Baltimore City Council
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File #: 21-0010R    Version: 0 Name: Informational Hearing - Getting on the Same Page: Clarifying 311 Services’ Approach to Resolving Requests
Type: City Council Resolution Status: Adopted
File created: 1/25/2021 In control: Health, Environment, and Technology
On agenda: Final action: 3/8/2021
Enactment #:
Title: Informational Hearing - Getting on the Same Page: 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, the Department of Housing and Community Development, the Department of Recreation and Parks, the Office of the City Administrator, the Baltimore Development Corporation, BGE, and the Mayor’s Office of Performance and Innovation to appear before the City Council to discuss how to improve the status classifications within the 311 to make them better understandable, more transparent, and more reliable for the citizens of Baltimore.
Sponsors: Sharon Green Middleton, Phylicia Porter, Kristerfer Burnett, John T. Bullock, Odette Ramos, James Torrence, Zeke Cohen, Mark Conway
Indexes: Informational Hearing
Attachments: 1. 21-0010R~1st Reader, 2. ECB 21-0010R, 3. Law 21-0010R, 4. BDC 21-0010R, 5. Rec and Parks 21-0010R, 6. OPI 21-0010R, 7. DPW 21-0010R, 8. BCIT 21-0010R, 9. 21-0010R BCHD, 10. DHCD 21-0010R (002), 11. DOT 21-0010R, 12. BCIT 311 Clarification Presentation, 13. BCIT 311 Clarification Presentation 2, 14. BCIT 311 Statistical Report 02.28.21, 15. City Administrator 21-0010R, 16. Bill Synopsis 21-0010R, 17. Hearing Agenda 21-0010R, 18. Hearing Minutes 21-0010R, 19. Attendance Record 21-0010R, 20. Hearing Notes 21-0010R, 21. Voting Record 21-0010R, 22. 21-0010R~2nd Reader, 23. BCIT 21-0010R Additional Report Revised
Date Ver.Action ByActionResultAction DetailsMeeting DetailsVideo
3/8/20210 Baltimore City Council Adopted  Action details Meeting details Not available
3/8/20210 Health, Environment, and Technology Recommended Favorably  Action details Meeting details Not available
3/3/20210 Health, Environment, and Technology Recommended FavorablyPass Action details Meeting details Not available
2/22/20210 Health, Environment, and Technology Scheduled for a Public Hearing  Action details Meeting details Not available
1/28/20210 Baltimore City Council Refer to Mayor's Office of Performance and Innovation  Action details Meeting details Not available
1/28/20210 Baltimore City Council Refer to Dept. of Recreation and Parks  Action details Meeting details Not available
1/28/20210 Baltimore City Council Refer to Baltimore City Administrator   Action details Meeting details Not available
1/28/20210 Baltimore City Council Refer to Baltimore Development Corporation  Action details Meeting details Not available
1/28/20210 Baltimore City Council Refer to 3-1-1 One Call and Dispatch Center  Action details Meeting details Not available
1/28/20210 Baltimore City Council Refer to Dept. of Public Works  Action details Meeting details Not available
1/28/20210 Baltimore City Council Refer to Dept. of Transportation  Action details Meeting details Not available
1/28/20210 Baltimore City Council Refer to Dept. of Housing and Community Development  Action details Meeting details Not available
1/28/20210 Baltimore City Council Refer to Dept. of Health  Action details Meeting details Not available
1/28/20210 Baltimore City Council Refer to Environmental Control Board  Action details Meeting details Not available
1/28/20210 Baltimore City Council Refer to Mayor's Office of Information Technology  Action details Meeting details Not available
1/28/20210 Baltimore City Council Refer to City Solicitor  Action details Meeting details Not available
1/25/20210 Baltimore City Council Assigned  Action details Meeting details Not available
1/25/20210 Baltimore City Council Introduced  Action details Meeting details Not available
* 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 Middleton

A Resolution Entitled

A Council Resolution concerning
title
Informational Hearing - Getting on the Same Page: 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, the Department of Housing and Community Development, the Department of Recreation and Parks, the Office of the City Administrator, the Baltimore Development Corporation, BGE, and the Mayor’s Office of Performance and Innovation to appear before the City Council to discuss how to improve the status classifications within the 311 to make them better understandable, more transparent, and more reliable for the citizens of Baltimore.
body

Recitals

As the first city to launch a 311 service in 1996, Baltimore has pioneered the use of centralized call centers for non-emergency complaints. The expansion of 311 to include a much broader range of services around the turn of the century 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 syst...

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