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Mission Statement

The mission of the Office of Public Information (PIO) is to provide timely, accurate, and effective communication with the public, the County Executive, departments and agencies, media, County employees, the County Council and other elected officials, businesses, civic groups, and every other segment of the Montgomery County community through the mass media, social media and Internet, presentations, publications and graphics, cable television programming, and telephone and electronic requests for information and assistance via the MC311 Customer Service Center.

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Budget Overview

The total approved FY18 Operating Budget for the Office of Public Information is $5,079,351, an increase of $215,299 or 4.43 percent from the FY17 Approved Budget of $4,864,052. Personnel Costs comprise 83.44 percent of the budget for 63 full-time position(s) and no part-time position(s), and a total of 44.90 FTEs. Total FTEs may include seasonal or temporary positions and may also reflect workforce charged to or from other departments or funds. Operating Expenses account for the remaining 16.56 percent of the FY18 budget.

Linkage to County Result Areas

While this program area supports all eight of the County Result Areas, the following is emphasized:

  • A Responsive, Accountable County Government

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Department Performance Measures

Performance measures for this department are included below (where applicable), with multi-program measures displayed at the front of this section and program-specific measures shown with the relevant program. The FY17 estimates reflect funding based on the FY17 approved budget. The FY18 and FY19 figures are performance targets based on the FY18 approved budget and funding for comparable service levels in FY19.

MeasureActual
FY15
Actual
FY16
Estimated
FY17
Target
FY18
Target
FY19
Multi-Program Measures
Internal County staff satisfaction with PIO services (scale of 1 [lowest] to 4 [highest])3.193.233.253.253.25

Accomplishments

  • Increased direct communication with residents through social media sites: You Tube; Facebook; and Twitter - expanded the Twitter site to more than 53,000 followers and expanded distribution lists for electronic publications such as "The Paperless Airplane" which reaches more than 120,000 households. MC311 collaborates with the Public Information Office to respond to resident requests for services and information via Twitter and Facebook.

  • Public Information Office continues to interact with residents about County issues, programs, and services through press releases; media advisories; online chats; town hall meetings; news and other public events; County website; email and online newsletters; You Tube; Facebook; Flickr; Periscope and Twitter.

  • Public Information Office has installed digital displays in the EOB lobby, Regional Service Centers and the Council Office Building to provide information on County Government programs and services; with plans to expand digital signage to other County Facilities.

  • Implement Verizon 311 auto attendant for customers who live where Montgomery County borders Washington, D. C. and Prince George's County .

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Initiatives

  • The Montgomery County Business Portal is a component of the County Executive's three-pronged initiative to improve government services for businesses, particularly small businesses. This initiative, involving PIO and the County Executive's Office, builds on the momentum created through privatization of the County's economic development function by responding to needs identified by businesses regarding their interactions with the County. The Portal will improve access to information by creating a single point of entry for businesses.

  • Add two Customer Services Representatives to reduce wait times, increase first call resolution and increase bilingual capacity.
  • Continue to make all communications to the senior community more accessible by translating/publishing them in languages beyond English.

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Innovations and Productivity Improvements

  • Continue to monitor and use MC311 data to improve operations and service delivery in all County Departments. Regularly collaborate with the CountyStat Office to improve department Service Level Agreement time frames.

Program Descriptions

  Web Content and Graphic Management

The four major functions of this program include:

  • Providing creative and technical support to Public Relations, Cable Programming, MC311, and to departments.
  • Developing and overseeing the County's graphic identity program to ensure consistency in the County's printed communication for the public. The program develops printing guidelines for departments in accordance with Administrative Procedure 1-7, Use of the Montgomery County Coat of Arms, Logotype and Emblem, and Public Communication Guide.
  • Managing the growth and activity on the County's website and the MC311 web portal, which involves the development of policies and procedures for adding information to the website, as well as providing a leadership role in Internet management.
  • Producing artwork and design services for publications, fliers, decals, exhibits, charts, maps, and other promotional and educational products. Graphic artists provide advice to departments in cost-effective and attractive ways to meet project requirements and objectives.

Notes:

  Public Relations

Under this program, the Office of Public Information:

  • Educates and informs residents about County issues, programs, and services through press releases, media advisories, news and public events, the County website, e-mail and online newsletters, YouTube, Facebook, and Twitter.
  • Works directly with media organizations to ensure that reporters and editors have accurate and timely information about County issues, programs, and services.
  • Develops promotional campaigns to increase awareness of critical issues such as pedestrian safety and emergency preparedness.

Program Performance MeasuresActual
FY15
Actual
FY16
Estimated
FY17
Target
FY18
Target
FY19
Total utilization of direct resident communication systems - web, YouTube, video, podcasts, Facebook, Twitter (in millions)4037506070
Total attendance at press conferences and press events4,8715,0455,0005,0005,000
Number of press events3730455060
Number of press requests under the MPIA61510510
Percentage of Maryland Public Information Act (MPIA) requests completed within 30 days5079808090

  MC311 Customer Service Center

MC311 is a key strategic, enterprise-wide initiative that provides the public with a single three-digit number (311) to call for County information and service. In addition, it provides the County with a sophisticated ability to count, track, and respond to resident requests. MC311 provides the general public with a higher quality of service delivery and accountability, while helping the Government achieve operational efficiencies.

