MSDE RFP76000009 CCS Customer Serv- Exhibit 5 Customer Service expectations.pdf
PDF 150 KB Posted
- Solicitation number
- BPM058514
- Issued by
- Baltimore County, Maryland
About this file
This document is an exhibit from a Request for Proposals issued by the Maryland State Department of Education (MSDE) outlining customer service expectations and standards for the Child Care Scholarship (CCS) program. The RFP seeks a qualified service provider to deliver comprehensive Child Care Scholarship Customer Service and Administration functions, including eligibility determinations, case management, provider payment administration, accounts processing, customer service operations, and audit and compliance functions. The contractor must provide all necessary staffing, operations, and supporting technology, including call center telephony systems, computers, and a case management solution to perform these functions effectively.
The exhibit establishes six primary customer service activities that the contractor must implement and maintain: improving the tracking, responsiveness, and time-to-resolution of all electronic, telephone, written, and in-person correspondence; ensuring continuous improvement of customer service skills through formal training and informal coaching; improving processing times for agency services; increasing the availability of online services for self-service access; updating online publications, forms, frequently asked questions, and relevant information on the website; and utilizing social media to communicate services, events, and news to educators and citizens. The Maryland State Department of Education emphasizes that every customer is important and that the contractor must develop purposeful and measurable customer service activities aligned with the department's mission to provide superior customer service and support educational programs from pre-kindergarten through high school.
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Text version
Exhibit 5 – Customer Service expectations
Customer Service Overview
The Maryland State Department of Education develops and implements standards and policy for educational programs from pre-kindergarten through high school and vocational rehabilitation services. We will be a system of world-class schools where students acquire the knowledge and skills necessary for success in college, career, and life.
We will ensure a rigorous and world-class educational experience for every Maryland student, in every neighborhood, that prepares each to be college and career-ready, through:
• strategic direction and leadership;
• policy making and resource allocation; and
• engagement and advocacy.
Every customer is important to the Maryland State Department of Education as we work to carry out our mission.
We are dedicated to providing superior customer service and have developed purposeful and measurable customer service activities. Customer service activities include:
1. Improve the tracking, responsiveness, and time-to-resolution of all electronic, telephone, written and in-person correspondence.
2. Ensure Maryland State Department of Education employees and representatives continue to improve customer service skills through formal training and informal coaching on effective practices in customer service.
3. Improve the processing times of agency services to help citizens accomplish their goals.
4. Increase the number of services the Department of Education provides online so that stakeholders can utilize self-service, as appropriate.
5. Update online publications, forms, FAQs, and pertinent information on our website so that our constituents can find relevant information quickly and accurately.
6. Use social media to help get the word out about services, events, and news to provide educators and citizens with information important to them.
Customer Service Overview
File details come from the government source that posted it. Updated .