I was excited to join Governor Hogan and my fellow cabinet secretaries last week for the unveiling of a new customer service initiative, which promises responsive, courteous and accountable service across all state agencies. This initiative will place a renewed focus on customer service by improving training for all state team members, but more importantly, it will institute new service performance metrics so we can track our progress. Every state agency will also develop and maintain a plan to continually improve customer service delivery and ensure we are responding to citizens in a timely and courteous manner.

I am very proud that one of our own Commerce team members, Managing Director of Administration and Technology Greg Derwart, will be part of a three-member panel tasked with reviewing the agency’s plans and making recommendations for improvement. Greg has been a big part of customer service efforts both at Commerce and within our Commerce Cabinet work group, and I’m thrilled that he will be working to ensure this initiative is a success.

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