BALTIMORE, MD (Tuesday, May 27, 2025) - Today, Mayor Brandon M. Scott announced two major reforms designed to make Baltimore's government more transparent, responsive, and effective: the enhancement of the CitiStat performance management program and the rollout of 311 Reimagined, a comprehensive modernization of the City's service request system. Together, these initiatives represent a renewed commitment to using data, technology, and resident feedback to improve city services and strengthen accountability.

"Reimagining 311 means that our citizens can get more accurate information and know for certain that reports marked 'closed' are actually done," said Mayor Scott. "Combined with the improvements to CitiStat, these improvements will help us deliver top-notch city services to residents more efficiently. This is what a 21st-century city government should look like."

Both initiatives reflect the Scott administration's broader vision for a government that is outcomes-driven, data-informed, and built around the needs of its people. CitiStat and 311 Reimagined are closely linked - data from 311 helps shape CitiStat's priorities, while CitiStat ensures agencies are following through on 311 requests and improving service delivery over time.

"These reforms are about delivering clean streets, safe neighborhoods, and timely repairs with discipline, transparency, and urgency," said Dartanion Williams, Executive Director of the Mayor's Office of Performance and Innovation. "CitiStat gives us a pulse on what's working and what needs fixing, and 311 is the way we deliver necessary changes. These reforms will break down silos, help us hold ourselves accountable, and make measurable improvements to services residents count on."

CitiStat Refresh: Turning Data into Results

Under the leadership of the Mayor's Office of Performance and Innovation, CitiStat - Baltimore's nationally recognized performance and accountability program - has been fully refreshed to help agencies deliver necessary city services to residents, from cleaner streets to better cross-agency coordination. In 2024, CitiStat held over 90 sessions across 11 topics. In early 2025, the program was refocused with clearer goals, stronger follow-up, and new leadership.

Key improvements to the CitiStat program include:

• Stronger alignment with budget priorities, linking performance goals directly to City funding.
• More consistent sessions, with expanded agency coverage and published schedules.
• New data-driven officers in agencies to improve data access and readiness.
• Public memos and materials published online for greater transparency.
• Cross-agency participation from IT, HR, Finance, Law, and other departments to help accelerate problem-solving.

311 Reimagined: A Better Way to Connect

Alongside the CitiStat improvements, the City is rolling out 311 Reimagined, an improvement to Baltimore's service request system that makes it easier for residents to report problems, get updates, and track requests.

Driven by feedback from residents, council members, and frontline staff, 311 Reimagined introduces technology upgrades, improved communication, and stronger quality assurance. Improvements already in place include:

• Fixed errors that closed requests too early or misrouted service crews.
• Clearer, more frequent updates so residents understand the status of their requests.
• Detailed resolution notes to reduce confusion and eliminate unnecessary follow-ups.
• Audits and training to ensure requests are resolved correctly the first time.

Major new features coming in 2025 include:

• 311 Resident Data Portal with neighborhood-level mapping and keyword search.
• Before and after photos for select requests to show completed work.
• Spanish-language options on the 311 website and app.
• Community workshops to help residents use 311 more effectively.