ANNAPOLIS, Md. (AP/WBOC) - Gov. Larry Hogan has launched an initiative to improve state government services in Maryland.
Hogan announced the plan Thursday. It has three main components: a renewed emphasis on a strong service culture; improved and continuous customer service training for state employees; and the establishment of new service performance metrics.
"Marylanders expect the best possible customer service from their state government, and that is exactly what they deserve," said Governor Hogan. "With today's launch of a statewide Customer Service Initiative, we will ensure continued improvements across all Maryland state agencies by finally giving our state employees the leadership, the training, and the tools they need to be successful."
The initiative requires every state agency to develop and maintain a plan to keep improving. That will include minimum response times for phone, written and in-person questions. State agencies also will be required to review agency business hours to better align them with customer demand. These plans are due by October 1 and are required to be resubmitted each fall for review, Hogan said.
Hogan added that he often heard residents point out government service concerns when he campaigned in 2014.
The final component in the Governor's Customer Service Initiative is the launch of the Maryland Customer Service Promise, a series of key principles that will serve as basis of all interactions between state employees and their customers. As part of the initiative, Governor Hogan said he's directed all state agencies to display the Customer Service Promise prominently in state offices and on agency websites.
Hogan said his administration is committed to providing the best customer service possible for Maryland citizens. To best serve Marylanders, they've launched a website, www.maryland.gov/customerservice, for citizens to submit feedback about their customer service experiences.
