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County 311 program earns national award

Madera County has taken home an Achievement Award from the National Association of Counties (NACo) for its 311 Customer Service Center Program. The Achievement Awards annually recognize innovation in county governments across the country.

The 311 Customer Service Center Program was recognized under the county administration and management category and will be honored at the NACo Annual Conference and Exposition in Long Beach this July.

“It is a great honor to be recognized by NACo for our 311 program, which has helped Madera County provide streamlined, efficient and cost-effective customer service to our residents and employees across county departments,” said Eric Fleming, Madera County Administrative Officer.

The 311 call center was launched in 2012 to ensure continuity in county services in the wake of furloughs and the economic downturn. Since its inception, 311 has received more than 220,000 calls, which have generated over 21,000 service requests. These service requests include everything from animal control requests to code enforcement, zoning questions and environmental health queries.

In addition, Madera County staff are able to use 311 to access services for county operations, such as building maintenance requests, IT services and grounds maintenance requests.

The implementation of 311 has enabled Madera County to realize a cumulative savings of $440,000 to date.

Members of the public and county staff are able to call 311 weekdays from 8 a.m. to 5 p.m. to be routed to the proper county department based on their needs.

In addition, callers are automatically provided a tracking number to monitor the progress of a particular request. The call center is managed by Nicole Desmond, and it is staffed by Ignacio Magos, Dienel Iniquez, Cindy Barrientos, and Jennipher Garcia.

“The 311 team is really excited to be recognized by NACo for our hard work and innovation. We look forward to continuing to provide Madera County residents and employees with top notch customer service and assistance,” said Nicole Desmond, Senior Administrative Analyst with Madera County’s Administration Department.

For more information about the 311 Customer Service Center, see www.madera-county.com/index.php/rsstest/video/madera-county-311. For information on the NACo Achievement Awards, see www.naco.org/topics/awards-programs.

Madera County

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