City of Baltimore - File #: 19-0163R

• File #: 19-0163R
• Version: 0
• Name: Informational Hearing: “Closed Means Closed” - Clarifying 311 Services’ Approach to Resolving Requests
• Type: City Council Resolution
• Status: Adopted
• File created: 9/9/2019
• In control: Budget and Appropriations Committee
• Final action: 10/28/2019
• Title: Informational Hearing: “Closed Means Closed” - Clarifying 311 Services’ Approach to Resolving Requests For the purpose of inviting representatives from 311 Services, the Department of Public Works, the Department of Transportation, and the Department of Housing and Community Development, the Department of Recreation and Parks, BGE, and the Mayor’s Office of Performance and Innovation to appear before the City Council to discuss the effectiveness of 311 resolving complaints and referring tasks to other agencies.
• Sponsors: Leon F. Pinkett, III, Ryan Dorsey, John T. Bullock, Bill Henry, Kristerfer Burnett, Zeke Cohen, Danielle McCray, Robert Stokes, Sr., Edward Reisinger, Mayor Brandon M. Scott, Eric T. Costello, Shannon Sneed, Mary Pat Clarke, Isaac "Yitzy" Schleifer
• Indexes: 311 Services, Informational Hearing, Resolving Requests

Date	Ver.	Action By	Action	Result
10/28/2019	0	City Council	Adopted
10/28/2019	0	Budget and Appropriations Committee	Recommended Favorably
10/24/2019	0	Budget and Appropriations Committee	Recommended Favorably	Pass
10/7/2019	0	Budget and Appropriations Committee	Scheduled for a Public Hearing
9/23/2019	0	Budget and Appropriations Committee	Scheduled for a Public Hearing
9/12/2019	0	The City Council	Refer to Dept. of Recreation and Parks
9/12/2019	0	The City Council	Refer to Mayor's Office of Innovation
9/12/2019	0	The City Council	Refer to Mayor's Office of Information Technology
9/12/2019	0	The City Council	Refer to Dept. of Public Works
9/12/2019	0	The City Council	Refer to Dept. of Transportation
9/12/2019	0	The City Council	Refer to Dept. of Housing and Community Development
9/12/2019	0	The City Council	Refer to City Solicitor
9/12/2019	0	The City Council	Refer to 3-1-1 One Call and Dispatch Center
9/9/2019	0	City Council	Assigned
9/9/2019	0	City Council	Introduced

* Warning: This is an unofficial, introductory copy of the bill.
The official copy considered by the City Council is the first reader copy.
Introductory*

City of Baltimore
Council Bill R
(Resolution)

Introduced by: Councilmember Pinkett


A Resolution Entitled

A Council Resolution concerning
title
Informational Hearing: “Closed Means Closed” - Clarifying 311 Services’ Approach to Resolving Requests
For the purpose of inviting representatives from 311 Services, the Department of Public Works, the Department of Transportation, and the Department of Housing and Community Development, the Department of Recreation and Parks, BGE, and the Mayor’s Office of Performance and Innovation to appear before the City Council to discuss the effectiveness of 311 resolving complaints and referring tasks to other agencies.
body

Recitals

Baltimore pioneered the use of centralized call centers for non-emergency complaints, as the first city to launch a 311 service in 1996, that went on to serve as a nationwide model. The expansion of 311 to include a much broader range of services around the turn of the century, under Mayor Martin O’Malley, and the introduction of a free 311 smartphone app for reporting and tracking service requests continued Baltimore’s path-breaking role in the field. During its existence, the 311 system has created over 13,000,000 service requests on behalf of Baltimore City residents, businesses, and visitors.

However, citizens still raise concerns about the efficiency of 311’s centralized complaint system and their ability to track the City’s progress towards resolving complaints. Some feel that the current system does not p...