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
