ICMA to study 311/Citizen Relationship Management systems
The Washington-based International City/County Management Association (ICMA) is planning a series of research projects on the best uses for 311 call centers and other centralized customer service systems. The programs are part of ICMA's ongoing National Study of 311 and Customer Service Technology, launched in 2006, that has generated case studies on 311 systems in San Antonio, Texas; Los Alamos County, N.M.; Lynwood, Calif.; and, most recently, Minneapolis.
In the new projects, ICMA and the Chattanooga, Tenn.-based Community Research Council will examine how 311 and 911 can best work together to provide emergency response, measure resident satisfaction with 311 systems and study the role of the systems in encouraging residents to be engaged with government. ICMA also will create an online forum for officials to discuss 311/citizen relationship management systems.
The national case studies are available at www.ICMA.org/311study.