Montgomery County has been designated as a 2012-2014 Citizen Engaged Community (CEC) by Public Technology Institute (PTI) for its MC311 online and telephone information system. PTI created this annual designation program to recognize excellence in multi-channel contact centers and best practices for the use of Citizen Relationship/Records Management (CRM) systems, 311 services, web portal technology, telephone systems and mobile communications infrastructure.
Montgomery County was one of nine jurisdictions with populations of more than 300,000 to be selected for this distinction. Local governments were selected based on three key areas for multi-channel contact centers. The criteria and how MC311 is meeting them are listed below:
• Citizen Participation Processes – MC311 offers customers online surveys to determine satisfaction of interactions, ticket numbers so customers can track progress on requests for services, and transfers of calls to experts when necessary.
• Integrated Communication Channels and Technology – Customers can contact Montgomery County’s MC311 system by calling 311 or 240-777-0311 outside of the County, or visiting the website at www.MC311.com. The website will be available for mobile devices in November. A knowledge base of information allows almost 70 percent of calls to be answered without a transfer to another person. Additionally, MC311’s CRM system is integrated with GIS (geographical information system) to expedite services that are location-based. MC311 is also available to support public safety personnel in the event of an emergency.
• Performance Reporting – MC311 monitors performance on an ongoing basis, focusing on call handling efficiency and quality using a variety of measures including average call handling time, customer satisfaction, customer wait time and cost per call. Industry best practice benchmarks are used to set goals. Management analyzes data, regularly reviews core business processes and makes improvements when necessary.
Public Technology Institute actively supports local government executives and elected officials through research, education, executive-level consulting services and national recognition programs. Created by and for cities and counties, PTI works with a core network of leading local officials — the PTI membership — to identify research opportunities, share solutions, recognize member achievements and address technology issues that impact local government.
For more information about this award, or about the MC311 Customer Service Center, contact Brian Roberts at 240-773-3583.
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