The second stage included opening the training up to all employees of the agency – both permanent and contractual. Overall, there were a total of 60 trainings held throughout the state from June 2015 to December 2016. The next series of customer service training will start in September 2017. The Customer Service Training will continue to evolve to best meet the needs of our internal customers. The agency has utilized this as an effective tool for onboarding new employees. In addition, Secretary Kelly M. Schulz taped a video welcome message that is shown at all of the trainings. In the video, the secretary informs employees about the critical importance of displaying exemplary customer service at all times and sets the stage for what we anticipate will be a positive professional experience for all employees at the Department of Labor. Customer Inquiry Response and Overall Time-to-Resolution Timeliness of Responding to Customer Inquiries With the large volume of inquiries coming into the agency through various channels, the Maryland Department of Labor’s goal is to continually strive to make timeliness a priority. Traditionally, the mail, fax and telephone have been the primary mode of contact, but in recent years, the agency has seen increased communication received from customers through email and social media. It is necessary to ensure that the staff is aware of the various modes that customers use to communicate and enact a plan to systematically and effectively check all channels to respond in a timely manner. Best Practices Best practices for timeliness included the implementation of a new position to directly address the needs of constituents-- Director of Constituent Services. This person is responsible for tracking, monitoring and responding to constituent correspondence received via mail, the governor’s correspondence system Intranet Quorum (IQ), email
The second stage included opening the training up to all employees of the agency – both permanent and contractual. Overall, there were a total of 60 trainings held throughout the state from June 2015 to December 2016. The next series of customer service training will start in September 2017. The Customer Service Training will continue to evolve to best meet the needs of our internal customers. The agency has utilized this as an effective tool for onboarding new employees. In addition, Secretary Kelly M. Schulz taped a video welcome message that is shown at all of the trainings. In the video, the secretary informs employees about the critical importance of displaying exemplary customer service at all times and sets the stage for what we anticipate will be a positive professional experience for all employees at the Department of Labor. Customer Inquiry Response and Overall Time-to-Resolution Timeliness of Responding to Customer Inquiries With the large volume of inquiries coming into the agency through various channels, the Maryland Department of Labor’s goal is to continually strive to make timeliness a priority. Traditionally, the mail, fax and telephone have been the primary mode of contact, but in recent years, the agency has seen increased communication received from customers through email and social media. It is necessary to ensure that the staff is aware of the various modes that customers use to communicate and enact a plan to systematically and effectively check all channels to respond in a timely manner. Best Practices Best practices for timeliness included the implementation of a new position to directly address the needs of constituents-- Director of Constituent Services. This person is responsible for tracking, monitoring and responding to constituent correspondence received via mail, the governor’s correspondence system Intranet Quorum (IQ), email
csannrep2017.docx