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.

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Your Instructor


John Hoggard
John Hoggard

For over 20 years, John Hoggard has helped 311s and utilities find, select, procure, prepare for, and implement the right CRM/CIS and related CX technologies. Having helped build many 311 and centralized govt call centers, he loves evangelizing new and innovative customer management strategies/technologies that streamline business processes and optimize revenues. As such, he has helped to select & procure over $300 million of 'customer experience technologies' including but not limited to CRM, billing/CIS, smart city/grid, AI/automation and call center technologies, etc. In addition, John has trained and certified over 700 professionals representing 200+ companies, utilities & 311/public agencies from every major continent. Devoted to providing no-nonsense and vendor-neutral practical advice, John is often published for insights into his technology advice and research. He has been published in over 30 trade publications, and has authored several Best Practices reports for industry leaders. He is passionate about your success, and equally enjoys working with management as well as sitting side by side working with CSRs. John is a former Sr Advisor to a United States Secretary of Commerce. His second book, "The GovCX Handbook" will soon be available on Amazon.


Course Curriculum


  First Section
Available in days
days after you enroll

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Frequently Asked Questions


When does the course start and finish?
The course starts now and you have one month to complete it at your pace online - you decide when you start and when you finish. If you opt for the additional consulting session, call 978-264-0085 to schedule your session as well.
How long do I have access to the course?
After enrolling, you have unlimited access to this course for 1 month - across any and all devices you own.
Who Do I Contact for More Questions
Please contact UPN at 978-264-0085 or email [email protected] with any additional questions.
Does this course count towards our 311 employees and/or 311 Contact Center become certified?
Yes, this course qualifies as one of 3 workshops required for individual certification. Once a designated percentage of your contact center is individually certified, your contact center automatically qualifies for being a "Certified Government Contact Center" or "Certified 311" as well. Contact UPN for more information and curriculum requirements.

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