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Learn about ICMA's research and technical assistance in 311/CRM Technology

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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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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

Disaster Recovery: Two Cities Share Their Experiences

Report or Article | Donna Arrechea, Supervisor, 311 Call Center, City of Riverside, California and Elizabeth Nisley, Director, Hampton 311 Customer Call Center, Hampton, Virginia | 2011

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

Sample Government Document | 2011

Corpus Christi Customer Service Center

Report or Article | Annie Leal, Customer Service Center Manager, City of Corpus Christi, Texas | 2011

National Incident Management System (NIMS) and Incident Command System (ICS)...

Report or Article | Michael Docterman, Program Specialist, Federal Emergency Management Agency | 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.

Hartley, James

CitiStat Analyst/Coordinator, City of Warren, Michigan

Burgess, Sid

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

Black, Alissa

Director, California Civic Innovation Project, New America Foundation

Niblock, Elizabeth

Chief Information Officer, Louisville-Jefferson County Metro Government

Wilke, Andrew

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

Malik, AJ

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

Blog Posts

Herbicides, fleets, and jails: New on the KN, May 13-20

Peter Dunn

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

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Related Topics

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

See also

Integrating 311 into Disaster Response & Recovery

311/CRM Roundtables - Archives

311/CRM Technology