Customer_Service

Maryland Military Department Customer Service Overview


The Maryland Military Department includes the Maryland Army National Guard, Maryland Air National Guard, Maryland Emergency Management Agency and the Maryland Defense Force. The Department’s mission is to be ready to respond to support requirements of our State and Nation with a highly qualified team of Soldiers, Airmen, Civilians, and Volunteer Forces. The vision of the department is a transparent, agile, and diverse organization providing a wealth of capabilities for the defense of our Nation, support to our State; creating resiliency in our communities, and strengthening our team by supporting its members and their families. The Military Department’s operations cover the gambit from local, national to international scope, which may place our team members in harm’s way.
 
The Maryland Military Department customers span a broad range, from other state agencies and local emergency management partners to community stakeholders, private businesses, and everyday citizens. Employing a whole-community focused approach, the Military Department actively engages with its customers to increase awareness and provide quality service and support.  All customers shall be treated professionally and with respect. The Military Department is as diverse as the communities we serve. This diversity is our greatest strength, enabling a level of excellence unmatched by any other organization. We expect leaders, mentors, and team members to embrace the 3D’s (diversity of thought, diversity of capability, and diversity of people/culture) and seek out opportunities to leverage them to enhance our abilities to meet our goals and objectives.
The mark of any great organization is how it adds value to its community. We look to our team members to take their experience and capabilities and create opportunities for our fellow Marylanders.  
 
The Military Department’s Customer Service Promise describes our approach. Customer Service activities include:
 
1.    Improve the tracking, responsiveness, and time-to-resolution of all electronic, telephone, written, and in-person correspondence. For example, we will acknowledge all email inquiries within 24 hours of receipt.
 
2.    Ensure state employees and managers continue to improve customer service skills through formal training classes and informal coaching on best practices in customer service.
 
3.    Cultivate a culture of customer service throughout the department. Recognize that good customer service is the result of good technology, good customer service processes, and — most importantly — a well-managed organization that values its employees.  
 
4.    Increase the number of services the state provides online so that citizens and businesses can utilize self-service, as appropriate.
 
5.    Update online publications, forms, FAQs, and pertinent information on our website so that citizens and businesses can find relevant information quickly and accurately.
 
6.    Use social media to help get the word out about services, events, and news to provide citizens and businesses with information important to them.
 
7.    A three question Customer Experience Survey is available on our website for citizens and businesses to provide feedback. Results are used to make improvements to services.
 
In addition to these core customer service-related activities, we will also analyze our business hours in order to better align them to customer needs; conduct focus group-type meetings with stakeholders, ensure literature is up-to-date, and conduct staff meetings to discuss progress on achieving customer service goals. We will also continue to recognize top performers in our agency for professionalism and courtesy, responsiveness in resolving a customer’s needs, and for innovations that improve customer service. 
 
We will monitor the execution of the aforementioned activities, measure performance, and analyze the results in order to continuously improve customer service.
 
We are committed to providing Maryland citizens, businesses, stakeholders, and other customers with the best customer service. For more information, please see the customer service section of our strategic plan, located here http://military.maryland.gov/Pages/default.aspx
The Customer Service Promise
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The State of Maryland pledges to provide constituents, businesses, customers, and stakeholders with services in the following manner:
  • Friendly and Courteous: We will be helpful and supportive and have a positive attitude and passion for what we do.
  • Timely and Responsive: We will be ​proactive, take initiative, and anticipate your needs.
  • ​Accurate and Consistent: We will always aim for 100% accuracy, and be consistent in how we interpret a​nd implement state policies and procedures.
  • Accessible and Convenient: ​We will continue to simplify and improve access to information and resources.
  • Truthful and Transparent: We will advance a culture of honesty, clarity and trust.

Click here to complete a three question customer experience survey.