Membership Login Required

311 Survey: Customer Service Systems Spread to Smaller Cities and Counties

Abstract:

Local government uses a centralized customer service system - sometimes called 311 - so residents can call a centralized government phone number, place requests for service and are assigned tracking numbers to monitor their requests. Though a centralized customer service system is valuable for residents, local governments benefit too. Some big cities - Baltimore, Las Vegas, Chicago, New York, Houston and Dallas - have implemented these systems to ease the burden on 911 emergency systems, and they seem to be doing the trick. The International City/County Management Association recently conducted a Local Government Customer Service Systems (311) national survey. Funded by the Alfred P. Sloan Foundation, the survey explored successful 311 implementations and how they're used to respond to citizen needs and strengthen local government-constituent relationships.

 

 
 

Latest News

  • Nonprofit Fundraising and Planning Webinar Series

    Join NCPP and Peter Hoontis with the School of Public Affairs and Administration at Rutgers University for an informative, 3-part webinar series on the latest issues affecting the Nonprofit Community. Please click here for more details and quick registration.

  • Call For Blog Posts

    If you are interested in contributing a blog post – to share a recent experience with or findings from a study on performance measurement and reporting – please This e-mail address is being protected from spambots. You need JavaScript enabled to view it .

    To receive word when a new blog post is up, please subscribe to our RSS feed.

  • Public Performance Measurement Online Certificate Program

    Registration is now closed for the next course - PPM 500.  

    If you are considering registering for all five modules (for the full certificate) with PPM 500 as your first module, please hold-off. Instead, we encourage you to register for and take the entire certificate of modules beginning with PPM 100, which will begin later this winter. We will post more information on this shortly.