Table of Contents

FY2021 Highlights
       Process Improvement Projects
Analysis of FY2021 and FY 2022 Strategic Plan 
       Detailed FY2021 Results and FY2022 Plans
       Results of  Customer Service Survey
       Status of Customer Service Training
Best Practices
       Overview of Customer Service Promise Implementation and Initiatives
       Making Agency Services Available Online
       Adjusting Hours to Meet Customer Demands
       Social Media Usage to Improve the Customer Experience
Covid-19 Response
        Pandemic-related Press Releases and Consumer Advisories
        Pandemic-related Media Appearances