Table of Contents

    Secretary Spotlight

    Employee Service Recognition

    Customer Service Survey Results

    Customer Voice

    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

    Call Center Data

        MD GoVAX Call Center

    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