Planning, Accountability and Customer Service

Planning, Accountability and Customer Service (PACS), located within the Office of the Director, supports the Department’s mission by providing performance measurement, data collection and management, evaluation and analytics, and policy analysis that ensures high quality equitable service delivery to promote and ensure residents’ health and safety and build individual and family strength and self-sufficiency outcomes.

PACS accomplishes its primary area of work through:

  • Developing and refining of DHHS program and system measures with a focus on meaningful client outcomes;
  • Training and deployment of targeted Quality Service Reviews and Community Reviews;
  • Supporting client service integration through the Intensive Teaming Meeting process;
  • Consultation and capacity building on appropriate performance metrics for service areas, programs, grants, contracts and complex social service systems;
  • Leveraging advanced integrated technology, data systems and innovative analytical tools; and
  • Developing effective partnerships with other government agencies, community partners, universities and research centers.
  • DHHS organization-wide values guide the work of PACS by fostering trust, focusing on customer service, promoting equity and ensuring accountability. 

PACS conducts evaluative work in accordance with the American Evaluation Association Guiding Principles for Evaluators.

Contact PACS at:
Montgomery County Department of Health and Human Services
Planning, Accountability and Customer Service (PACS)
401 Hungerford Drive 7th floor
Rockville, MD 20850
(240) 777-1098 (phone)
(240) 777-3099 (fax)

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