Source: Evelina Moulder, ICMA, 2007
With funding from the Alfred P. Sloan Foundation, ICMA is conducting the first ever national study on 311 and related customer service technology used by local governments in the United States. The study will explore the benefits of and barriers to local governments adopting integrated systems for customer service. A national survey of local governments, together with information collected from a series of in-depth case studies, will help create a portrait of how local governments are using such systems to respond to citizen needs and build the local government-constituent relationship. When viewed together, the survey results and findings from the case study research will present current practices and successful implementation of coordinated systems for customer service.