Montgomery County Service Requests with SLA Compliance Data

MC311 Service Requests contains records of all service requests received by Montgomery County, Maryland, via phone, email, web portal, and walk-ins since July 1, 2012. The dataset is updated daily and includes detailed fields for tracking departmental performance against service-level agreements. It is published by data.montgomerycountymd.gov.

Use Cases

• Analyze SLA compliance trends by Department and Request Type using the 'Within SLA Windows?' and 'Attached Solution SLA Days' fields.
• Model the 'Status' (e.g., closed, open) of a request based on features like '# of Days Open', 'Department', and 'Source'.
• Assess geographic distribution of service demand by joining requests on 'Zip Code', 'Council District', or 'Congressional District'.
• Forecast request volumes over time using the 'Opened' date column to identify seasonal patterns in public service needs.

Strengths

• Daily update frequency ensures current operational data.
• Includes specific SLA performance metrics like 'SLA Yes' and 'SLA No' for detailed analysis.
• Temporal coverage spans from July 1, 2012 to present, enabling longitudinal studies.

Limitations

• Unknown total row count and dataset size limits assessment of statistical power.
• Sample data is unavailable, preventing immediate review of data distributions and potential quality issues.
• Geographic scope is limited to Montgomery County, Maryland, restricting broader applicability.

Provenance

Source

data.montgomerycountymd.gov

Collection Method

Derived from service requests originating in the County's Customer Service Center (CSC), web portal, and departmental walk-ins.

Time Range

July 1, 2012 - present

Freshness

Updated daily.

Geography

Montgomery County, Maryland, USA