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Hogan Administration Releases 2018 Customer Service Report

Customer Satisfaction Reaches 87.7%; Highlights Continued Improvement and Innovation on Customer Experience Day

ANNAPOLIS, MD – Governor Larry Hogan today announced the release of his administration’s second Customer Service Annual Report, which details continued improvements in customer satisfaction, innovation within state agencies, and collaboration with Maryland companies that set the bar for exceptional customer experiences.

Created in 2016, the Governor’s Customer Service Initiative has continually driven improvements in service delivery and citizen experience. All state agencies have improvement plans with performance metrics, training and recognition programs, and proudly display the Governor’s Customer Service Promise, which is the guiding principle that has set the new standard across state government.

“In addition to the hundreds of fees and regulations we have been able to eliminate and reduce over the past four years, improving the service and experience for all those who interact with state government is a critical component of our efforts to reform state government,” said Governor Hogan. “I want to thank our Customer Service Workgroup for their hard work to drive this change, and it has been gratifying to see so many state workers step up with their own ideas on process improvements and innovations to better serve our customers.”

The Workgroup received over 51,000 customer survey responses in Fiscal Year 2018. Overall satisfaction during that period improved to 87.7%, up from 81.7% the previous year.

The report also highlights several service delivery improvements through online and mobile devices, including the Maryland Business Express website and the AccessDNR mobile app.

“Innovation is happening across all state agencies,” said Greg Derwart, managing director for the Maryland Department of Commerce and chair of the Workgroup. “From SHA’s Project Green Light program to Commerce’s Management Boards, our team members become promoters and brand ambassadors when they are empowered to share their ideas and suggestions and become a part of the solution.”

With so many Maryland companies at the forefront of the customer experience movement, the Workgroup has partnered with area leaders to create a local network through the Customer Experience Professionals Association (www.cxpa.org), which the state has partnered with for the second year in a row to celebrate Customer Experience Day today. CX Day (www.cxday.org) celebrates and recognizes the companies and professionals around the world that create positive experiences for their customers. The state of Maryland is proud to be aligned with these forward-thinking organizations.

The Customer Service Workgroup is led by Chair Derwart along with Director Mike Morello of the Governor’s Office of Performance Improvement and Director Mike Pantelides of the Governor’s Office of Small Business Regulatory Assistance and includes representatives from the Governor’s staff and liaisons from each agency. The entire 2018 Customer Service Annual Report can be found here: http://www.maryland.gov/Pages/FY18_Annual_Report.pdf

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