Montgomery County Government (MCG) is undertaking a 3-1-1/customer relationship management (CRM) initiative. MC311 is an Executive level, comprehensive business strategy, focusing on creating and maintaining customer relationships. Phase 1 consists of 42 Departments and Offices, Sheriff’s Office and County Council. MCG operates in a decentralized Information Technology environment. The Department of Technology Services (DTS) organization is responsible for countywide IT Strategic Planning, Enterprise Architecture, Shared Services, Asset Management and Data Center operations.

Montgomery County Government’s 311/CRM solution will be an Enterprise-wide strategic initiative. The MC311 initiative will provide all customers greater quality service delivery, accountability, capacity and operational efficiencies. Literally, the results of this initiative will become the “Face of Montgomery County Government”.

RNR Consulting assessed strengths and weaknesses, providing for a foundation upon which a solution can be constructed. We established a baseline understanding of the County “as is” business state, metrics, and key performance indicators (KPIs). Baseline performance metrics were established to allow an objective assessment of progress toward achieving 311/CRM goals and objectives.

RNR Consulting also conducted an analysis of County’s services and how they contribute to the County’s MC311 vision. We conducted an analysis of the customer segmentation and key satisfaction measures that provided a foundation upon which implementation decisions can be made. Organizational analysis was conducted to assess the County’s ability to change, including analysis of the client's environment to identify constraints that may impact the change effort. RNR Consulting also conducted technology analysis, and assessed current IT infrastructure and goals in advance of any phase specific analysis or implementation efforts.

RETURN TO SERVICE AREA: BUSINESS PROCESS REENGINEERING AND FEASIBILITY STUDIES, or 311 IMPLEMENTATIONS