Baltimore officials are implementing two major reforms aimed at making city government more transparent and responsive. Mayor Brandon M. Scott on Tuesday announced the relaunch of the CitiStat performance management program and the debut of 311 Reimagined, an overhaul of Baltimore’s service request platform. The initiatives are designed to improve how city agencies respond to public needs by leveraging data, enhancing communication, and incorporating community feedback.
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CitiStat, originally a national model for municipal performance tracking, has been fully restructured under the Mayor’s Office of Performance and Innovation. In the past year, it hosted over 90 sessions focused on critical areas such as street cleanliness and inter-agency coordination. The relaunch brings clearer goals, regular public updates, and stronger links to city budgeting, with dedicated data officers embedded in agencies to enhance accountability. It also introduces cross-departmental participation to improve responsiveness across IT, HR, and other departments.
311 Reimagined complements the CitiStat improvements by modernizing the way residents report and track service issues. Fixes already implemented include correcting technical problems that previously led to inaccurate closures and misrouted crews. Updates now offer clearer communication, including detailed resolution notes and status updates, reducing confusion and unnecessary follow-up.
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Further upgrades are planned for later in 2025, including a new public portal that allows residents to view service requests on neighborhood maps, browse requests by keyword, and access before-and-after images for select repairs. The system will also introduce Spanish-language support on its platforms and host community workshops to improve public understanding of the new tools. Both CitiStat and 311 Reimagined reflect the administration’s broader push to create a government that is data-informed and focused on measurable outcomes.
Article by multiple RFHC contributors, based upon information from the Mayor’s Office of Performance and Innovation press release.
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