Cory Fleming Email & Phone Number

Cory Fleming directs ICMA’s 311/CRM Consulting Services, providing contract services to local governments implementing centralized customer service systems across the U.S. and Canada. Fleming served as the project director for the ICMA National Study of 311 and Customer Service Technology (icma.org/311) from 2006-2011.This national study, the first of its type, resulted in a wealth of new research, resources and tools for local governments that are implementing or maintaining a centralized customer service system. Fleming enjoys close working relationships within the 311/CRM realm. In 2014, she was asked to serve as the group facilitator for the National 311 Executive Council, a group comprised of the 311 directors for New York City, Philadelphia, Baltimore, Chicago, Charlotte, Denver, and Boston. The group works to raise the profile of 311 and the need for excellence in government customer service. Planned activities focus on policy and advocacy in order to create new benchmarking tools and standards for the field. She has spoken several times at the conferences of the Association of Government Contact Center Professionals and CS Week’s 311 Synergy Group. Fleming has written about the use of data for improved local government service delivery and performance measurement in various capacities. She currently directs the #LocalGov Technology Alliance, an initative started with Esri, the premiere geographic information system (GIS) software solution, to explore the world of big data, open data, apps and dashboards, and what it all means for local governments. She served as the editor of The GIS Guide for Local Government Officials, a joint publication produced by Esri and ICMA released in 2005. A subsequent joint publication, The GIS Guide for Elected Officials, was released by Esri Press in January 2014.

Listed skills include Government, Policy, Public Speaking, Public Policy, and 12 others.