ICMA survey shows increase in cities’ use of 311 systems
A growing number of local governments are implementing or considering 311 centralized customer service systems, according to a survey by the Washington-based International City/County Management Association. The systems are designed to respond to residents’ non-emergency calls for service and relieve overburdened 911 systems.
According to the survey, 15 percent of local government respondents have implemented 311 systems, and 27 percent are considering adopting one. The survey, funded by the New York-based Alfred P. Sloan Foundation, features case studies on 311 systems in Los Alamos County, N.M., San Antonio, Texas, and other locations. The entire survey and case studies are available at www.icma.org/311study.