Montgomery County Executive Isiah Leggett joined MC311 staff today to mark the second anniversary of the County’s online and telephone information system. In addition to answering several incoming calls, Leggett celebrated the milestone with call center staff. In mid-May, one month prior to the June 17 anniversary date, the call center recorded its one-millionth service request.
Since the customer service center opened two years ago, call volume has averaged 40,000 per month. The 311 web portal, www.mc311.com, which allows residents to find answers and check on the status of service requests, has consistently averaged 25,000 views per month.
“In just two years time, the MC311 online and telephone information system has proven to be a valuable service for our residents,” said Leggett. “The 24/7 online service is increasingly being used for filing service requests and finding information. We could not be more pleased with how this relatively new County government service is evolving, making it easier to reach a County government office, get work done and track the results.”
Following an analysis conducted in April that indicated a significant number of customers were attempting to reach 311 after 5 p.m., it was decided that the Customer Service Center (CSC) would open from 7 a.m. to 7 p.m., Monday through Friday, starting in late summer. Currently the CSC operates from 7 a.m. to 5 p.m. Having the CSC open an additional two hours means an additional 700 to 800 customers a week, or more than 3,000 additional customers a month, will be served. The extra coverage will be handled with existing resources. A date when the extended hours will begin will be announced soon.
For more information about MC311, call the Office of Public Information at 240-777-6507. To reach the call center, dial 311, 240-777-0311 or TTY 301-251-4850, or visit www.MC311.com.
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