State agencies uphold enduring commitment to a culture of service
Maryland Lottery and Gaming is proud to participate in Customer Experience Day on Thursday, October 7. This global celebration of organizations and professionals focuses on creating positive customer experiences.
Led by the Customer Experience Professionals Association (CXPA), this annual event includes webinars and online panel discussions. More information is available at cxday.org.
“Public service is the top priority for any state agency, but we’re in the entertainment business, so being customer-focused takes on an extra level of importance for us,” said Maryland Lottery and Gaming Director John Martin. “It’s vital for us to be responsive to the public and to make sure that great customer service is the foundation of everything we do.”
Ensuring quality customer service for Marylanders remains one of Gov. Larry Hogan’s highest priorities. Under Hogan’s leadership, state agencies adopted the Customer Service Promise, renewing the state’s commitment to a culture of service. The program has enhanced customer service training for state employees and keeps track of 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 staff.
Customers with questions or concerns about Lottery games or Maryland’s six casinos can reach MLGCA staff in a variety of ways:
- Call the main number at 410-230-8800.
- Email firstname.lastname@example.org, or through the Contact Us page on mdlottery.com.
- Send a message on Facebook.
- My Lottery Rewards members who need assistance with their accounts or updates on the delivery of items they ordered from the Points for Prizes store can call 1-800-201-0108, or use the help form on the Rewards website.
Marylanders who have gambling problems are eligible for free counseling through the Maryland Center of Excellence Problem Gambling. Call 1-800-426-2537 or visit mdproblemgambling.com or mdgamblinghelp.org.