Maryland Emergency Management Agency
Customer Service Overview​

2022​ Customer Service Annual Report​


The mission of the Maryland Emergency Management Agency (MEMA) is to proactively reduce disaster risks and reliably manage consequences through collaborative work with Maryland’s communities and partners.

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:

  1. 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.

  2. 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.

  3. Improve the processing times of agency services to help citizens and businesses accomplish their transactions with the state.

  4. Increase the number of services the state provides online so that citizens and businesses can utilize self-service, as appropriate.

  5. Update online publications, forms, FAQs, and pertinent information on our website so that citizens and businesses can find relevant information quickly and accurately.

  6. Use social media to help get the word out about services, events, and news to provide citizens and businesses with information important to them.

  7. 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 customers 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.​​​