MC311 Marks Three Millionth Service Request Milestone

Jessica Henriquez, MC 311 Customer Service Representative, answered a milestone telephone call when she responded to a routine service request on September 30. The caller, who was requesting information on the hours for the Treasury Office, marked the Call Center’s three-millionth service request.

The MC311 system, launched on June 17, 2010, implemented the centralized Customer Service Center (CSC) to enhance public access to community services with one easy-to-remember number and a website available 24/7. Since the CSC opened, call volume has averaged 40,000 calls per month. The MC311 Online Request System, www.MC311.com, which allows residents to find answers and check on the status of service requests, has consistently averaged 25,000 views per month.