Detailed FY 21 Results and FY 22 Plans


Our overall department scores on customer service satisfaction slipped below our typical standard of 90% in FY21.  The challenges of the COVID-19 pandemic caused rapid shifts in how several of our programs operated.  The changes resulted in lower overall scores.  Despite the challenges, our overall satisfaction score was above 70%.  Our score for friendliness and courtesy was also above 70%.  These numbers do not reflect our standard, and we continue to work to get back to our 90% standard. 

Our plan to update our website in FY21 was placed on hold as a result of the pandemic.  Plans have begun once again, in conjunction with the Department of Information Technology to revamp our website.    The redesigned website will make information more easily accessible electronically.  It is a high priority item for FY22.  Our intent is to continue listening to customers and internal recommendations to make agile, accessible, and consumer-friendly updates to the website in FY22.

The most important aspect of the customer experience with our department is efficient, accurate, and accessible information.  For most calls, our constituents are frustrated and confused by complicated service delivery systems.  We strive to provide answers and clear instructions, recognizing that when constituents call out of desperation, listening empathically cannot be replaced.

Our MDOD  and MDTAP newsletters continue to serve as a proactive method of communication with direct links to news and valuable topics. At the beginning of the pandemic, we published a weekly newsletter to include updated COVID response and recovery information. We added COVID-19 Resources page to our website.  We have also reinstituted the MDTAP blog “Where It’s AT”.  These methods help to ensure our constituents find the resources they need during this challenging time. 

Specific Feedback from Customer Service Surveys

Our staff continue to receive excellent reviews from our constituents.  Our training to provide individualized customer support has resulted in high marks for specific staff members in programs. 
We are very proud of how the Attendant Care Program was able to pivot quickly to continue much needed payments for participants with disabilities.  We stressed keeping constituents informed about changes and updated on new procedures:
  • "I personally hope that Ms. Morris remains in this position long after retirement age. Her timely responses, and mailings ensure that recipients are well taken care of in the state. Even during times of lockdown or out of office work, there were only minimal delays in getting questions answered or information via email attachments. I know of many other programs in the state including Ombudsman, legal aid, and and county services that simply came to an abrupt stop. The ACP office kept all of us informed about email address, check delays because COVID restriction and timeline for increased payments and what to expect. For me, Knowing is so much better than not knowing. Ms. Morris has allowed me the opportunity to keep working."
  • "During COVID19, the ability to email pictures of documents was helpful. No way to get to a copy store for copies of documents and to post office to mail documents"
The delays with our website continue to cause challenges for our constituents.  The website redesign is a high priority for FY22.  Many constituents had the same concerns:
  • "This website is not user friendly at all."
  • "Doesn't appear to be very updated."

Status of Customer Service Training


Customer service is on the agenda each month at our weekly all-staff meeting.  We provide the training to every staff member, not just the constituent services department.  New MDOD staff have an orientation session with the Director of Constituent Services to discuss the department’s customer service plan. Staff are taught that our constituents are can vary: individuals with disabilities, families, advocacy groups, service providers, community members, other state agencies or departments. Our staff are coached to thank all callers for contacting us and to encourage participation in the customer service survey.  We transfer calls to others when possible so that callers are connected directly, in addition to providing phone numbers. Most importantly, staff are encouraged to be understanding--constituents are frequently desperate by the time they call us.


Customer Inquiry Response Times and Overall Time-to-Resolution

Timeliness of Responding to Customer Inquiries

Customer inquiry calls are responded to within 24 hours. Due to the complex nature of the situations many of our callers request assistance with, it may take 2-3 days to reach resolution. We let callers know that it may take time for us to find the best resource to meet their complicated needs. We strive to provide each caller with a name and a phone number. Finding the best resource to refer them to in their community often requires research on our part.  Our Director of Constituent Services has built relationships throughout the state and with individual county offices.  Our social media sites are also monitored and messages have responses within 24 hours including weekends and holidays.  Our telephone lines are monitored hourly during emergencies like hurricanes, floods, and other disasters to provide any assistance to constituents with disabilities.  

Best Practices

We continued to answer and respond to customer inquiries in a timely manner. Our Director of Constituent Services regularly checks back with constituents to ensure they received a response from outside agency and partners. Our goal is to give each caller a name and a phone number of someone who can assist them with their request. MDOD does not provide direct services. Our constituents frequently call in a desperate frame of mind regarding “quality of life” concerns. We routinely receive requests for help navigating complex issues with outside service delivery systems.  It is not uncommon for us to stop a meeting to take a call. Constituents whom we have assisted in the past frequently keep our contact information and call back when they need further assistance even when it is not a “disability” issue.

Plans for Improvement

Our plans for improvement focus on making individuals feel better about their situation, even when our department cannot address the problem directly.  We often act as an intermediary and help to facilitate problem-solving for individuals who call us.  By taking time to listen to the whole situation, we can properly connect them with the appropriate resources. Our training schedule for FY 22 includes more active listening activities and a focus on handling more challenging situations.  Because we were meeting as a staff more regularly, we were able to add customer service topics more frequently.  More frequent reminders and trainings should help provide excellent customer service.