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Our Customer Service Promise

Governor Larry Hogan - Changing Maryland for the Better  
FY 2022 Annual Report Click Here to Download the Statewide Customer Service Annual Report for Fiscal Year 2022

Our Customer Service Promise serves as the basis of all interactions between state employees and customers.

The State of Maryland pledges to provide constituents, businesses, customers, and stakeholders with services in the following manner:

  • Friendly and Courteous: We will be helpful and supportive and have a positive attitude and passion for what we do.
  • Timely and Responsive: We will be proactive, take initiative, and anticipate your needs.
  • Accurate and Consistent: We will always aim for 100% accuracy, and be consistent in how we interpret and implement state policies and procedures.
  • Accessible and Convenient: We will continue to simplify and improve access to information and resources.
  • Truthful and Transparent: We will advance a culture of honesty, clarity and trust.​

Tell us about your experience.
Click here to complete a three question
customer experience survey.

Want to see how Maryland citizens are rating state government customer service performance?
Want to be inspired by customer service heroes?

Click here to see the Governor's Customer Service Initiative 2022 Annual Report​
Click here to see the Governor's Customer Service Initiative 2021 Annual Report​
Click here to see the Governor's Customer Service Initiative 2020 Annual Report​
Click here to see the Governor's Customer Service Initiative 2019 Annual Report
Click here to see the Governor's Customer Service Initiative 2018 Annual Report
Click here to see the Governor's Customer Service Initiative 2017 Annual Report​​​