Improving the Customer Service Center: MC311 Address Error Report Form & Tracking

About the Program

Category: Information Technology (Best in Category)

Year: 2022

Call-takers for Montgomery County’s MC311 customer service center rely on third-party software connected to many layers of GIS data to validate each address provided by callers and quickly view pertinent information about each address on their computer screens. With so many data connections, sometimes things go wrong in this system, and users of the platform need an effective way to convey issues discovered to those working with the software and data so they can troubleshoot and record the status as issues are being addressed. Montgomery County’s Technology & Enterprise Business Solutions – Geographic Information Systems (TEBS-GIS) Team has implemented a system to collect information on problematic addresses, update progress, and display the collected information for each report. The process starts with a simple online form and produces a database of mappable data that users can then track on an online application, complete with map and filterable data.