Baltimore City Council
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File #: 19-0163R    Version: 0 Name: Informational Hearing: “Closed Means Closed” - Clarifying 311 Services’ Approach to Resolving Requests
Type: City Council Resolution Status: In Committee
File created: 9/9/2019 In control: Budget and Appropriations Committee
On agenda: Final action:
Enactment #:
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, President Brandon M. Scott, Eric T. Costello, Shannon Sneed, Mary Pat Clarke, Isaac "Yitzy" Schleifer
Indexes: 311 Services, Informational Hearing, Resolving Requests
Attachments: 1. 19-0163R~1st Reader, 2. DHCD 19-0163R, 3. 311 Call Center 19-0163r, 4. DPW 10-0163r, 5. Law 19-0163R, 6. OPI 19-0163R
Date Ver.Action ByActionResultAction DetailsMeeting DetailsVideo
10/7/20190 Budget and Appropriations Committee Scheduled for a Public Hearing  Action details Meeting details Not available
9/23/20190 Budget and Appropriations Committee Scheduled for a Public Hearing  Action details Meeting details Not available
9/12/20190 City Council President Refer to Dept. of Recreation and Parks  Action details Meeting details Not available
9/12/20190 City Council President Refer to Mayor's Office of Innovation  Action details Meeting details Not available
9/12/20190 City Council President Refer to Mayor's Office of Information Technology  Action details Meeting details Not available
9/12/20190 City Council President Refer to Dept. of Public Works  Action details Meeting details Not available
9/12/20190 City Council President Refer to Dept. of Transportation  Action details Meeting details Not available
9/12/20190 City Council President Refer to Dept. of Housing and Community Development  Action details Meeting details Not available
9/12/20190 City Council President Refer to City Solicitor  Action details Meeting details Not available
9/12/20190 City Council President Refer to 3-1-1 One Call and Dispatch Center  Action details Meeting details Not available
9/9/20190 City Council Assigned  Action details Meeting details Not available
9/9/20190 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 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.
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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...

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