Montgomery County Launches New MC311 Online and Telephone System
Montgomery County Launches
New MC311 Online and Telephone System
Montgomery County Executive Isiah Leggett today announced the official launch of MC311, the County’s new online and telephone information system. The public is now able to access Montgomery County government information and non-emergency services online or by calling a single number: “3-1-1.”
“One of my objectives is to create ‘greater responsiveness and accountability’ in meeting the needs of a very diverse county,” said Leggett. “As part of this overall objective, I believe a County government that ‘listens’ must have a single, one-stop phone number for service requests, information, and complaints and a web portal where County residents can enter their own requests, get their own information, and track the progress of the work requested. With our new MC311 system, that’s exactly what we’ll get.”
Features of the new MC311 Customer Service Center (CSC) include:
"The Management and Fiscal Policy (MFP) Committee has been supportive of the Technology Modernization effort that funded MC311, believing that upgrading the technology infrastructure for the County will help residents and businesses alike,” said Councilmember Duchy Trachtenberg, who chairs the MFP Committee. “I am happy that in MC311, we have accomplished this, but also are giving Councilmembers a modern tool with which to better understand and track the concerns of each taxpayer, as well as the responsiveness of our hard-working departments and agencies."
In FY10, Montgomery County began to implement the centralized Customer Service Center (CSC) and Constituent Relationship Management System to enhance access to community services. The “soft launch” for MC311 began on January 11, 2010 and provided the opportunity to adequately stage and manage bringing departments and offices onto the new system. Thirty-eight departments and offices make up the MC311 initiative and since the soft launch began, the CSC has averaged over 1,630 calls per day. Five call centers previously housed in various departments have shifted to the MC311 CSC and the information and referral calls currently received by each of the Executive Branch departments and offices have also been centralized at 311. Staff from the following departments were transferred to the 311 call center: Environmental Protection, Finance, Fire and Rescue Services, General Services, Health and Human Services, Housing and Community Affairs, Permitting Services, Offices of the County Executive, Police, Recreation, Regional Services Centers, and Transportation.
Effective July 1, the new MC311 program will fall under the Office of Public Information.
“Local governments provide countless services for their residents, but, sometimes, figuring out just who to call can be a challenge,” said Public Information Director Patrick Lacefield. “Now, residents need only remember two numbers – 911 for emergencies and 311 for non-emergencies. And our on-line website offers all of us County residents a self-service option that’s available at our fingertips 24/7.”
311 Call Centers have already been implemented in many counties and cities across the country, including New York, Baltimore City, San Francisco, Minneapolis, Albuquerque, Charlotte, and Washington, D.C.
For more information about MC311, call the Office of Public Information at 240-777-6507. To view the brochure and the Frequently Asked Questions, click here. Click here to see the 311 Public Service Announcement.
Last edited by Howard Hartman; 06-23-2010 at 07:33 PM.
|Currently Active Users Viewing This Thread: 1 (0 members and 1 guests)|
|Thread Tools||Search this Thread|
|Thread||Thread Starter||Section||Replies||Latest Article|
|Online System Makes It Easy to Report Potholes in Montgomery County||News Hound||County Government Newswire||0||02-25-2010 05:50 PM|
|SHA Launches a New "Online" Customer Care Management System||Howard Hartman||Transportation Newswire||0||01-14-2010 03:19 PM|
|County Launches Online Appointments for H1N1 Vaccinations||News Hound||County Government Newswire||0||01-07-2010 04:50 PM|
|Montgomery County 911 System Currently Unaffected by Verizon Telephone Problem in Gai||News Hound||County Government Newswire||0||07-09-2008 01:30 PM|
|Rockville Launches Online City Project Tracking System||Howard Hartman||Community Newswire||0||03-09-2007 06:08 AM|