As government leaders consider their new investments in systems for citizen contact, workload tracking, and performance management – known in broad-brush as “311” systems -- they are uncertain about the path ahead. They ask, “Where do I start today – and how? What key capabilities should I look for?” To answer these questions, faculty and researchers at Harvard University’s John F. Kennedy School of Government convened 25 government leaders and technology and service providers for a day and a half of focused discussion. This is a report of their findings and discoveries.