MC311 Telework Program

About the Program

Category: County Administration and Management (Best in Category)

Year: 2021

Montgomery County’s 311 (MC311) customer service operation followed the directive by County Executive Marc Elrich for all County employees to begin teleworking, if possible, on March 16. By working remotely, we increased the safety of all employees while allowing key aspects of County government to function normally. MC311 began teleworking on March 17. The move involved 38 customer service representatives (CSRs) and 12 management staff supported by three information technology specialists. MC311 handled about 19,000 calls in the office the two weeks prior to March 16. MC311 handled 21,000 calls the following two weeks while teleworking, without callers knowing the operation moved out of the office. Customer were still able to order recycle bins, report potholes, ask about the status of their applications for public assistance and any of the thousands of topics customers call 311 about. This transition from office to telework happened smoothly because of extensive preparation by the organization’s leaders over a period of several years.