311 SERVICES FOR THE COUNTY OF SUFFOLK, NY

Suffolk County has 10 towns, 33 villages, and 39 school districts. People don’t know which government is responsible for their particular complaint or concern,” said Suffolk County Deputy County Executive Jon Kaiman.

 

Mr. Mastellon, CIO of Suffolk County, NY in a pioneer for the vision and the leadership of being the first suburban county in New York state and one of few in the country to provide one stop services direct to its citizens. The 311 services are most popular in metropolitan cities.  New York City introduced 311 services in 2003.  Suffolk County has a population of approximately 1.5 million people some of which live in the 10 towns in the county that provide a varied array of services.  Therefore, the journey map of the various services is complex depending on if you live in one the towns. Mr. Mastellon recognized that the way to provide better services to citizens and improve performance of government services overall is to start with a consolidated contact center that can manage the interface with residences.  He worked across the county departments and organized the consolidated approach that makes it much simpler for the citizens to get the information they need and to initiate service requests to their local government.  

 

While these efforts are of obvious benefit when you view the big picture and from the citizen perspective, but you can imagine that the view from within each county offices is very different and there is a natural and understandable concern of taking the service contact desk out of the various departments and consolidating it for the benefit of the citizens. Mr. Mastellon, with the support of the County Manager negotiated this necessary part of the process adroitly – keeping the project within the expected schedule and keeping focus on the bigger picture of improved citizen services.  

 

311 Services for Suffolk County, NY has resulted in significant benefits.  The  Long Island Press reported that Eastern Long Island residents will now be able to get answers to questions or make non-emergency complaints by calling Suffolk County’s new 311 hotline, officials announced Tuesday, May 28, 2019.  In addition to improving residents’ interactions and overall experience with local government, Suffolk311 serves as a management tool that helps officials better allocate resources and taxpayer dollars, officials said. It will additionally enhance public safety efforts by reducing the burden on 911 emergency call centers that receive tens of thousands of non-emergency calls each year.  “One call does it all” Suffolk County Executive Steve Bellone told reporters during a news conference at the 311 call center in Hauppauge, quoting the hashtag and slogan that the county is using to promote the new system.  Suffolk311 is the first suburban county 311 call center in New York State. New York City launched its 311 hotline in 2003. 

 

Suffolk County has approximately 1.5 million people on the eastern portion of Long Island in New York State and is divided into 10 towns: Babylon, Brookhaven, East Hampton, Huntington, Islip, Riverhead (county seat), Shelter Island, Smithtown, Southampton, and Southold. With citizen services provided by various towns and the county government citizens may not always know the where to contact for governmental services

2020

SERVICE TO THE CITIZEN AWARD WINNER

SCOTT MASTELLON

CHIEF INFORMATION OFFICER (CIO)

For Questions /  Contact us at STTC@dorrisconsulting.com

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