Skip to Content Accessibility Information

Governor's Coordinating Offices

Maryland State Government Celebrates National Customer Service Day Through Release of 2019 Customer Service Annual Report

Nearly 60,000 Marylanders Give Feedback to Maryland Government

ANNAPOLIS, MD – The Hogan administration today announced the release of the administration’s third Customer Service Annual Report. The report highlights the state’s customer satisfaction rating, and provides examples of how state agencies are utilizing the Governor’s Customer Service Promise to improve the customer experience for Marylanders. Created in 2016, the Governor’s Customer Service Initiative established criteria for state agencies and the Governor’s Coordinating Offices to establish a renewed focus on a strong service culture across government, improve customer service training and recognition for state employees, and track customer service improvements through performance metrics. All state agencies display the Customer Service Promise on their respective websites.

“Our administration is committed to delivering the best customer experience possible for our citizens,” said Governor Hogan. “Through the hard work of our employees, we are better equipped to help agencies drive performance improvements, which in turn has reduced or eliminated hundreds of fees and regulations across the state—saving our citizens both time and money.”

The Governor’s Customer Service Workgroup received close to 60,000 customer survey responses in Fiscal Year 2019. Overall customer satisfaction remained at 87%, similar to 2018, and 6% higher than 2017.

The 2019 Customer Service Annual Report also highlights improvements in many state agencies, including the Maryland Opportunity Zones Information Exchange—an award-winning website where residents and businesses can find opportunities to invest in distressed communities in order to help redevelop underserved communities. The report also includes progress on MD THINK, an innovative platform to support social services for children, adults, and families and their case workers. In Fiscal Year 2019, MD THINK launched an online capability for people to apply for Long Term Care Medicaid—a collaboration between the Maryland Department of Human Services and the Maryland Department of Health.

The state’s Customer Service Workgroup, led by Mike Pantelides, Director of the Governor’s Office of Small Business Regulatory Assistance, and Mike Morello, Director of the Governor’s Office of Performance Improvement, includes representatives from the Governor’s staff and liaisons from each agency and continues to provide leadership to support the Governor’s Customer Service Initiative. This is the third year that the workgroup has teamed up with the Customer Experience Professionals Association to publish the state’s customer service annual report on National Customer Experience Day, a day which celebrates the professionals and companies that make great customer experiences happen.

“From an employee who interacts with constituents every day, to an employee working in a back office operation, they are all working toward delivering the best customer experience to all Marylanders,” said Morello. “Through Governor Hogan’s leadership, agencies have strengthened their commitment to a strong service culture by bringing together data analytics on operations and the customer experience, resulting in a transformation about how agencies think about and deliver their products and services to Marylanders.”

The 2019 Customer Service Annual Report can be found here or download the report as a pdf directly here.