Five organizations are working together to promote the use of and serve as a resource on centralized customer service systems, such as 311 call centers. The 311/CRM Project Coordinating Group will share information among local government officials, create a unified voice in favor of the dissemination of 311/CRM services, and create best practices and strategies for using the systems.

The members of the group include the Washington-based International City/County Management Association; the Washington-based Public Technology Institute; New Brunswick, N.J.-based Rutgers University's Public Performance Measurement and Reporting Network, 311 Community of Practice; and the Chattanooga, Tenn.-based Community Research Council. Planned research projects will create a long-term sustainable network for 311/CRM practitioners, develop resource tools and develop a support and recognition program for agencies that institute key process and technology practices.

More information on 311/CRM Project Coordinating Group is available at www.ppmrn.net, www.icma.org/311 and www.pti.org.