Maryland Emergency Management Agency
Customer Service Overview
The mission of the Maryland Emergency Management Agency
(MEMA)
is to ensure that Maryland families, communities, and
businesses have access
to
the resources they need to prepare
for, mitigate against, respond to, and recover
from the consequences and impacts of emergency and disaster
events.
The
Maryland Emergency Management Agency’s customers span a broad range, from other
state agencies and federal
and
local emergency management partners, to community stakeholders, private businesses, and everyday citizens. Employing a whole-community focused approach, MEMA
actively engages with its customers to increase awareness and
coordinate efforts and resources before, during, and after emergencies. Every agency employee is
responsible for delivering exceptional
customer service, both internally and externally, by providing customers with respectful,
timely, and knowledgeable responses to inquiries and interactions.
The Maryland Emergency Management Agency’s Customer Service Promise describes our approach. Customer
service activities include:
- Improve the tracking, responsiveness, and time-to- resolution
of all electronic, telephone, written,
and in- person correspondence. For example, we will
acknowledge all email inquiries within 24 hours of receipt.
- Ensure
state employees and
managers continue to
improve customer service skills through formal training
classes and informal coaching on
best practices in customer service.
Customer service training will
be
provided to employees
on
an ongoing
basis.
- Improve the processing
times of agency services to help citizens
and businesses accomplish their
transactions with the state.
- Increase the number of services the state provides online so that citizens and businesses can utilize self-service, as appropriate.
- Update
online publications,
forms, FAQs, and pertinent information on our website so
that
citizens and businesses can
find relevant information quickly and accurately.
- Use
social media to
help get the word out
about services, events, and
news to
provide citizens and
businesses with information important
to them.
- A three question
Customer Experience Survey is available on
our
website for citizens and
businesses to
provide feedback. Results
are
used to make improvements to services.
In addition to these core customer
service-related activities, we will also analyze our
business hours
in order to better align them to customer
needs, ensure literature is
up-to-date, and conduct staff meetings to discuss progress
on
achieving customer service goals. We will also continue to recognize
top
performers in our
agency for
professionalism and courtesy, responsiveness in
resolving a customer’s needs, and innovations that improve customer service.
We will monitor
the execution of the aforementioned activities, measure performance, and analyze the
results in order to continuously improve customer
service.
We are committed to providing Maryland citizens, businesses, and other
customers with the best
customer service.
For more
information, please visit our website.
Click
here for our
three question customer experience survey.