Service Request Management Map

2022 NACo Achievement Award Winner

Montgomery County, Md., MD

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About the Program

Category: Information Technology (Best in Category)

Year: 2022

The Montgomery County, Maryland, DOT Service Request Management Map, developed by the Department of Transportation (MCDOT) in close collaboration with the Department of Technology and Enterprise Business Solutions (TEBS), provides a new online tool that makes it easy for MCDOT staff to manage and fulfill service requests reported to MCDOT through the County’s CRM system, MC311 powered by Siebel system, more effectively and efficiently. The online map application extends the capabilities offered by MC311 to better investigate and plan the fulfillment of service requests throughout the County. The online tool also offers both address search as well as geospatial search to immediately focus on a point of interest or surrounding streets. The mapping application includes Google Map features such as satellite imagery, street view, and zoom in / out to orient the user more easily to the desired location. The mapping application renders and mirrors all current and outstanding service requests from MC311. The application offers a series of filtering capabilities through which search for service requests may be refined. Such filters include depot boundary, service request area, sub-area (i.e. type), SR Number, address, as well as the custom geospatial boundary. The application also leverages Google Map's powerful services which include satellite imagery overlay and street view feature. More importantly, the application offers MCDOT staff the ability to update service requests with information such as geospatial location, investigation information, and activities related to fulfillment of service requests. The application is also paired with a public mapping application for Montgomery County residents. Through the public map, once a designated point of interest is selected through a mouse click on the form, a pin is dropped at the location. The pin may further be expanded into an intake form using a single mouse click for county-maintained location. Non-county-maintained locations are presented with a message which includes a link to the responsible jurisdiction site in order to direct the user to the appropriate website to report the service request. Users who have selected a county-maintained location will be presented with the option to enter First Name, Last Name, Email Address, and additional optional parameters: Phone Number and Description. Lastly, there’s an Address list from which the user may select any one of the top three likely address of the location. Upon the completion of the intake form, the user will click on Submit Report button as the final step to report the pothole service request. The map instantly generates a service request in MC311 and offers the SR number to the user which may be utilized in the future to follow up on the status of the service request. The map also includes a link to an ADA-compliant intake form to better assist users with visual impairment. By using in-house resources, the County was able to develop an application that more effectively meet the County’s needs at a considerably lower cost than the current systems available on the market.