Program Performance MeasuresActual
FY15
Actual
FY16
Estimated
FY17
Target
FY18
Target
FY19
MC311 - Average amount of time it takes to reach a Customer Service Representative after the Welcome Announcement (in seconds)23.025.620.018.018.0
MC311 - Percent customer satisfaction rating8584858890
Cost per customer contact (in dollars) (salary expenditures divided by the total number of customer contacts by phone, web portal, mobile-enabled portal, Twitter)3.53.944.14.2
Average rate of Service Requests created on the MC311 website and the mobile enabled portal30.132.935.037.039.0
Average rate of first call resolution (customer requests closed in one call divided by total calls answered at the call center)81.278838585
Average rate of calls that come into 311, but are not answered by a Customer Service Representative (CSR)8.28.95.05.05.0
Average rate of callers requesting to speak Spanish4.74.35.06.07.0
Budget Trends
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Program Contacts

Contact Leslie Hamm of the Office of Public Information at 240.773.3565 or Jane Mukira of the Office of Management and Budget at 240.777.2754 for more information regarding this department's operating budget.

Related Links
Budget Summary
TitleActual
FY16
Budget
FY17
Estimate
FY17
Approved
FY18
%Chg
Bud/App
COUNTY GENERAL FUND
EXPENDITURES
Salaries and Wages3117573.002978136.00 3124891.00 3203727.007.6
Employee Benefits1029086.00992346.00 1043723.00 1034566.004.3
County General Fund Personnel Costs4146659.003970482.00 4168614.00 4238293.006.7
Operating Expenses751453.00893570.00 949118.00 841058.00-5.9
County General Fund Expenditures4898112.004864052.00 5117732.00 5079351.004.4
PERSONNEL
Full-Time60.0060.00 60.00 63.005.0
Part-Time0.000.00 0.00 0.000.0
FTEs42.9042.10 42.10 44.906.7
County General Fund Revenues0.000.00 0.00 0.000.0
FY18 Approved Changes
TitleExpendituresFTEs
COUNTY GENERAL FUND
FY17 ORIGINAL APPROPRIATION486405242.10
Changes (with service impacts)
Enhance: Add Two Customer Services Representative (CSR) II Positions [MC311 Customer Service Center]1081402.00
Other Adjustments (with no service impacts)
Increase Cost: FY18 Compensation Adjustment1010590.00
Shift: Adjust Charges to Others (HHS) revert back to GF [MC311 Customer Service Center]573981.20
Increase Cost: Annualization of FY17 Compensation Increases369160.00
Increase Cost: Outreach and Translation Services to the Senior Community [Public Relations]100000.00
Increase Cost: Retirement Adjustment7060.00
Decrease Cost: Motor Pool Adjustment [Web Content and Graphic Management]-6130.00
Decrease Cost: Printing and Mail-28980.00
Decrease Cost: Annualization of FY17 Personnel Costs-78940.00
Shift: Adjust to Charges to Others - DPS [MC311 Customer Service Center]-11583-0.10
Shift: Adjust Charges to Others - DEP [MC311 Customer Service Center]-16931-0.30
Decrease Cost: Training and Miscellaneous Operating Expenses [MC311 Customer Service Center]-590010.00
FY18 APPROVED507935144.90
Program Summary
Program NameFY17 APPR
Expenditures
FY17 APPR
FTEs
FY18 APPR
Expenditures
FY18 APPR
FTEs
Web Content and Graphic Management1066601.001402501.00
Public Relations9905456.4010442357.15
MC311 Customer Service Center376684734.70389486636.75
Total486405242.10507935144.90
Charges to Other Departments
Charged DepartmentCharged FundFY17
Total$
FY17
FTES
FY18
Total$
FY18
FTES
COUNTY GENERAL FUND
Health and Human ServicesGeneral Fund1498632.001539971.80
Permitting ServicesPermitting Services2158752.802332562.90
Housing and Community AffairsMontgomery Housing Initiative633640.90679260.90
Solid Waste ServicesSolid Waste Disposal3230244.453434804.65
Solid Waste ServicesSolid Waste Collection848451.15931651.25
Cable Television Communications PlanCable TV7957976.607717786.60
Total163276817.90166360218.10
Future Fiscal Impacts ($000s)
TitleFY18FY19FY20FY21FY22FY23
COUNTY GENERAL FUND
EXPENDITURES
FY18 Approved5079.0000005079.0000005079.0000005079.0000005079.0000005079.000000
No inflation or compensation change is included in outyear projections.
Annualization of Positions Approved in FY180.00000032.00000032.00000032.00000032.00000032.000000
New positions in the FY18 budget are generally assumed to be filled at least two months after the fiscal year begins. Therefore, the above amounts reflect annualization of these positions in the outyears.
Labor Contracts0.00000043.00000043.00000043.00000043.00000043.000000
These figures represent the estimated annualized cost of general wage adjustments, service increments, and other negotiated items.
Subtotal Expenditures5079.0000005154.0000005154.0000005154.0000005154.0000005154.000000
Annualization of Personnel Costs and FTEs
TitleFY18 Approved FY19 Annualized
TitleExpendituresFTEsExpendituresFTEs
Add Two Customer Services Representative (CSR) II Positions1081402.001405242.00
Total1081402.001405242.00