Hogan announced the plan Thursday. It has three main components.
First, the Republican governor wants to focus on creating a strong service culture in state agencies. Hogan also says the initiative will improve customer service training for state employees. The plan will create new service performance metrics to track improvement over time.
The initiative requires every state agency to develop and maintain a plan to keep improving. That will include minimum response times for phone, written and in-person questions. State agencies also will be required to review agency business hours to better align them with customer demand.
Hogan says he often heard residents point out government service concerns when he campaigned in 2014.