The National 311 Council has announced plans to create benchmarking tools and standards for 311 contact centers. The Council includes representatives from large cities like Baltimore, Denver, Chicago, Charlotte, Philadelphia, and New York City. Over the next year, the Council will work on three projects: measuring the citizen customer service experience, examining customer service maturity models, and creating a research database of performance and satisfaction data. The goal is to improve the collective 311 experience across all cities through collaboration and innovation.

1. ICMA • 777 North Capitol Street NE, Suite 500 • Washington, DC 20002 •
202/289-ICMA • FAX 202/962-3500 • http://icma.org
FOR IMMEDIATE RELEASE Contact: Cory Fleming, 311 Program Director, ICMA
October 9, 2014 cfleming@icma.org; 207-854-1083
NATIONAL 311 COUNCIL ANNOUNCES PLANS TO
CREATE BENCHMARKING TOOLS AND STANDARDS
PHILADELPHIA, PA—Leaders of large urban 311 contact centers throughout the
United States have announced plans to raise the profile of 311 and the need for excellence in
government customer service by focusing on the creation of new benchmarking tools and
standards for the field.
The new group, known as the National 311 Executive Council, includes representatives
from Baltimore, Md.; the City and County of Denver, Colo.; Chicago, Ill.; Charlotte/Mecklenburg
County, N.C.; Philadelphia, Pa.; and New York, N.Y. (see page 3). Cory Fleming, 311/CRM
program director with the International City/County Management Association (ICMA), serves as
the group’s facilitator.
The group has adopted three projects for its first year.
Measuring the Customer Service-Citizen Engagement Experience—This
project will examine the customer service-citizen engagement experience to learn
more about how citizens prefer to interact with their local government. Research
questions include: How do we measure the customer service experience in an
omni-channel environment? How do hyper-engaged, engaged, and unengaged
populations interact with local government thru 311? Which communication
technologies work best with which populations?
Examining Customer Service Maturity Models—This project will look at the
range of customer service models that currently exist in North America and will
identify features and services that could be offered as a 311 center evolves over
time. This project will create a framework for beginner organizations to help them
understand how to improve their citizens’ customer service experience.
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2. ICMA • 777 North Capitol Street NE, Suite 500 • Washington, DC 20002 •
202/289-ICMA • FAX 202/962-3500 • http://icma.org
National 311 Council Announces Plans to Create Page 2
Benchmarking Tools and Standards
Creating a Research Database of Performance Management and Customer
Satisfaction Data—The Minneapolis 311 Comparative Survey has provided the
industry with a glimpse into what practices are in place in 311 centers across North
America. The project will take the next step and create a national research
database for 311 centers to learn about leading practices methodologies that have
been adopted.
311 non-emergency systems allow citizens to access their local government for non-
emergency issues such as loss of water service, stray animals, and potholes. The City of
Baltimore became the first city to adopt the 311 number for handling non-emergency calls in
1996. As the field has matured over the years, 311 centers have emerged as leaders and
innovators in customer service, citizen engagement, performance measurement and
management, disaster response and recovery, and community/economic development.
Joe Morrisroe, executive director of NYC311, noted, "This is an exciting opportunity to
leverage the success and collective experience of government customer service leaders across
the country in furthering our goal of delivering equity, equality, and opportunity for our
constituents." Janice Quintana, director of the CharMeck 311 Customer Contract Center said, “I
am eager to join forces with innovative leaders from across the country to share knowledge,
advocate, and showcase the positive impacts the 311 industry has on local government and
citizen engagement.”
Rosetta Carrington Lue, chief customer service officer and director of the Philly311
Customer Contact Center, hosted the group’s first in-person meeting this summer. She
observed, "The council is made up of talented and creative city leaders. We have all developed
innovative 311 services in our own cities; now we are collaborating to improve the collective 311
experience across all cities. This group will be transformative for the public sector customer
service industry by utilizing collaboration to explore, test, and innovate to exceed our customer's
experience and service delivery performance.”
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3. ICMA • 777 North Capitol Street NE, Suite 500 • Washington, DC 20002 •
202/289-ICMA • FAX 202/962-3500 • http://icma.org
National 311 Council Announces Plans to Create Page 3
Benchmarking Tools and Standards
About ICMA
ICMA, the International City/County Management Association, advances professional local
government worldwide. The organization’s mission is to create excellence in local governance
by developing and fostering professional management to build sustainable communities that
improve people’s lives. ICMA provides member support; publications; data and information;
peer and results-oriented assistance; and training and professional development to nearly 9,300
appointed city, town, and county leaders and other individuals and organizations throughout the
world. The management decisions made by ICMA's members affect millions of individuals living
in thousands of communities throughout the world, from small villages and towns to large
metropolitan areas.
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NATIONAL 311 EXECUTIVE COUNCIL MEMBERS
Lisa Allen
Call Center Director
City of Baltimore
Rosetta Carrington Lue
Philly311 Executive Director &
Chief Customer Service Officer
City of Philadelphia
Audrey Mathis
Director, 311 City Services
City of Chicago
Mike Major
Director, 311 Operations
City and County of Denver
Joe Morrisroe
Executive Director, NYC311
New York City
Janice Quintana,
Director CharMeck 311
Charlotte/Mecklenburg County