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City of Philadelphia Selects ICMA to Assist Philly311

ICMA will work with its partners to advise the city in its efforts to secure a new CRM application.

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Groups

311/CRM Technology for Beginners

The group is for local government practitioners who are investigating...

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Questions & Answers

Performance Measures: 911 Emergency Call Centers

3 answers

Low Speed Vehicle or Golf Cart Ordinance

1 answer

Regional Multi Agency 311

1 answer

Customer Contacts

1 answer

Recent Documents

Kansas City 311 Action Center - Citywide Performance Indicators

Data Report | 2012

Public Safety Training Opportunities through the Association of Public Safety...

Report or Article | Stephen J. Wisely, Director, Comm Center & 9-1-1 Services Department, APCO International | 2011

City of Kansas City, Missouri, 311 Action Center and Emergency...

Sample Government Document | Jean Ann Lawson, Operations Manager, Kansas City 311 Action Center | 2011

Hampton 311 Customer Call Center

Report or Article | Elizabeth Nisley, 311 Call Center Manager, City of Hampton, Virginia | 2011

Information Flow during an Emergency: Washington 311 Non-emergency, Office of...

Sample Government Document | 2011

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Topic Leaders

The following individuals have been identified as leaders in this area.

Fleming, Cory

Senior Project Manager, ICMA
Washington, DC

Sparks, Grant

Project Manager, ICMA
Washington, DC

People with Expertise

The following individuals have identified themselves as being knowledgeable in this area.

Burgess, Sid

Director of Government Relations, DotGov, Inc.
Seattle, WA

Schroeder, Jaime

Senior Management Analyst, City of Reno
Reno, NV

Lesnak, Matthew

Business Intelligence Manager, ICMA
Washington, DC

Malik, AJ

Enterprise Information Services Manager, County of Arlington, VA
Arlington, VA

McRae, Joseph

Interim Assistant City Manager, City of Evanston, IL
Evanston, IL

Wilke, Andrew

Associate General Manager, General Growth Properties
West Des Moines, IA

Blog Posts

AGCCE is now AGCCP

Cory Fleming

Engagement tech, public heroes, and new search tool: New on the KN, May 6-12

Peter Dunn

Water towers, golf courses, and contact centers: New on the KN, Apr. 29 - May 5

Peter Dunn

Linking citizens to local government

Cory Fleming

Compensation, capital improvement, and communication: New on the KN, Apr. 22-28

Peter Dunn

Transparency vs. Privacy

Cory Fleming

Service Level Agreements (SLAs)

Cory Fleming

Thinking about Communication Modes

Cory Fleming

Customer Service & Citizen Engagement

Cory Fleming

The 311/CRM Universe

Cory Fleming

Broken Windows

Cory Fleming

Data Analytics & Citizen Engagment

Cory Fleming

The Future of 311/CRM?

Cory Fleming

Consulting Services on the Knowledge Network

Alexandra Iannolo

311 as an Emergency Response Tool

Alexandra Iannolo

Customer Service Reps in the Future

Cindy Riordan

Citizen Engagement and government contact centers

Debra Russell

Building on tools for citizen engagement

Cindy Riordan

Q&A on 311/CRM Technology

Cory Fleming

Considering Local Government Customer Service

Cory Fleming

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Related Topics

GIS Technology Performance Measurement Budgeting E-government Citizen Engagement Customer Service and Satisfaction

See also

Integrating 311 into Disaster Response & Recovery

311/CRM Roundtables - Archives

311/CRM Technology