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Using 311 data to measure performance and manage city finances.(constituent relationship management)
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311 and CRM
Providing citizens with a single number for their non-emergency questions and concerns is valuable in itself, but pairing 311 with constituent relationship management (CRM) gives it the power to transform government. CRM is a combination of people, processes, and technology used to deliver superior service to constituents. Superior service means shorter wait times for contacting government representatives, less frustration in finding the required services, outcomes that are delivered when promised, and, ultimately, greater constituent satisfaction. Technology is mentioned last in the definition of CRM, which is ...
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