* 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.
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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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