Lottery Joins State Agencies in Customer Experience Day

Maryland Lottery and Gaming supports statewide commitment to a culture of service

Maryland Lottery and Gaming is once again joining other state agencies as a proud participant in Customer Experience Day.

Maryland is the first state in the nation to participate in Customer Experience Day, a global celebration of the organizations and professionals focused on creating great experiences for their customers. We value Lottery players like you!

Led by the Customer Experience Professionals Association (CXPA), this annual event includes webinars, online panel discussions and informational sessions in cities around the world. More information is available at

Listening to our customers and providing clear, complete and accurate responses to your questions and concerns are top priorities for Maryland Lottery and Gaming staff. Whether we’re communicating with players or retailers, we know that every interaction is an opportunity to deliver a quality customer experience.

Gov. Larry Hogan has placed an emphasis on providing quality customer service for Marylanders. Three years ago, state agencies adopted the Maryland Customer Service Promise to Residents, an initiative Gov. Hogan launched to renew the state’s commitment to a culture of service. The program enhances customer service training for state employees and uses performance analytics to track improvements. For example, a link that appears in the signatures of state employees’ outgoing email messages invites the public to answer a two-question customer experience survey. The feedback is tabulated and, if needed, receives a response.

Customers with questions or concerns about Lottery games or Maryland’s six casinos can reach our staff in a variety of ways:


“We’re in the fun-and-games business, so ensuring that our customers have positive experiences is vital in everything we do,” said Maryland Lottery and Gaming Director Gordon Medenica. “On behalf of our more than 300 employees, we want our players, retailers, vendors and casinos to know how much we appreciate our partnership.”