Maryland Lottery and Gaming Celebrates Customer Experience Day

Agency supports ongoing commitment to a culture of service

Maryland Lottery and Gaming is proud to participate with other state agencies in Customer Experience Day on Oct. 6, a global celebration of organizations and professionals focused on creating positive experiences for their customers.

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

“We’re an extremely customer-driven organization – that’s something we never lose sight of, but it’s been a vital point of emphasis during these last several months because of COVID-19,” said Maryland Lottery and Gaming Director Gordon Medenica.

When the pandemic began, the Lottery developed a “Play Safe” messaging campaign that provided information on how to reduce the frequency of visits to retailers by purchasing advance-play tickets or mail-in subscriptions. The Lottery Sales staff also worked with retailers to encourage social distancing and ensure the frequent cleaning of self-service Lottery vending machines. The Lottery’s Claims Center was closed from March 30 to June 24 and reopened by appointment only, allowing Lottery winners to safely claim prizes without waiting in line. In addition, the Lottery extended the claiming deadlines for tickets that reach their expiration dates while Maryland’s COVID-19 state of emergency is in effect.

While Maryland’s casinos were closed from March 16 to June 19, the Agency’s Gaming Division staff worked closely with casino operators to develop detailed plans for safely reopening. Plans emphasized cleaning procedures, temperature screenings at the door, and masks for casino employees and customers.

“We know it’s been a challenging time for everyone, so it’s very important to us that we help our customers to enjoy Lottery games and the casinos safely and responsibly,” Medenica said.

Maryland Lottery and Gaming communicates with countless customers every day and strives to answer all questions completely and accurately. Whether speaking with players, retailers, vendors or casino operators, every interaction represents a new opportunity to deliver an exemplary customer experience.

Ensuring quality customer service for Marylanders has been one of Gov. Larry Hogan’s highest priorities. Four 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 enhanced customer service training for state employees and tracks improvements by using performance analytics. 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 regularly and, if needed, receives a response from Agency staff.

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

Marylanders who have gambling problems are eligible for free counseling through the Maryland Center of Excellence Problem Gambling. Call 1-800-GAMBLER or visit or