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
        Making Agency Services Available Online
        Processing Times for Customer Transactions
        Adjusting Hours to Meet Customer Demands
        Social Media Usage to Improve the Customer Experience