MC311 Earns National Award
Montgomery County’s MC311 online and telephone information system has been named the silver winner in the category of Customer Analytics in the 2011 Gartner & 1to1 Media CRM Excellence Awards.
Customer analytics is a process whereby data is collected from the customer then used to help make key business decisions. The data is used first to understand demand for services, then provide improved services to constituents.
Since Montgomery County’s 311 system was launched in June 2010, customer analytics have been useful in showing what services residents find most valuable. For example, Ride On bus trip planning and bulk trash pick up have consistently remained at the top of the list. Having this information is crucial to helping Montgomery County best serve its residents.
Montgomery County is the first jurisdiction in the nation to launch its 311 telephone answering system simultaneously with its online 311 website and institute customer analytics at the same time.
Office of Community Partnerships’ Rev. Tim Warner’s Work Featured in April Washingtonian Magazine
In his job with the County’s Executive’s Office of Community Partnerships, Rev. Tim Warner sees slices of life in Montgomery County that many residents are not aware exist.
In the April 2011 issue of Washingtonian Magazine, Cindy Rich’s article, “Out From the Shadows,” interweaves the story of Warner’s interactions with County residents living in poverty with his own emergence from growing up in a ghetto outside Philadelphia.
If you haven’t seen a copy yet, our friends at Washingtonian tell us that the article will be online May 1 at www.washingtonian.com.
Please Note: Correction/Clarification
In the last issue of The Paperless Airplane, under Making News, the headline reading "A Win-Win Solution for Inmates and the Silver Spring Community" is incorrect.
Reemberto Rodriguez, director of the Silver Spring Regional Services Center, explained that the participants in the program -- where residents spend a weekend of outdoor cleaning and public service in Silver Spring -- are “offenders sentenced to weekend duties, not inmates.” Department of Correction and Rehabilitation Director Art Wallenstein, said, “Not a single inmate from the jails is involved – all [of these workers] live at home.”
We apologize for the written misstep and thank Reemberto and Art for the correction.
CATEGORIES: Making News
POSTED AT: Friday, April 29, 2011 | 1:00:00 AM