Starting in late summer, 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 in 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 that could be served in the extra two hours.
“Since our MC311 call center began operations almost two years ago, County residents have been able to call one, three-digit number to access County services or to report a problem,” said Office of Public Information Director Patrick Lacefield. “Expanding our hours will allow us to handle more calls and accommodate residents who need to call in the evening when they get home from work. And – also good news – we will be able to accommodate this expansion of hours within already existing resources.”
During the development phase of MC311 in 2009, the County anticipated a 24/7 operation. Shortly before 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. The self-service website, www.MC311.com, is available 24 hours-a-day, seven days-a-week. Over the past two years, increased portal usage and significant improvements in the call center operations has created greater efficiencies in the CSC.
As the MC311 operation approaches its two-year anniversary in mid-June, a major milestone has been reached. The call center logged its one-millionth service request.
Since the CSC opened, call volume has averaged 40,000 calls per month. 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. With the extended hours taking effect in late summer, call numbers are expected to rise.
In coming months a date will be announced for when the extended hours will begin.
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.
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