Customer Service and 311/CRM Technology in Local Governments: Lessons on Connecting with Citizens

Source: Cory Fleming (ed.), ICMA, October 2008

This final report of ICMA’s National Study of 311 and Customer Service Technology serves as a valuable reference manual for local governments considering the implementation of a centralized customer service system.
Related story:
Helping Residents Help Themselves
Source: Annie Gentile, American City and County, April 2008

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