Public Information Office (PIO)
What the Department Does
The Public Information Office consists of a Media Relations section that works with the news media to inform residents about the programs and services available to them. A Publications and Graphics section provides graphical support to the office and oversees the content and design of the County web site so that it is informative and easy to navigate. A Cable Programming section produces cable television shows for the Executive branch of County government on cable channel 6 – County Cable Montgomery. MC311, the County's Customer Service Center, is where residents can call or go online to find information or submit service requests.
Turn The Curve Performance Agreement Measures
Turn the Curve (TTC) is a straightforward method of problem-solving and strategic planning designed to identify ways of improving the services that the County provides to residents and other customers. It requires County departments and employees to look at problems through a different lens and go through a five-step process to identify innovative ways to improve the outcomes of the government's programs and initiatives. TTC leverages the experience and brainpower that already exists in the organization: Department directors and staff at all levels work together to develop new ways to approach their work.
Departments have completed an agreement with County leadership that formalized their TTC work. Below is a link to the complete PIO agreement, at the heart of which are the three performance measures shown in the graphs below.
MC311 Average Call Quality Assurance Rating
A high average rating on quality assurance scores shows that callers are receiving useful information in a friendly, professional, and courteous manner.
MC311 Web Portal Page Views
Increasing use of the county's online resources shows that residents and other users are receiving information and submitting requests for service at their convenience, from their device at any time.
Impressions from Communications (Millions)
This measure of total impressions includes views of county posts and communications on social media (Twitter, Facebook, and Nextdoor), email newsletters, the county website, and press releases and statements.
Montgomery County departments are broken out into discrete programs for the purposes of Outcome Based Budgeting. A program is an activity or set of activities performed by County government that has:
- identifiable costs for budgeting purposes
- a clear public purpose and measurable results, and
- clear lines of accountability for its performance and financial management
It is said that the “story of the program” can be conveyed in five or fewer performance measures. The following are the performance measures for programs within the Public Information Office. In our performance framework there are three categories of measures:
- How much did we do? (quantity)
- How well did we do it? (quality)
- Is anyone better off? (effect or impact)
Click on the chart to explore PIO's programs and expenditures.