PRINCE GEORGE'S COUNTY
OFFICE OF COMMUNITY RELATIONS

EUNIESHA DAVIS​

Director

Under the leadership of Euniesha Davis, the Office of Community Relations at Prince George's County Government successfully launched the PGC311 CRM platform, bringing the county into the twenty-first century. This new technology has streamlined service delivery and improved customer experience for county employees and residents. Key positive impacts of the PGC311 system include reducing service types, clarifying business processes, and providing 24/7 access through a mobile app and web portal. The system ensures requests are routed correctly, offers real-time updates, and provides estimated service completion times.

Despite the challenges of the COVID-19 pandemic, the PGC311 Call Center maintained excellent service levels, with reduced call answer times and high service level ratings. Director Davis prioritizes teamwork and recognized the call center team's dedication through a rewarding staff retreat event, fostering camaraderie and strengthening teamwork.

The PGC311 system and the 311 On the Go! Program, led by Director Davis, have had significant benefits for the public. Survey data informs improvements and marketing strategies to educate customers about county services. Reporting functions allow agency leadership to monitor performance and make data-driven improvements. The 311 On the Go! Program enhances citizen engagement and provides resources directly to citizens through outreach efforts.

The achievements of Director Davis and the implementation of the PGC311 system and 311 On the Go! Program has brought efficiency, improved service delivery, and increased citizen engagement to Prince George's County residents.