State VA dept. of­fi­cials to be­gin cus­tomer ser­vice train­ing Dec. 5

New phase of statewide Cus­tomer Ser­vice Ini­tia­tive calls for im­proved ser­vices, con­stituent re­la­tions

The Enquire-Gazette - - Front Page - By JOHNATHON CLINKSCALES jclinkscales@somd­

Gov. Larry Ho­gan’s (R) ad­min­is­tra­tion launched the Cus­tomer Ser­vice Ini­tia­tive in June — a statewide pro­gram de­signed to foster im­prove­ments in state ser­vices while pro­vid­ing a re­newed fo­cus on em­ployee cus­tomer ser­vice.

The ini­tia­tive fo­cuses on three core de­liv­er­ables which in­clude a re­newed fo­cus on a strong ser­vice cul­ture in state agen­cies, im­proved cus­tomer ser­vice train­ing for Mary­land’s 50,000 em­ploy­ees and the es­tab­lish­ment of new ser­vice per­for­mance met­rics which will al­low the ad­min­is­tra­tion — and all Mary­lan­ders — to track im­prove­ments in cus­tomer ser­vice over time, ac­cord­ing to a press re­lease from Ho­gan’s of­fice.

As part of her mis­sion to de­velop in­no­va­tive ways to seek out and in­form vet­er­ans about ben­e­fits and ser­vices that are avail­able from fed­eral, state and lo­cal or­ga­ni­za­tions, Mary­land Department of Vet­er­ans Af­fairs Out­reach and Ad­vo­cacy Pro­gram Direc­tor Dana Hen­drick­son is one of many state em­ploy­ees who have started im­ple­ment­ing new cus­tomer ser­vice plans that align with Ho­gan’s ini­tia­tive.

Hen­drick­son, who serves as the department’s pub­lic in­for­ma­tion of­fi­cer and cus­tomer ser­vice li­ai­son, said she — along with ceme­tery and memo­rial pro­gram direc­tor Christo­pher Piscitelli — will travel to all state- run vet­er­ans ceme­ter­ies over the next few weeks to pro­vide train­ing.

“Re­cently, we had a sit­u­a­tion at one of our ceme­ter­ies [in] Chel­tenham,” Hen­drick­son said in a phone interview last Wed­nes­day. “A vet­eran, who was in crisis, was

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