Montgomery launches 311 phone system (Gazette)

Government adopts one-stop shop for calls


by Erin Cunningham
Staff Writer, Gazette

It's arguably the biggest step Montgomery County will take this year to restructure government and save money — a priority that county officials voiced during recent budget discussions.

On Thursday, the county will officially launch its 311 phone system — a sort of one-stop shop for anyone with a question, concern or service request for county government. The system has been operating unofficially since January.

Now, instead of trying to remember a county government phone number or dialing several departments before reaching the right one, phone requests can go to one central location — a call center the county is leasing at 51 Monroe Street in Rockville — by dialing 311.

Click here to read the full article in the Gazette (6/16/10)

FY11 Operating Budget Worksession to Continue on Monday, May 17

The Montgomery County Council will hold a Fiscal Year 2011 Operating Budget worksession on Monday, May 17, 2010 beginning at 9:30 a.m. This meeting will be held in the Third Floor Hearing Room of the Council Office Building at 100 Maryland Ave. in Rockville. The meeting will be televised live by County Cable Montgomery (CCM—Cable Channel 6 on Comcast and RCN, Channel 30 on Verizon) and also will be available via streaming through the County Web site at http://www.montgomerycountymd.gov/.

The Council will discuss the annual Community Grants program and the new MC 311 Customer Service Center that will radically change how the County addresses requests for services and information. The Council also will get an updated report on the proposed consolidation of the Park Police unit of the Maryland-National Capital Park and Planning Commission with the Montgomery County Police. Another item on the Council agenda is Department of Economic Development.

The Council is scheduled to reach a tentative agreement on the budget on May 20 and is scheduled to adopt the budget on May 27.

To view Council session's complete agenda, click here.

MFP Committee to Discuss FY11 Operating Budget on 4/30

The Management and Fiscal Policy (MFP) Committee, Chaired by Councilmember Duchy Trachtenberg, will meet on Friday, April 30th at 2:15 pm. The meeting will be held in the 7th Floor Conference Room of the County Council Office Building located at 100 Maryland Avenue in Rockville. The MFP Committee will discuss the FY11 Operating Budget. The agenda items include:

• County Executive
• Public Information Office
• MC311 Customer Service Center
• Ethics Commission
• NDAs: Municipal Tax Duplication, allocation of speed camera revenues to municipalities- budget adjustments
• NDA: Working Families Income supplement- budget adjustments

Please contact Laurie Mintzer Edberg, Director of Management and Fiscal Policy, at 240-777-7948 (direct dial) or laurie.edberg@montgomerycountymd.gov with any questions regarding this MFP session.

MFP Committee Discussed FY11 Operating Budgets

The Management and Fiscal Policy (MFP) Committee, Chaired by Councilmember Duchy Trachtenberg, held a committee meeting on Thursday, April 21st at 9:45 am to discuss FY11 Operating Budgets. The agenda items included:

(1) County Executive
(2) County Attorney
(3) Ethics Commission
(4) Public Information Office
(5) MC311 Customer Service Center

For agenda item #1 on the County Attorney, the MFP Committee discussed holding a joint meeting with the Planning, Housing & Economic Development (PHED) Committee prior to taking action on the FY11 Operating Budget.

For agenda items #2 and #3 on the County Attorney and the Ethics Commission, the MFP Committee decided to move $108,740 to the reconciliation list to restore some level of staff for the Ethics Commission. In addition, the MFP Committee will hold an additional session to further discuss these two agenda items.

For agenda item #4 on the Public Information Office, the MFP Committee did not action on the FY11 Operating Budget for the Office of Public Information. Instead, the MFP Committee requested additional information to be presented to the Committee.

For agenda item #5 on the MC311 Customer Service Center, the MFP Committee did not take action on the FY11 Operating Budget for the MC311 Customer Service Center. Instead, the MFP Committee will take action on this agenda item after receiving an updated budget briefing from the County Executive on April 22nd.

Please contact Laurie Mintzer Edberg, Director of Management and Fiscal Policy, at 240-777-7948 (direct dial) or laurie.edberg@montgomerycountymd.gov with any questions or concerns regarding this MFP Committee session.

Duchy Trachtenberg Hosts MC311 Briefing for Council Members and Staff

As Chair of the MFP Committee, Duchy Trachtenberg hosted a MC311 Briefing for Council Members and their staff. Representatives from the Office of Human Resources as well as the Executive Branch led the well-attended presentation.

MC311 is a customer-focused initiative that uses automated systems to improve how customers receive information as well as non-emergency services. Residents of Montgomery County will be able to dial 3-1-1 to receive non-emergency information from the Montgomery County Government. It is anticipated that most questions from residents involving county government will be answered in one call. A call to 3-1-1 can be use for general information, referrals, service requests, etc.

Montgomery County's goal for the MC311 system is to transform the way the county does business as well as improve service to our residents. Constituents will be notified by e-mail that their request for service has been registered. In addition, a constituent will be notified when service has been completed. Another advantage is that constituents will be able to rate county services online. Data from MC311 will be sorted by council district, zip code, department, school cluster or other relevant breakdown.

There will be approximately 5 call center staffers with language abilities for non-English speakers. This exciting endeavor is already in use by cities such as Chicago and New York and will be launched in Montgomery County in mid-March.

The goal of MC311 is to enhance County employees’ ability to quickly and effectively respond to resident requests for services and information. (Click here for the County Executive's press release on the Capital Improvements Project, where the MC311 has been budgeted)

Duchy Trachtenberg as well as the entire Trachtenberg office attended the briefing.