Maryland Department of Health – Audrey Clark and Christine Farrelly

When a constituent provides feedback through the Governor’s Customer Service Survey, that feedback is provided to the appropriate agency for follow up. In this case, a constituent who is a physician’s assistant by occupation used the survey to offer suggestions for how the Maryland Department of Health could improve the processing of applications.

Audrey Clark from the Office of Controlled Substances Administration and Christine Farrelly from the Maryland Board of Physicians took the constituent’s advice and implemented measures to immediately improve the processing of applications. They also set in motion plans to share information in real-time. The result will reduce the administrative burden for the applicant and the agency, and will increase information reliability. For this effort, Ms. Clark and Ms. Farrelly were recognized with a Governor’s Customer Service Heroes Award on June 21, 2017.