Philadelphia Improves Citizen Engagement Through its 311/CRM System: “The concept of providing excellent customer service is key to the implementation of 311/CRM systems, and these systems can be instrumental in engaging citizens and increasing their involvement in their community. They make it easy for citizens to become involved in their community by simply picking up the phone to report a problem they see. Once citizens see how reporting a problem can impact the neighborhood, for example, removing graffiti from a local park or cleaning up a vacant property, they might be inspired to become involved in a neighborhood improvement association. And from there perhaps serve on a citizen advisory committee or even one day chose to run for city council. With 311, citizens can see how they make a difference in the quality of life in their community, and who knows what that knowledge might inspire?”
To read the whole article, click here.
To read the ICMA case study on 311 click here.