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Budget Year / Version:
FY 26
RECOMMENDED
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Program Description

  MC311

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Program Contacts

Contact Leny Bautista of the Department of Technology and Enterprise Business Solutions at 240-777-2865 or Seamus McNamara of the Office of Management and Budget at 240-277-2755 for more information regarding this department's operating budget.

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Program Performance Measures

Program Performance MeasuresActual FY23Actual FY24Estimated FY25Target FY26Target FY27
Percent of MC311 survey respondents reporting satisfaction89%89%89%89%89%
Percent of calls classified as general information67.17%66.71%66.71%66.71%66.71%
Average percent of callers requesting to speak Spanish6.20%6.26%6.26%6.26%6.26%
Average rate of fulfillment service requests created on the MC311 website and the mobile enabled portal37.68%37.69%37.69%37.69%37.69%
Average rate of calls that come into 311 but are not answered by a Customer Service Representative (CSR) 32.4%3.9%3.9%3.9%3.9%
Total number of general information service requests created 1304,084282,463282,463282,463282,463
Total number of fulfillment service requests created 2257,746260,503260,503260,503260,503
Average amount of time it takes to reach an MC311 Customer Service Representative after welcome announcement (in seconds)2624242424
Cost per customer contact (in dollars) (salary expenditures divided by the total number of customer contacts by phone, web portal, mobile-enabled portal, Twitter)$5.03$5.60$5.60$5.60$5.60
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1  General information service requests are those created, handled and closed within the MC311 Customer Service Center on behalf of other County departments.
2  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, weather events, and global pandemics.
3  The industry standard target is 5%.
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Program Budget Changes

FY26 Recommended ChangesExpendituresFTEs
FY25 Approved$5,092,41443.7
Shift: Customer Service Resources from TEBS to Office of Human Resources($176,076)-2
Multi-program adjustments, including negotiated compensation changes, employee benefit changes, changes due to staff turnover, reorganizations, and other budget changes affecting multiple programs.$287,0000
FY26 Recommended$5,203,33841.7