Detailed FY22 Results and FY23 Plans

Voice of the Customer – Survey Results
Over 98% of individuals who filled out the Customer Service Survey Cards in FY22 reported a positive experience. While we are always striving to increase overall satisfaction, we pay particular attention to the feedback comments. All positive comments are logged and used for employee recognition initiatives as discussed earlier in this report.
When a customer leaves contact information and is either Not Satisfied with their service or leaves a comment that suggests follow up would be beneficial, a member of our customer service team contacts them immediately. If negative comments are received but there is no contact information, they are still reviewed by program managers. Reviewing these comments can lead to substantive changes in procedures and services provided, many of which have already been made or are being developed.
We will continue to utilize these comments to improve our services and procedures, and share the feedback—whether positive, constructive, or negative—with more members of our team.

Front of Customer Service Survey Card:

Back of Customer Service Survey Card:

The following table summarizes the customer service responses our Department received in FY22:

Status of Customer Service Training
All SDAT employees were required to take the State of Maryland Customer Service online training in the hub, which includes signing a customer service promise.  In FY22, SDAT utilized LinkedIn Learning licenses and created a new learning curriculum for Customer Service to include 30 items of learning and 15 hours of content.  We also created a database/access training curricula as a part of our leadership development program with 12 courses to assist in learning and using Microsoft Access. 
Employees were also invited to join the Customer Service Contact Center’s (CSCC) new hire onboarding Customer Service hybrid training.  The training is designed to enable participants to understand and demonstrate the importance of proper telephone technique. Topics include using soft skills for effective telephone conversations, using proper etiquette for different customer service situations, and using appropriate actions to maintain effective control of calls.
Our CSSC also used a design “thinking problem solving approach” to create and train employees to use our new customer service call flow guide. This call guide was put in place of scripts and is used as a conversational road map to help agents handle calls to ensure delivery on the customer service promise from beginning to the end.  Each part of the call is outlined, using bullet points, to identify key points to make and demonstrate in each portion of the call. 

Please see an example of the call flow below: