Training & Certification Programs for 311, Utilities and GovCX Professionals

Propel your 311, government agency or utility to the next level with our reasonably-priced & objective training based on our staff's award-winning experience training and certifying over 200 government agencies and utilities representing all five major continents! Take 3 courses & earn prestigious certification status; get your staff trained & become a nationally Certified 311™ or Certified Government Contact Center™. Contact us for significant discount pricing for govt. and utility employees!



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Featured Courses

311 Basics: All About 311 Terms, Metrics/Strategies, Trends and Tools (like CRM)
An Intro to Customer Service in 311 & Municipalities: Terms, Trends, Strategies & Case Studies. Note: discounts available for govt. employees..
John Hoggard John Hoggard
$680
How CSRs Can Optimize Citizen Relations: Understanding Citizens and Best Practices for 311 & Municipal Call Takers
Facts About Your Customers, What Customers Want, and CSR Best Practices. Note: discounts available for 311 govt. employees.
John Hoggard John Hoggard
$680
Customer Relationship Management (CRM) for Municipalities & 311
Exploring all aspects of finding and implementing CRM at a 311, cities and/or counties. Learn how to avoid pitfalls others experience through this very candid and objective online workshop. We not only explore city/county CRM success, but also city/county CRM failures -- so you can learn what to do and not do as you work to build your CRM for optimized citizen engagement.
John Hoggard John Hoggard
$1,890
Selecting and Implementing Customer Relationship Management (CRM) for Municipalities & 311
Candid input on what you NEED to know BEFORE selecting and implementing CRM for your city/311.
John Hoggard John Hoggard
$1,890
Human Behavior & CX: A CSR’s Guide to Survive & Thrive
This workshop explores how 311 customer service representatives (CSRs) influence citizen interactions and overall perceptions of city services. Participants will examine key factors that shape customer attitudes and behaviors, as well as techniques for maintaining a positive and effective approach in daily interactions. Topics Covered: -The impact of CSR mindset and strengths on customer interactions. -Internal and external drivers of human behavior and customer expectations. -Strategies for framing responses to improve communication and service outcomes. -The role of customer experience (CX) in government service delivery. By the end of the session, participants will have a better understanding of how their approach and communication shape the overall customer experience in 311 operations.
John Hoggard John Hoggard
$680

Take 3 courses and earn elite certification status among the best of the best like the
City of Providence, Rhode Island


“The Mayor's Center for City Services also recently earned the Government Contact Center certification, reflecting my administration's ongoing priority to elevate the services our neighbors rely on most. This certification underscores the City's focus on improving communication and service delivery, with the PVD311 team demonstrating operational excellence through rigorous training and best practices. With this recognition, the PVD311 center sets a new standard, becoming a national model for other cities to follow.”

-City of Providence Mayor Brett Smiley (3/11/25)