralized customer service system. The report shows them innovative and value-added uses for this critical technology and the wealth of data these systems generate that makes sense for a local government and its citizens.
Download this InFocus report to learn
If a centralized customer service system is right for your community
How to structure a centralized customer service system
How to map processes and procedures.
About the Author:
Cory Fleming, Program Director, ICMA 311/CRM Technical Assistance Services, served as the project director for the ICMA National Study of 311 and Customer Service Technology (icma.org/311) from 2006-2011, funded by the Alfred P. Sloan Foundation. This national study, the first of its type, resulted in a wealth of new research, resources, and tools for local governments that are implementing or maintaining a centralized customer service system. She currently oversees ICMA’s 311/CRM Technical Assistance Services providing contract support to local governments implementing 311/CRM systems.
(2013, vol. 45, no. 3)