In a move aimed at bolstering government efficiency and transparency, Mayor Brandon M. Scott has announced the revamp of Baltimore's performance management program, CitiStat, alongside a redesign of their 311 service request system, now dubbed '311 Reimagined'. According to a recent press release from the City of Baltimore Mayor's Office, these initiatives are set to streamline service delivery and enhance resident engagement with city governance.
Mayor Brandon M. Scott emphasizes the focus on outcome-driven reforms stating, "Reimagining 311 means that our citizens can get more accurate information and know for certain that reports marked 'closed' are actually done," and, when combined with the improvements to CitiStat, "these improvements will help us deliver top-notch city services to residents more efficiently." In the same statement shared by the Mayor's Office, Dartanion Williams, Executive Director of the Mayor's Office of Performance and Innovation, explained that the reforms aim to provide clean streets, safe neighborhoods and timely repairs with discipline, transparency, and urgency, these initiatives are part of a broader push towards a government that is responsive to the people it serves, data-informed, and outcome-driven.
On the 311 Reimagined front, residents of Baltimore can anticipate a more intuitive platform, where inaccuracies that led to the premature closure of service requests or misdirection of service crews have been addressed. Updates on requests will be more frequent and contain clearer information. A 311 Resident Data Portal, with before-and-after visuals for certain types of service requests, and a Spanish-language option are slated to be introduced during 2025's sophisticated technology upgrades. Improved communication training is among the upgrades designed to improve the service system and make the City's workings more accessible to residents.
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