311 Customer Service Center

About the Program

Category: County Administration and Management (Best in Category)

Year: 2016

County of Madera’s 311 Customer Service Center provides citizens with one phone number to call when they need to obtain information about or request County services when they don’t know where to call, as well as provides an online resource – Citizen Request Management (CRM) system – to request information and/or services and report issues and monitor and track the status of their requests either online or by calling 311. The program was developed and implemented in the 2011/2012 fiscal year to enhance customer service and increase citizen’s overall satisfaction with County services and their interactions with County staff in response to reduced staffing levels and implementation of a furlough program to address the economic downturn. Several County departments route their calls directly through 311, allowing a reallocation of staffing resources or reducing staffing costs. CRM is also utilized internally for County departments and staff to efficiently and effectively submit, monitor and manage requests for internal services, such as personnel requisitions, facility services, and County Counsel assistance. Since August 1, 2012, the program has answered 220,315 calls, and received 11,810 external (of which 47% were submitted directly by constituents) and 9,469 internal CRM requests.