Introducing the 2024 MACo Celebratory Blog Series: Showcasing the Remarkable Achievements of Maryland’s Award-Winning Counties!
Join us on this exciting journey as we embark on a special blog series dedicated to honoring the exceptional accomplishments of the counties that triumphed in the National Association of Counties (NACo) 2024 Achievement Awards. Each week, we will shine a well-deserved spotlight on a few remarkable counties, taking a deeper dive into their accomplishments, innovative initiatives, and the profound impact they have had on their communities.
Technology Services
Montgomery County received four awards in this category.
Cloud-based Electronic Hearing Records Application
The Workers Compensation Division (WCD) handles an average of 1,800 hearings annually. To prepare for hearings, the attorneys must timely review claim records. Previously, attorneys used unwieldly paper files provided by claim adjusters. Legal staff retrieved, distributed, maintained, and archived files. These files occupied enormous physical space. Reviewing 1000s of pages of medical documents by hand and transporting them to Commission hearings was physically difficult. To improve this antiquated system, a task force developed a new system to replace current processes moving these cumbersome files to a cloud-based electronic platform. The new system involves three main components: 1) a platform for claim adjusters to upload claim records electronically; 2) a document review system for attorneys to review records using mobile devices; and 3) cloud-based access for legal staff to prepare files for hearings. This three-pronged system was completed in November of 2023. All records went digital as of 12/1/2023. The new cloud-based application allows WCD attorneys and staff to review documents on their mobile device, tag records for exhibits, collaborate with peers, and access records online during hearings. The implementation of the new system has resulted in 100% conversion to digital files and improvement in overall efficiency.
Department of Permitting Services Geographic Information Systems Program
In Fiscal Year 2023 Montgomery County MD Department of Permitting Services (DPS) fulfilled a critical technology
need. The department undertook the task of modernizing its Geographic Information System (GIS) to improve communication between staff, collaboration with engineers, and transparency for the public. DPS ensures the health, safety, sustainability and economic vitality of residents, businesses, communities, and the built environment in Montgomery County. In part, this is accomplished by accurate, consistent, and timely review of submittal documents, issuance of permits, inspections, and outreach. DPS conducts prompt and thorough inspections for residential, commercial, land development, zoning, and responds to service requests and emergencies. Over 35,000 permits, licenses, and certificates were issued during fiscal year 2023. As Montgomery County continues to grow construction, demolition and renovation of buildings, installation, and maintenance of utilities in the right-of-way, and other types of construction activities, all require a robust GIS to easily communicate permit information, foster collaboration and provide transparency, improve efficiency, and awareness.
Device Client Management (DCM) – IT Procurement Management Solution
Faced with the need to efficiently provide services for acquisition and procurement of IT hardware and software for the 40+
departments that comprise the Montgomery County Government, the DCM division of TEBS looked to modernize its solution for request intake, tracking, fulfillment, and auditing for all IT related procurement requests. Migrating away from a legacy system that relied solely on email communications, this ambitious solution had to be robust enough to handle all scopes and varieties of requests, while also being streamlined and intuitive enough to remain user friendly and accessible. A core challenge we faced migrating away from the email method was developing a workflow that was repeatable and able to fit within an application, but also dynamic enough to accommodate data entry from end-users as well as DCM staff through what could be an unpredictable course to fulfillment. Often times, requirements change during a request, multiple vendors are sourced, cost codes and PO information must be gathered from multiple channels, and many other variables have to be accounted for. We needed a solution that could be both adaptive and consistent.
Monty 2.0 Generative Artificial Intelligence Chatbot
The Montgomery County, Maryland, Department of Technology and Enterprise Business Solutions (TEBS) and Office of
Public Information (PIO) MC311 Customer Service Center implemented a new website chatbot powered by generative artificial intelligence technology in March 2024. The chatbot, Monty 2.0, replaced the existing website chatbot that was previously deployed in January 2021. Implementation of the Monty 2.0 chatbot exponentially expanded the range of information available for public consumption, allowing residents to acquire County services-related information for over 3,000 topics (compared to the 20 topics available as part of the previous website chatbot iteration). Implementation of generative artificial intelligence technology also improved the overall quality of resident chatbot interactions by employing advanced conversational capabilities, including more realistic conversational dialogue and the ability to accurately translate resident queries in over 140 languages. Front-loaded development and testing of the technology also greatly reduced the levels of effort associated with recurrent programming and maintenance of the website chatbot compared with previous iterations.
As we bring this NACo Achievement Awards Series to a close, we celebrate the remarkable accomplishments and inspiring initiatives showcased throughout. The dedication and innovative spirit demonstrated by county governments across the state have truly made a lasting impact on their communities. View all 2024 NACo Achievement Award winners through their interactive and searchable map.