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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. PIO works with 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. PIO provides information through the mass media, social media, 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 recommended FY21 Operating Budget for the Office of Public Information is $5,696,281, an increase of $326,969 or 6.09 percent from the FY20 Approved Budget of $5,369,312. Personnel Costs comprise 96.60 percent of the budget for 70 full-time position(s) and one part-time position(s), and a total of 52.60 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 3.40 percent of the FY21 budget.

County Priority Outcomes

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

  • Effective, Sustainable Government

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Program 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 FY20 estimates reflect funding based on the FY20 approved budget. The FY21 and FY22 figures are performance targets based on the FY21 recommended budget and funding for comparable service levels in FY22.

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Initiatives

  • Expansion of Quality Assurance efforts including more customer surveys to assess satisfaction levels and to increase customer feedback, and holding focus groups throughout the County to elicit input from the community regarding MC311 service, all of which contribute to customer-centric process improvements.

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Innovations and Productivity Improvements

  • Departmental process improvements include working with departments on how to better handle service requests. Current collaborations include review of two departments utilizing Tier II Customer Service Representatives. Intake processes are being reviewed, and opportunities are being sought to improve customer experience by putting callers in contact with department specialists immediately, decreasing response times for many inquiries that require the expertise of department staff.
  • MC311 Call Abandon Rate improvement from 9.37 percent in FY19 to 2.10 percent in CY20 to date.
  • Average Speed to answer improvement from 75.2 seconds in January 2019 to 23.9 seconds by January 2020.
  • Web based service requests increased by 15.02 percent in FY19 over FY18.

  • Integration of Siebel CRM with DOT's SNOWIQ application for more timely and accurate reporting of service request status after snow storms.

Program Descriptions

  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, 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...

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  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...

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  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...

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Budget Trends
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Program Contacts

Contact Brian Roberts of the Office of Public Information at 240.777.6527 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
FY19
Budget
FY20
Estimate
FY20
Recommended
FY21
%Chg
Bud/Rec
COUNTY GENERAL FUND
EXPENDITURES
Salaries and Wages3809335.003881740.00 4069294.00 4201991.008.3
Employee Benefits1205379.001297218.00 1363193.00 1300739.000.3
County General Fund Personnel Costs5014714.005178958.00 5432487.00 5502730.006.3
Operating Expenses245754.00190354.00 236689.00 193551.001.7
County General Fund Expenditures5260468.005369312.00 5669176.00 5696281.006.1
PERSONNEL
Full-Time68.0070.00 70.00 70.000.0
Part-Time1.001.00 1.00 1.000.0
FTEs50.5052.60 52.60 52.600.0
County General Fund Revenues0.000.00 0.00 0.000.0
FY21 Recommended Changes
TitleExpendituresFTEs
COUNTY GENERAL FUND
Other Adjustments (with no service impacts)
Increase Cost: FY21 Compensation Adjustment990130.00
FY21 RECOMMENDED990130.00
Program Summary
Program NameFY20 APPR
Expenditures
FY20 APPR
FTEs
FY21 REC
Expenditures
FY21 REC
FTEs
MC311 Customer Service Center381247142.95409580242.95
Public Relations14026428.6514388968.65
Web Content and Graphic Management1541991.001615831.00
Total536931252.60569628152.60
Charges to Other Departments
Charged DepartmentCharged FundFY20
Total$
FY20
FTES
FY21
Total$
FY21
FTES
COUNTY GENERAL FUND
Human ResourcesEmployee Health Self Insurance45000.0000.00
Health and Human ServicesGeneral Fund1378241.501456111.50
Permitting ServicesPermitting Services2609992.902728322.90
Housing and Community AffairsMontgomery Housing Initiative660920.90692620.90
Recycling and Resource ManagementSolid Waste Disposal3845864.754120484.75
Recycling and Resource ManagementSolid Waste Collection989831.251068831.25
Cable Television Communications PlanCable TV8371726.608454756.60
Total179015617.90185211117.90
Funding Parameter Items ($000s)
TitleFY21FY22FY23FY24FY25FY26
COUNTY GENERAL FUND
EXPENDITURES
FY21 Recommended5696.0000005696.0000005696.0000005696.0000005696.0000005696.000000
No inflation or compensation change is included in outyear projections.
Labor Contracts0.00000049.00000049.00000049.00000049.00000049.000000
These figures represent the estimated annualized cost of general wage adjustments, service increments, and other negotiated items.
Subtotal Expenditures5696.0000005746.0000005746.0000005746.0000005746.0000005746.000000