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County says assessment found 311 underutilized; leaders propose rebrand
Summary
A county organizational assessment by Malden and Jenkins found 311 was "extremely underutilized," officials said, and leaders described plans to rebrand the service as the countys first point of contact for residents.
The CEO told meeting attendees that an organizational assessment by Malden and Jenkins showed 311 had been "extremely underutilized," and said the county wants 311 to be the "director of first impressions" for residents contacting government services. "When we did our organizational assessment by Malden and Jenkins when I came in, 311 was extremely underutilized," the CEO said.
The CEO described a rebranding effort and a goal for 311 to serve as an interface that can route residents to the right department without the resident having to wait for another official to act. The remark framed subsequent discussion of staffing, technology and outreach.
