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311 Systems 2009 PPMRN Conference

Last Updated: Thursday, 05 February 2009

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311 Systems: The Link Between Citizen Generated Information and Improved Government Performance

Saturday, January 24, 2009 – 11 a.m.

Judith Cascio

Judith Cascio is the Executive Vice President of EMA, Inc - a Public Sector Management Consulting and implementation company with 20 offices in the US and 3 in Canada. She is responsible for the marketing, delivery and staffing of all Public Sector projects including CRM/311, Enterprise Asset Management and Performance Management engagements. A former Vice President of Xerox Corporation, Cascio holds a Bachelor of Arts degree from the University of Pennsylvania and an MBA from Columbia University in New York.

Cory Fleming

Ms. Fleming conducts research on local government practices for community engagement and involvement and the use of performance measurement/management systems for improving the efficiency and effectiveness of local government operations. She currently serves as Project Director for a national study on 311-customer service technology funded by the Alfred P. Sloan Foundation. She served as the editor the recently released volume, “Customer Service and 311/CRM Technology in Local Governments: Lessons on Connecting with Citizens.” Ms. Fleming has an extensive background in community development, having worked with local governments, community groups, and nonprofit organizations on a variety of development issues for over a decade at the Iowa Department of Economic Development. Prior to joining ICMA, she conducted research on building capacity of nonprofit organizations while at the Center on Nonprofits and Philanthropy at the Urban Institute. She also taught survey management for the George Washington University’s Survey Design and Analysis Graduate Certificate Program from 2002-2004.

Susan McMullen

Susan McMullen has served as the Director of Constituent Services for Hartford Mayor Eddie A. Perez since January 2004. Before coming to Hartford, she served as Capital Projects Administrator and Chief of Staff to the Mayor of New Britain CT, and as Director of Communications for the Secretary of the State. Susan is a graduate of Trinity College, did post-graduate work at the UCONN School of Law and earned a Certificate in Mediation from the University of Connecticut. She believes that “government works best when it listens” and, in addition to responding to constituent requests and interacting with community groups, has overseen the creation of 311 services to give Hartford residents one number to call for non-emergency municipal services or information. Susan also chairs the Mayor’s Technology Steering Committee, which looks at ways to improve business practices and customer service through new technology.