Customer Service Promise

Maryland’s 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.