MIEMSS CS Report 2022

Table of Contents
2017 - 2022 Highlights 
Recognition Given to Employees 
Leadership Analysis of FY22 and Summary of FY23 Approach 
Detailed FY22 Results and FY23 Plans 
Customer Service Survey Results 
Status of Customer Service Training 
Customer Inquiry Response Times and Overall Time-to-Resolution 
Timeliness of Responding to Customer Inquiries 
Best Practices 
Plans for Improvement 
Improving the Customer Experience from Multiple Perspectives 
Making Agency Services Available Online 
Processing Times for Customer Transactions 
Adjusting Hours to Meet Customer Demands 
Social Media Usage to Improve the Customer Experience 

2017 - 2022 Highlights

Over the 2017 – 2022 period, MIEMSS customer service highlights included:
  • Improving the tracking, responsiveness, and resolution of all electronic, telephone, written, and in-person correspondence in order to acknowledge and respond to all email inquiries within 24 hours of receipt.
  • Ensuring MIEMSS employees continue to improve customer service skills through coaching from managers on best practices in customer service.
  • Improving the processing times of all agency services to help citizens, EMS jurisdictions, and individual emergency services clinicians accomplish their transactions with the agency.
  • Increasing the number of services that MIEMSS provides online so that citizens and emergency services providers can utilize self-service, whenever appropriate. 
  • Updating online publications, forms, and pertinent information on our website so that citizens and emergency services clinicians can find relevant information quickly and accurately.
  • Increasing the number of online forms that may be filled in online and submitted.
  • Increasing use of social media to assist in getting the word out about updated services, events, and news in order to provide citizens and emergency services clinicians with important information.
  • Continuing use of the Customer Experience Survey on our website for citizens, emergency services clinicians, and businesses to provide feedback. Responses are used to make improvements to our customer services.

Recognition Given to Employees

In FY 20 and FY 21, the COVID-19 pandemic had precluded MIEMSS from holding its traditional Employee Appreciation events in person.  Those events typically coincided with the nationwide events held to salute EMS personnel during National EMS Week during which the sacrifice and education of EMS clinicians are recognized throughout the United States. 

In FY 22, during National EMS Week May 15 – 21, MIEMSS was able to return to its tradition of an agency-wide recognition of employee contributions.  On Tuesday, May 17, 2022, MIEMSS held an agency-wide Employee Appreciation Staff meeting and Luncheon. MIEMSS staff were able to attend either in person or virtually, but most attended in-person.  Directors from each of the agency’s departments updated agency colleagues on each department’s recent successes and accomplishments, current projects, and plans for the future. New employees were welcomed and introduced to their new colleagues. A total of 54 agency personnel were celebrated for their length of service to MIEMSS and Maryland State Government. The longest length of service at the agency is an individual who had been with the state government for just under 40 years.
most attended in-person.  Directors from each of the agency’s departments updated agency colleagues on each department’s recent successes and accomplishments, current projects, and plans for the future.  New employees were welcomed and introduced to their new colleagues.  A total of 54 agency personnel were celebrated for their length of service to MIEMSS and Maryland State Government.  The longest length of service at the agency is an individual who had been with the state government for just under 40 years.

Leadership Analysis of FY22 and Summary of FY23 Approach

  • MIEMSS continues to stress the importance of providing excellent customer service, as we serve the individuals and entities that are critical to effective operations of the entire statewide EMS system. These include:
    • EMS Clinicians that respond to 9-1-1 calls and provide life-saving care to critically ill and injured patients – MIEMSS licenses and certifies these individuals and promulgates the protocols that they use to provide care and treatment.  
    • EMS Educational Programs that provide all levels of education and instruction for EMS personnel
    • Jurisdictional EMS Operational Programs that provide the framework and resources for EMS care in Maryland
    • Communications personnel and infrastructure by which all the components of the system interconnect to provide services statewide
    • Hospitals and health systems that provide care in their emergency departments to EMS-transported patients and specialty care to the most critical patients 
    MIEMSS department heads strive to ensure that customer service remains at the forefront by reinforcing to agency personnel the importance of a high customer service ethic and by promptly responding to the needs of our customers.

MIEMSS department heads strive to ensure that customer service remains at the forefront by reinforcing to agency personnel the importance of a high customer service ethic and by promptly responding to the needs of our customers.
agency personnel the importance of a high customer service ethic and by promptly responding to the needs of our customers.

Detailed FY22 Results and FY23 Plans

During FY 23, MIEMSS departments will continue to focus on customer service. As the state’s response to the COVID-19 pandemic shifts to a long-term preparedness plan, MIEMSS will continue to respond and modify its strategies to ensure that the agency retains its high level of engagement and responsiveness with internal and external customers.

Through the Customer Service Survey, the majority of our customers continue to rate the Overall Satisfaction level of our customer service as “Very Satisfied.” MIEMSS employees continually strive to provide friendly service in a courteous manner, which is reflected in the responses of “Very Satisfied” for Friendly and Courteous service. 

We have focused on those few responses that were not satisfied and made contact with those individuals. The customers are tracked through a process to be sure that they get the information they need. The negative comments received pertained to access to certain products such as licensing updates and continuing education data. We continue to expand online services, which has been particularly helpful for licensing and certification functions, as well as continuing education for EMS Clinicians.   

Customer Service Survey Results

During FY 23, MIEMSS departments will continue to focus on customer service. As the COVID-19 pandemic ebbs and flows, MIEMSS will continue to respond and modify its strategies to ensure that the agency retains its high level of engagement and responsiveness with internal and external customers.

