State VA dept. officials to begin customer service training Dec. 5
New phase of statewide Customer Service Initiative calls for improved services, constituent relations
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