Maryland Emergency Management Agency
Customer Service Overview
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.
Emergency Management Agency’s customers
span a broad range,
other state agencies
to community stakeholders,
businesses, and everyday citizens. Employing a
its customers to increase awareness
and coordinate efforts
during, and after
employee is responsible
exceptional customer service, both internally
timely, and knowledgeable responses
inquiries and interactions.
Emergency Management Agency’s Customer
our approach. Customer service
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.
these core customer service-related
analyze our business
them to customer
ensure literature is
on achieving customer service
to recognize top
courtesy, responsiveness in resolving a
and innovations that improve customer service.
analyze the results in order to continuously improve customer service.
are committed to providing Maryland citizens,
and other customers
with the best customer service.
our three question