Prince George’s County citizens are dedicated to improving their relationship with the County government. Many of these individuals spent relentless hours trying to communicate with County officials to no avail. Rushern L. Baker, III, County Executive knew that the current system was ineffective and either needed to be revamped or done away with altogether. The end result was the CountyClick 311 Call Center, which was designed specifically to connect County government to the residents of Prince George’s County, Maryland.
The CountyClick 3-1-1 Call Center opened its doors 4 years ago and has proven to be an essential resource for residents and Government officials. The Center has allowed residents to voice their concerns and inquire about specific matters. It also allows Government officials to address these inquiries and concerns in a time-efficient manner. According to Baker, the Center has handled more than 940,000 emails, calls, face-to-face walk-ins, and letters from residents. These meetings and messages may entail anything from questions and concerns to service requests.
The Center also functions around a case management/tracking system, which allows the customer support team to monitor, initiate and follow-up on submitted issues. The Center joined forces with other agencies and community members to ensure the process flows smoothly and time efficiently. Customer Service Week is a nationally recognized event, set aside for the first full week of October. It is a way to celebrate the Center’s success and residents are encouraged to join in on the celebration.
Residents have two different options available when submitting their service request online. They can do it anonymously or create a new user account, with the option of viewing the status of the service request at a later date. The CountyClick311 mobile app is now available on android and iOS. Residents can access and download the app by clicking on the following link: http://www.princegeorgescountymd.gov/2289/Top-Service-Requests
Service requests and issues can be submitted online 24/7. The Call Center accepts calls Monday through Friday from 7:00am to 7:00pm. In-person requests are accepted on Monday through Friday between the hours of 8:30am to 5:00pm. Use this form to contact customer support. The request will be routed to the appropriate agency, be sure to jot the Case ID number down, before submitting the request. This number is required to check the status and track the progress of your request.