Montgomery County Maryland Operating Budget

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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.

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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.

Program Performance Measures

Program Performance Measures	Actual FY16	Actual FY17	Estimated FY18	Target FY19	Target FY20
MC311 - Average amount of time it takes to reach a Customer Service Representative after the Welcome Announcement (in seconds) ¹	25.6	33.1	20.0	20.0	20.0
MC311 - Percent customer satisfaction rating	84	86	86	87	87
Cost per customer contact (in dollars) (salary expenditures divided by the total number of customer contacts by phone, web portal, mobile-enabled portal, Twitter)	3.90	4.02	4.20	4.30	4.50
Average rate of Service Requests created on the MC311 website and the mobile enabled portal	32.9	32.2	35.7	38.1	40.5
Average rate of first call resolution (customer requests closed in one call divided by total calls answered at the call center)	75.18	72.17	72.56	72.09	71.62
Average rate of calls that come into 311, but are not answered by a Customer Service Representative (CSR) ²	7.6%	11.4%	8.0%	8.0%	8.5%
Average rate of callers requesting to speak Spanish	4.3	4.0	4.2	4.2	4.2

¹ Two new CSR positions created in FY17 were filled in FY18.
² The CSC stats for FY17 Actual are not verified. They were impacted during the move of the CSC in FY17. DTS is working on a resolution with Avaya.

Program Budget Changes

FY19 Approved Changes	Expenditures	FTEs
FY18 Approved	3894866	36.75
Technical Adj: Shift funding from Operating Expenses to Personnel costs for Four Customers Services Representatives I Positions	294804	4.00
Technical Adj: Adjust FTEs by .10	6662	0.10
Decrease Cost: Charges Back to OHR for Calls Taken	-4500	0.00
Decrease Cost: Reductions in Operating Expenses	-201596	0.00
Technical Adj: Shift funding from Operating Expenses to Personnel costs for Four Customers Services Representatives I Positions	-294804	0.00
Multi-program adjustments, including negotiated compensation changes, employee benefit changes, changes due to staff turnover, reorganizations, and other budget changes affecting multiple programs.	162265	0.00
FY19 Approved	3857697	40.85