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Statement oUhe Issue Montgomery County Organizational Reform Commission Utilization of the 311 System In 2010, County government implemented a centralized 311 system to provide residents with improved information and referral services. The system appears to have helped the County improve its responsiveness to customers. It appears, however, that the system's functionality is currently limited and its full benefits are not being realized. We believe its use can and should be extended to other agencies, in order to facilitate the public perception of "one government." Discussion ofthe Issue and Recommendations The ORC interviewed County government department heads and staff involved with implementing the 311 system. We also interviewed MCPS staff. We did not perform a detailed technical review of 311's current capabilities and design. Most of the 311 system's early success in creating savings has come from consolidating call centers for multiple departments within County government. From our research, however, it was apparent that many processes occurring after an initial call is placed are still highly manual. Currently, the system does not handle resident calls related to MCPS or other agencies outside of County government. More analysis is needed to determine the extent to which these other agencies can be integrated. The most immediate potential exists in expanding the system's capacity to handle call ticket generation and processing. ? We would like to see the functionality o f the 311 system expanded to automate select processes, with the goal of reducing workyears. We recommend the consolidation of County information distribution and call center activities, by expanding the use ofthe 311 system to other agencies. We strongly believe that the County should identifY an implementation plan and any potential challenges associated with automating call ticket generation and management processes. This holds the greatest opportunity for immediate savings. Savings and an improved level of service may also be achieved by consolidating other agency call center functions into 311. The Executive has expressed interest in expanding 311 to other agencies, but further study is required. As part of the planning for future expansion, MCPS and other agencies not yet part of 311 should identify the cost and other issues associated with communicating and responding to resident requests. - 28PDF Image | Montgomery County Organizational Reform
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