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The original item was published from 10/19/2016 8:08:00 AM to 10/19/2016 8:09:07 AM.

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Community Relations News

Posted on: October 19, 2016

[ARCHIVED] Office of Community Relations 311 Call Center Celebrates National Customer Service Week

For Immediate Release:
Contact: Sherry White-Talbert Public Information Officer Prince George’s County Office of Community Relations (301) 952-4729

The Prince George’s County Office of Community Relations is celebrating the 2016 National Customer Service Week, October 17 through October 21, by recognizing the CountyClick311 Call Center. It is also the fourth anniversary of CountyClick 3-1-1 which is an initiative of County Executive Rushern L. Baker, III. The goal was to better connect County government to residents through a call center and online service request system.

“Since opening four years ago, CountyClick 3-1-1 has quickly grown to be an essential resource for our residents and testament to better service from the Prince George’s County Government to our residents,” said County Executive Rushern L. Baker, III. “CountyClick 3-1-1 has handled over 940,000 calls, emails, letters and face-to-face walk-ins from residents who made service requests or had questions or concerns. I urge more residents to utilize CountyClick 3-1-1 and to make sure their friends, family, and neighbors in the County are aware of this wonderful service.”

Customer Service Week is an international event devoted to recognizing the importance of customer service and to honoring the people who serve and support customers with the highest degree of care and professionalism. In 1992 the U.S. Congress proclaimed Customer Service Week a nationally recognized event, celebrated annually during the first full week in October.

“Our team is committed to providing quality service and information to citizens. After four years of operations, we recognize there are areas that needed improvement. As a result, we are adding more customer service representatives to the team which will positively improve wait times in the center. We have just implemented a new customer relationship tool to make the entire process more efficient. The new CountyClick/3-1-1 system is here and now is a great time to download the new app or register online. All you have to do is:

• Go online and create an account - a new user account will make it more convenient to view the status of your service request online (this feature is optional because we understand that you may want to remain anonymous when submitting requests).

• If you had CountyClick/3-1-1 account before today, you still must sign-up - create a new username and password for the new system.

• Download the new mobile application --now available from the App Store or Google Play.

We are also in the process of implementing a formal quality assurance program utilizing new technology to record calls which will be used for process improvement purposes. We’ve made government more accessible for citizens and that was one of our goals,” said Musa L. Eubanks, Director of the Office of Community Relations. We’ve received multiple letters, emails and phone calls of positive feedback regarding the service that is delivered by the dedicated 311 Call Center Team. One week is not actually enough to recognize this group of hardworking team members.

In order for citizens and County Government Employees to join in on the celebration, we are inviting all to visit the CountClick311 Call Center to tour the facility and learn more of what we do.

What:
Open House for the Prince George’s County 311 Call Center

Who:
Prince George’s County Office of Community Relations

When:
Wednesday, October 19th, 2016, 1:00 -2:00p.m.

Where:
Prince George’s County Administration Building
14741 Governor Oden Bowie Drive, Suite L-3
Upper Marlboro, MD 20772

The CountyClick 311 Call Center’s hours of operation are from 7:00 a.m. to 7:00 p.m. Monday through Friday. Citizens and residents may also access CountyClick by going to www.countyclick311.com or downloading the free App to their Apple or Android mobile device 24/7. Residents with any questions are encouraged to call Prince George’s County 3-1-1.
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