Montgomery County Department of Environmental Protection Customer Journey Mapping & Information Workflow Improvement

Abstract

The Montgomery County, Maryland Department of Environmental Protection (DEP) is responsible for trash and recycling services across the county including the management and distribution of trash and recycling bins and carts. Requests for new or replacement bins and carts are first processed through the county’s service desk operations (MC311) and then provided to the team responsible for product delivery. This information must then be manually manipulated and outputted to staff members and contractors to organize, schedule, and process deliveries and pickups. The manual workflow processes and limited technology integration create process inefficiencies leading to suboptimal customer satisfaction.