MC311 Now On Twitter, Customer Satisfaction High Survey Says

Montgomery County’s 311 Customer Service Center has launched a new Twitter account that allows residents to get non-emergency County government information and request services via Twitter.

Initially, tweets will be monitored Monday through Friday, 8 a.m. – 4:30 p.m.

What this means is that residents can now tweet MC311 with a question or request for service and will receive a response with the Service Request number and a time frame for a follow-up response for services handled by departments.

Additionally, MC311 will tweet information about some of the most common topics coming into MC311. These topics include: Ride On Bus Real Time information; reporting a dead animal along the roadway; reporting a street light outage; and reporting a pothole on a County road.

“Montgomery County residents now have yet another way to access information about County services and make service requests,” said Patrick Lacefield, director of the Office of Public Information. “Twitter is the next step — and this will be especially valuable in emergencies, whether weather-related or otherwise.”

More than 1,000 users of MC311 responded to the recently-completed, bi-annual customer satisfaction survey. The survey showed that:

• Nearly 80 percent of callers were satisfied with their overall 311 experience;

• More than 82 percent were satisfied with the call taker’s ability to find the information;

• More than 88 percent were satisfied with how long it took to reach a representative;

• More than 84 percent indicated that they were satisfied with the handling of their call to MC311.

• More than 88 percent of the County’s 311 website users were satisfied with their overall MC311 website experience;

• 93 percent were satisfied with their ability to find the information they were looking for on the MC311 website; and

• More than 91 percent were satisfied or very satisfied with the ease of using the website.

“MC311 continues to improve, providing a valuable service to our residents,” said County Executive Isiah Leggett. “With the addition of Twitter and the ability of customers to quickly tweet a question or concern, we have provided yet another avenue for residents to get answers to requests for information.”

The MC311 call center handles on average 40,000 calls per month. The 311 web portal, www.mc311.com, which allows residents to find answers and check on the status of service requests round-the-clock, seven days a week, has consistently averaged more than 75,000 page views per month. More than 40,000 online service requests were received last year.

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