Citizen Engagement

Citizen-Engaged Communities Designation Program

PTI Staff Contact: Dale Bowen, 202-626-2456.

PTI’s Citizen-Engaged Communities is a special designation program that will provide multi-channel government contact centers with:

  • A Roadmap for Success
  • Process and Technology Support
  • National Recognition

Local governments are challenged today to provide centralized citizen contact centers that effectively utilize new technology for fast, friendly and responsive service.

This seamless service must engage citizens through multi-channels, empower citizens by enabling direct interaction, and then demonstrate accountability through performance reporting, not just for calls but also for service delivery.

Citizens do not differentiate contact with an elected official, a call center representative, or staff in an operational department. They are all perceived as the city response and the city service.

Understanding that government contact centers have become the face of government to the public, this program focuses on identifying and recognizing best practices for the use of Citizen Relationship/Records Management (CRM) systems, coupled with 311 systems, web portal technology, telephony systems and mobile communications infrastructure to advance new standards for citizen participation and government performance reporting.

The purpose of PTI’s Citizen-Engaged Communities Designation Program is to challenge local government to achieve high standards in citizen participation, seamless service delivery and democratic accountability.

Because identifying the best approach, the best technology and the best processes can be a daunting task for many communities, PTI will provide a much needed roadmap, with benchmarks, standards and best practices, along with the incentive of national recognition for those local governments that do it well.

Several organizations with 311 projects funded through the Sloan Foundation are now coordinating their programs. By coming together, the members of the 311/CRM Project Coordinating Group (PTI, ICMA, Rutgers University, and the Community Research Council) hope to create a unified public voice to promote the dissemination of 311/CRM systems to local governments across the U.S., share information and serve as a resource through the development of online discussions, publications and educational programming, and recognize and promote best practices and strategies that lead to more responsive government and improved government performance.