Friday, August 24, 2012

MC311 Customer Service Center Extends Hours of Operation

Montgomery County’s MC311 Customer Service Center (CSC) extended its hours of operation on August 13 and is now open 12 hours a day, beginning at 7 a.m., Monday through Friday. The CSC formerly closed at 5 p.m.

An analysis conducted last April indicated that between 135 and 175 callers tried to reach 311 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 could be served in the extra two hours. The MC311 CSC already remains open extra hours during weather emergencies or other significant incidents. 

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 and can be accessed around the clock. 

To reach the call center, dial 311, or 240-777-0311 or TTY 240-773-3556, or visit the website.