MC311 Customer Service Center & Web Site

About the Program

Category: County Administration and Management (Best in Category)

Year: 2013

Montgomery County’s MC311 program supports the County Executive’s vision to “Create greater responsiveness and accountability in meeting the needs of a very diverse county.” To achieve that vision, MC311 set out on its mission: Create a single point-of-contact for enterprise Customer service delivery and Customer satisfaction; Improve functionality of existing systems and data quality across County Government. Responsiveness is achieved with a single contact number for non-emergency requests for information, service and complaints; formerly there were over 13,000 phone numbers and 10,000 e-mail addresses to wade through to find the right person to handle your request. MC311 provides accountability by negotiating Service Level agreements with each department to ensure prompt, effective delivery of services. Efficiency is achieved by consolidating call taking in a single location, supported by a comprehensive enterprise-wide Customer Relationship Management (CRM) system, including telephony, service knowledge database, analytics and reporting equipment and software.