Budget Year / Version:

Program Description

  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 Contacts

Contact Anne Santora 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.


Program Performance Measures

Program Performance MeasuresActual FY18Actual FY19Estimated FY20Target FY21Target FY22
Average amount of time it takes to reach an MC311 Customer Service Representative after welcome announcement (in seconds) 1N/A94202020
Percent of MC311 survey respondents reporting satisfaction85%83%85%85%85%
Cost per customer contact (in dollars) (salary expenditures divided by the total number of customer contacts by phone, web portal, mobile-enabled portal, Twitter) 2$3.80$3.72$3.72$3.72$3.72
Average rate of Service Requests created on the MC311 website and the mobile enabled portal36.92%37.41%40.00%40.00%40.00%
Total number of Fulfillment Service Requests created 3222,850233,941235,000235,000235,000
Total number of General Information Service Requests created 4355,543352,409350,000350,000350,000
Percent of calls classified as General Information72.61%73.93%74.00%74.00%74.00%
Average rate of calls that come into 311, but are not answered by a Customer Service Representative (CSR) 58.14%9.90%5.00%5.00%5.00%
Average percent of callers requesting to speak Spanish3.76%3.54%4.00%4%4%
1  Technical issues resulted in incomplete data for FY18.
2  For FY19 there were 564,778 customer contacts where source equals phone, web, and Twitter. Actual salary costs were: $2,098,582.
3  Fulfillment Service Requests are those that are forwarded to departments for handling and completion. The numbers and types of service requests are driven by many factors including seasonal events such as tax notices, mass mailings, and weather events.
4  General Information Service Requests are those created, handled and closed in the Customer Service Center.
5  Average abandon rate for FY19 was 9.9%. Target is 5%. Unable to meet target due to staffing shortage. This is also supported by Erlang, which is a tool that assists call centers with staffing requirements.

Program Budget Changes

FY21 Approved ChangesExpendituresFTEs
FY20 Approved381247142.95
Multi-program adjustments, including negotiated compensation changes, employee benefit changes, changes due to staff turnover, reorganizations, and other budget changes affecting multiple programs.2833310.00
FY21 Approved409580242.95