The Maryland State Police Forensic Sciences Division received a citation from Governor Hogan for excellence in customer service. The laboratory team processes evidence that requires precision so managing their customers’ expectations for timeliness is important. Also, meeting time sensitive requests requires being flexible with hours of operation. While the citation was given to one standout Read the Rest…
When a constituent provides feedback through the Governor’s Customer Service Survey, that feedback is provided to the appropriate agency for follow up. In this case, a constituent who is a physician’s assistant by occupation used the survey to offer suggestions for how the Maryland Department of Health could improve the processing of applications. Audrey Clark Read the Rest…
Improved customer service by using Lean process improvement techniques to streamline the Lead Rental Registry program. Prior to 2015, Property Owners with questions about compliance with the program were often put on hold for 20 minutes or more, there was a backlog of registry applications and renewals, and state employees were frustrated about constantly working from Read the Rest…
By modernizing its systems and eliminating waste in processes, business registration processing times went from 10 weeks to under 4 weeks, most transactions are completed within 48 hours, 1 in 2 business owners conduct their business with the state online outside of normal business hours, and 1 in 5 do their business with the state Read the Rest…
Maryland is blessed with beautiful waterways for recreational and commercial use, and as a result there are close to 200,000 boat owners in the state. Many of them expressed aggravation about having to register their boats with the Department of Natural Resources and then separately register the trailers for their boats with the Motor Vehicle Read the Rest…
Excellerator is the nickname for the performance management program at the Department of Transportation. By mobilizing process improvement teams using Lean techniques, the Department examined the Commercial Driver’s License process and eliminated wasted steps. This resulted in reducing the medical application processing from 3 weeks to 3 days. Learn more about the Excellerator program here
The innovative Mobile Integrated Healthcare program in Charles County, made up of a community health worker, a paramedic, and a registered nurse have reduced emergency room visits by 74% and in-patient hospital admissions by 80% by serving patients in-need out in the community. Learn more here – https://goo.gl/USGt4N (Left to Right) Mike Morello, Jenny Hunt, Pam Read the Rest…
