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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 Alyce Leach of the Office of Public Information at 240.777.6513 or Derrick Harrigan of the Office of Management and Budget at 240.777.2759 for more information regarding this department's operating budget.

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Program Performance Measures

Program Performance MeasuresActual FY20Actual FY21Estimated FY22Target FY23Target FY24
Total number of General Information Service Requests created 1355,104338,329340,000342,000345,000
Total number of Fulfillment Service Requests created 2242,792272,507272,507265,000265,000
Percent of calls classified as General Information71.90%70.41%71.0%71.2%71.4%
Average rate of Fulfillment Service Requests created on the MC311 website and the mobile enabled portal 337.53%41.61%40.0%40.5%41.0%
Average percent of callers requesting to speak Spanish6.68%8.38%6%6%6%
Average amount of time it takes to reach an MC311 Customer Service Representative after welcome announcement (in seconds) 470241434040
Average rate of calls that come into 311, but are not answered by a Customer Service Representative (CSR) 56.15%15.05%4%4%4%
Cost per customer contact (in dollars) (salary expenditures divided by the total number of customer contacts by phone, web portal, mobile-enabled portal, Twitter)$5.44$5.00$4.95$5.00$5.00
Percent of MC311 survey respondents reporting satisfaction85%86%85%85%85%
1  General Information Service Requests are those created, handled and closed in the Customer Service Center.
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 slow and steady increase in web traffic is expected to resume in FY22, after the increase experienced during the pandemic.
4  Surge in social services calls related to COVID-19 in FY20 and FY21, which take more time than other call types, drove this number up.
5  Target of 5% was exceeded in FY21 due in part to COVID-19 call surge. An Erlang analysis, which assists call centers with calculating staffing requirements, supports the conclusion that higher staffing drives down unanswered calls.
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Program Budget Changes

FY23 Recommended ChangesExpendituresFTEs
FY22 Approved432207843.95
Enhance: Term MC311 Positions2590926.00
Shift: Customer Service Representative Supervisor701100.75
Shift: Program Manager II-123506-1.00
Multi-program adjustments, including negotiated compensation changes, employee benefit changes, changes due to staff turnover, reorganizations, and other budget changes affecting multiple programs.189640.00
FY23 Recommended454673849.70