Governor’s Office of Performance Improvement
Customer Service Overview
The Governor’s Office of Performance Improvement was created to help change Maryland for the better by working to improve state agencies through transparency and accountability, making state government more efficient and responsive to taxpayers, and ensuring Maryland taxpayer dollars are spent responsibly. The office does this by providing strategic guidance to state agencies, encouraging best performance practices, and measuring results to provide reliable data to constituents and elected officials.
Every Marylander is affected by state government. The Governor’s Office of Performance Improvement was created to help change Maryland for the better by working with state agencies to improve customer friendliness, effectiveness, and service to the people of Maryland. The office works collaboratively with internal and external customers, including state employees and the general public.
The Governor’s Office of Performance Improvement’s Customer Service Promise describes our approach. Customer Service activities include:
- Improve the tracking, responsiveness, and time-to-resolution of all electronic, telephone, written, and in-person correspondence. The Governor’s Office of Performance Improvement will work closely with the Governor’s Constituent Services staff to ensure that all constituent requests for information are received, acknowledged, and entered into the state’s correspondence tracking system within 24 hours of receipt.
- Ensure state employees and managers continue to improve customer service skills through formal training classes and informal coaching on best practices in customer service. In addition to staying up-to-date with customer service training, the Governor’s Office of Performance Improvement will work in conjunction with the Governor’s Office of the Business Ombudsman to develop and continuously refine the customer service curriculum for all state employees.
- Improve the processing times of agency services to help citizens and businesses accomplish their transactions with the state.
- Increase the number of services the state provides online so that citizens and businesses can utilize self-service, as appropriate.
- Update online publications, forms, FAQs, and pertinent information on our website so that citizens and businesses can find relevant information quickly and accurately. The Governor’s Office of Performance Improvement intends to update its website with current Maryland state news at least four times per month.
- Use social media to help get the word out about services, events, and news to provide citizens and businesses with information important to them.
- 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. The Governor’s Office of Performance Improvement will collect, code, and analyze all survey submissions on a weekly basis and regularly provide each agency and department with a summary of the results submitted about their organization.
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, 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 visit our website at http://gopi.maryland.gov/about-gopi/.
Click here for our three question customer experience survey.