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Budget Year / Version:
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Program Description

  MC311

MC311 enhances service quality and accountability while helping County government operate more efficiently. It partners closely with departments and offices to identify process improvements that strengthen the customer experience and streamline County operations. MC311 serves as Montgomery County's central point of contact for non-emergency services, providing residents with accessible, reliable information and support. Through its commitment to innovation, service knowledge, and compassionate engagement, MC311 builds trust and delivers an exceptional customer experience for the County's diverse community.


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Program Contacts

Contact Leny Bautista of the Department of Technology and Enterprise Business Solutions at 240-777-2865 or Alicia Singh of the Office of Management and Budget at 240-777-2780 for more information regarding this department's operating budget.

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Program Performance Measures

Program Performance MeasuresActual FY24Actual FY25Estimated FY26Target FY27Target FY28
Total number of general information service requests created 1282,463275,675276,000276,000276,000
Total number of fulfillment service requests created 2260,503260,403260,000260,000260,000
Percent of calls classified as general information66.7%66.4%66.0%66.0%66.0%
Average rate of fulfillment service requests created on the MC311 website and the mobile enabled portal37.7%39.0%39.0%39.0%39.0%
Average percent of callers requesting to speak Spanish6.26%5.89%5.89%5.89%5.89%
Average amount of time it takes to reach an MC311 Customer Service Representative after welcome announcement (in seconds)2421202020
Average rate of calls that come into 311 but are not answered by a Customer Service Representative (CSR) 33.9%4.7%4.7%4.7%4.7%
Percent of MC311 survey respondents reporting satisfaction89%89%89%89%89%
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

FY27 Recommended ChangesExpendituresFTEs
FY26 Approved520333841.70
Technical Adj: Realign Customer Service Information Technical Support to TEBS101580.10
Multi-program adjustments, including negotiated compensation changes, employee benefit changes, changes due to staff turnover, reorganizations, and other budget changes affecting multiple programs.2690740.00
FY27 Recommended548257041.80