TABLE OF CONTENTS Introduction……………………………………………………………………………..3 National and Regional Trends……………………………………………………4 311 Call Centers – What Are They Benefits of 311 Systems Best Practices Criteria for an Effective 311 System Municipal Buy-In for 311 Customer Relationship Management Technology Integrating 311 and 911-One Communities Experience 311 and Municipal Budgets Issues/Decisions……………………………………………………………………..21 Survey…………………………………………………………………………………….23 V. Recommendations…………………………………………………………………..26 INTRODUCTION This study is the result of another in a long list of initiatives undertaken by the Merrimack Valley Mayors/Managers Coalition (MVMMC). The Coalition was formed by the Merrimack Valley Planning Commission (MVPC) in 2007 in order to collaborate and develop regional solutions to municipal issues and discuss common governmental challenges. The five Mayors from Amesbury, Lawrence, Haverhill, Methuen, and Newburyport and the three Town Managers from Andover, North Andover, and Salisbury meet on a monthly basis to discuss their common
TABLE OF CONTENTS Introduction……………………………………………………………………………..3 National and Regional Trends……………………………………………………4 311 Call Centers – What Are They Benefits of 311 Systems Best Practices Criteria for an Effective 311 System Municipal Buy-In for 311 Customer Relationship Management Technology Integrating 311 and 911-One Communities Experience 311 and Municipal Budgets Issues/Decisions……………………………………………………………………..21 Survey…………………………………………………………………………………….23 V. Recommendations…………………………………………………………………..26 INTRODUCTION This study is the result of another in a long list of initiatives undertaken by the Merrimack Valley Mayors/Managers Coalition (MVMMC). The Coalition was formed by the Merrimack Valley Planning Commission (MVPC) in 2007 in order to collaborate and develop regional solutions to municipal issues and discuss common governmental challenges. The five Mayors from Amesbury, Lawrence, Haverhill, Methuen, and Newburyport and the three Town Managers from Andover, North Andover, and Salisbury meet on a monthly basis to discuss their common
311Feasibility.docx