Status of Customer Service Training

this is MIEMSS Office of Clinician Services (OCS), which interfaces on a daily basis with EMS Clinicians, EMS Jurisdictions, and EMS Educational Program, and is a primary focus for ensuring effective customer service.  OCS personnel respond to literally thousands of communications each year and must be well-prepared and ready to provide assistance, as needed. During FY22, new employees in the OCS were trained and cross-trained in all aspects of EMS licensure and certification so they could be highly prepared to respond to the myriad of questions that are received daily via telephone, emails, and in person from EMS Clinicians. 
 
Throughout the agency, MIEMSS Department Directors prioritize customer service, and are deemed to be responsible for ensuring our customers receive the best service and response possible. PEP evaluations underscore the importance of customer service.
in all aspects of EMS licensure and certification so they could be highly prepared to respond to the myriad of questions that are received daily via telephone, emails, and in person from EMS Clinicians.  
Throughout the agency, MIEMSS Department Directors prioritize customer service, and are deemed to be responsible for ensuring our customers receive the best service and response possible. PEP evaluations underscore the importance of customer service.

Customer Inquiry Response Times and Overall Time-to-Resolution

MIEMSS tracks performance related to customer service, for both external and internal customers.

Timeliness of Responding to Customer Inquiries

MIEMSS Office of Clinician Services interfaces thousands of times each year with our customers.  MIEMSS developed Key Performance Indicators (KPI) that track how well OCS responds to these customers and performs specific to standards: 
  • KPI #1 – Personnel should respond to customer inquiries or concerns within two business days of receipt
  • KPI #2 – Tracks  whether the inquiry or concern was appropriately routed to the specific agency individual who could address the customer’s inquiry or concern
  • KPI #3 – Personnel should process inquiries or  concerns in accordance with established regulations and OCS policies
MIEMSS’ Department of Information Technology (IT) has instituted a similar system for tracking responses provided to internal customers and agency personnel who rely on IT for all computer-related needs.    

provided to internal customers and agency personnel who rely on IT for all computer-related needs.    

Best Practices

MIEMSS tracks staff response to customer inquiries or concerns.  For example, MIEMSS Office of Clinician Services tracks performance on Key Performance Indicators on a weekly basis.  Performance metrics are reviewed with staff on a monthly basis, and areas are identified that require additional staff training to ensure a high level of customer response.  Below is an example of performance over a seven-month period.



Plans for Improvement

MIEMSS is considering expanding the use of the tracking system to other areas where close monitoring of agency performance specific to customer inquiries or concerns may lead to enhanced agency performance.  In the meantime, the Department Directors continue to emphasize the need for timely and effective responses to ensure a high level of customer service.

MIEMSSS continues to add programs and services to our online capabilities to meet the needs of our customers. These enhancements will make it possible to complete processes and provide needed information with faster turnaround times.

Improving the Customer Experience from Multiple Perspectives
  • Making Agency Services Available Online
MIEMSS continues to enhance its online electronic Licensure System so that EMS Clinicians can electronically access, view and modify their information specific to licensing and certification and continuing education. MIEMSS has provided access to EMS Operational Programs so they can monitor these elements for the volunteers and career personnel who work in their respective program.
  
MIEMSS has also expanded vital programs using its online platform.  In FY22, MIEMSS instituted an EMS Education Stipend program that provides a stipend to students in EMT educational programs to help them defray the costs associated with the educational processes needed to become a certified EMT in Maryland. The EMT Education Stipend program application is available online, and nearly 500 students have applied for the FY22 stipend.

MIEMSS instituted a new initiative to help EMS Clinicians and hospitals to view, in real-time, the number of ambulances waiting to off-load patients at Maryland’s hospitals.  The initiative, called “@HA” (a short-hand way of describing “ambulances at hospitals”), has been highly successful, and provides EMS with information that can be used to determine hospital destinations for ambulance-transported patients.
MIEMSS Protocols for EMS Clinicians are available online and accessible by any EMS clinician, or interested citizen, through the MIEMSS website.

The MIEMSS Online Training Center offers education and training updates for all levels of EMS clinicians that help them meet the annual protocol update and education requirements needed to maintain licensure / certification.  Also available through the Online Training Center are specialized educational courses for, e.g., treating pediatric patients and base station education. Once educational courses are completed, the education records of the EMS clinician are automatically updated which has greatly simplified the process by which EMS clinicians receive credit for course completion.


Processing Times for Customer Transactions

Clinician Services tracks performance on Key Performance Indicators on a weekly basis.  Performance metrics are reviewed with staff on a monthly basis, and areas are identified that require additional staff training to ensure a high level of customer response.

Adjusting Hours to Meet Customer Demands

MIEMSS Statewide Communications Center is a 24/7 operation that operates out of the Communications Center located within our agency. Our main customers are EMS personnel who work diverse shifts and need to contact the agency at varying hours.

MIEMSS Office of Clinician Services is staffed in-person during normal business hours and, since the COVID-19 pandemic, is open for visitors by appointment. 

Social Media Usage to Improve the Customer Experience

Use of social media is an increasingly important tool in ensuring effective customer service. Social media messaging reached thousands of EMS clinicians and members of the public throughout the year. 

As of June 30, 2022, more than 13,100 users were following MIEMSS’ Facebook page and 1,800 users were following its Twitter feed. Posts on Facebook during this period had a total reach of over 615,000, meaning MIEMSS’ activity was seen at least that many times by users through news feeds, subscriptions, likes by other people, or shares. Since its late-2019 launch, MIEMSS’ Instagram account has amassed more than 750 followers. 
Across platforms, MIEMSS has posted social media messages on various topics of interest to EMS clinicians, including important messages specifically for Maryland clinicians as well as illness and injury prevention messages intended for the public. Information about COVID-19 pandemic updates, as well as safety reminders and tips were shared on social media throughout the year.