The big picture
Guidehouse, the county’s business management consultant for the project, shared at a March 25 Fort Bend County Commissioners Court meeting that the committee has completed Phase 1 of its implementation plan. Phase 1 included establishing expectations, surveying county departments and creating a guideline for future phases, according to agenda documents.
The county created a committee last April to explore the 311 program to handle nonemergency requests such as filing complaints and finding information about services. The committee is being led by Precinct 1 Commissioner Vincent Morales and Precinct 4 Commissioner Dexter McCoy.
Why it matters
The county is home to more than 50 independent government jurisdictions such as cities, schools and municipal utility districts who all have different front-facing roles, said Milton Durango, communications and public information manager for the Fort Bend County Judge’s Office.
“Constituents are often confused about which government agency is responsible for their issue, let alone which county department may be able to help,” he said in an email. “A centralized intake system to help residents would streamline intake and response, and ultimately allow residents to resolve their issues with less hassle.”
Zooming in
Phase 2 will focus on a funding strategy for the program, while Phase 3 will highlight an implementation strategy including a pilot plan, according to agenda documents. Both phases are expected to run simultaneously May through July, with an emphasis on Phase 3 in June.
According to agenda documents, several key milestones of upcoming phases include:
- Accessing existing partnerships and funding relationships
- Identifying key stakeholders
- Developing a catalog of federal and non-federal funding
- Executing a roadshow to align departments
- Conducting workshops on customer service, efficiency, cost savings and security
Durango said the hope is that the implementation steps are incorporated through the fiscal year 2025-26 budget cycle. McCoy previously said the goal is to launch the system in 2026.
