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The Age of Can the Tech that Drives 311 Help Government Deliver an Amazon-like Experience?

Turning 311 from a hotline into a platform for citizen engagement and customer service is not simple but cities are proving it can be done.

The Digital Communities Special Report, which appears twice a year in Government Technology magazine, offers in-depth coverage for local government leaders and technology professionals. It is part of the Digital Communities program, a network of public- and private-sector IT professionals working to improve local governments’ delivery of public service through the use of technology. The program — a partnership between Government Technology and e.Republic’s Center for Digital Government — consists of task forces that meet online and in person to exchange information on important issues facing local government leaders and technologists.

The June 2017 report explores the idea that the tech that drives 311 can help government deliver an Amazon-like experience.

Part 1: 311: From a Hotline to a Platform for Citizen Engagement

Part 2: Cloud 311 Popularity Grows as Cities of All Sizes Move to Remotely Hosted CRM

Part 3: The Future of CRM and Customer Service: Look to Boston

Part 4: CRM Use Is Gaining Traction in Local Government — Here Are the Numbers to Prove It


With more than 20 years of experience covering state and local government, Tod previously was the editor of Public CIO, e.Republic’s award-winning publication for information technology executives in the public sector. He is now a senior editor for Government Technology and a columnist at Governing magazine.