For immediate release:
October 3, 2018
Jason Davidson

SDAT Releases Second Annual Customer Service Report

Launches Nationally Award-Winning Maryland Business Express for Entrepreneurs and Business Owners, Recognizes Outstanding Employees

In the past year, the Maryland Department of Assessments and Taxation (SDAT) has worked diligently to enhance the services we provide to our customers and introduce new ways we recognize our hard working employees, while delivering upon Governor Larry Hogan’s Customer Service Promise. Our Department’s most significant accomplishment of the year was the launch of Maryland Business Express, which has a 96% satisfaction rating among customers and was highlighted in the Hogan Administration’s 2018 Customer Service Annual Report.

“I would like to thank the many departments, agencies, and employees that contributed to the creation of Maryland Business Express, which is an outstanding resource for Maryland’s business community,” said SDAT Director Michael Higgs. “In the year to come, we look forward to launching additional online services to increase the quality and accessibility of the services our Department provides, while enhancing the customer experience.”

The launch of the nationally award-winning Maryland Business Express site has made it easier than ever for Maryland’s aspiring entrepreneurs and existing business owners to plan, start, manage, and grow their business. We even introduced a digital assistant called “Chatbot,” which is the first to be used by any state government for business purposes and allows customers to interact with state government 24 hours a day, 7 days a week. This online resource has broken down government silos to provide tremendous service to customers while ensuring that Maryland is Open for Business.

SDAT continued to focus on upgrading technology and streamlining procedures to make more services available online via Maryland Business Express. Today, more than 69% of all documents are filed online, with 50% of filings occurring outside of normal business hours and 20% of filings occurring on a mobile device. Maryland Business Express has given busy business owners a fast and easily accessible alternative to filing documents by mail or in-person. Not only are we increasing our digital engagement with customers, but we are also are using mail and email campaigns, social media, and community events to connect with more property owners and business owners than ever before.

In addition, SDAT has received numerous calls, emails, and feedback cards from customers wanting to recognize employees that have gone above and beyond their call of duty. Throughout the last year, customers from across the state completed approximately 809 customer service cards and an average of 94 employees received shout-outs each month, which is a 56% increase from last year. As an expression of our gratitude, our Department awarded Governor’s Citations to six of our outstanding team members across the state in conjunction with the Hogan administration’s regional cabinet meetings.

SDAT looks forward to working with our customers to build on this momentum and find new, innovative ways to make it even easier to interact with our Department and do business in Maryland!


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