Beginning Monday, August 13, Montgomery County’s MC311 Customer Service Center (CSC) will be open from 7 a.m. to 7 p.m., Monday through Friday. Currently the CSC operates from 7 a.m. to 5 p.m.
An analysis conducted last April indicated a significant number of customers were attempting to reach 311 after 5 p.m. Between 135 and 175 calls hit the 311 switch between 5 and 7 p.m. This means that an additional 700 to 800 customers a week or more than 3,000 additional customers a month could be served in the extra two hours.
Shortly before MC311’s launch in June 2010, a decision was made to operate 10 hours-a-day, five days-a-week until there was a better understanding of call volume and staffing needs. Over the past two years, increased portal usage and significant improvements in the call center operations has created greater efficiencies in the CSC. The self-service website, www.MC311.com, is available 24 hours-a-day, seven days-a-week.
The MC311 CSC remains open extra hours during weather emergencies or other significant incidents. Most recently, the CSC remained open extra hours to handle a substantially higher call volume during the aftermath of the June 29 derecho event. Call takers were able to supply information to County residents about a variety of services including debris clean-up and cooling center information.
Since the CSC opened, call volume has averaged 40,000 calls per month. With the extended hours taking effect in late summer, call numbers are expected to rise. The 311 web portal, which allows residents to find answers and check on the status of service requests, has consistently averaged 25,000 views per month.
For more information about MC311, call the Office of Public Information at 240-777-6507. To reach the call center, dial 311, or 240-777-0311 or TTY 301-251-4850, or visit www.MC311.com.
# # #