Requires state agencies to measure, collect, report, and utilize metrics relating to the experience of residents interacting with agencies to improve provision of services to the people of the state, and to provide a biannual report to the governor and legislature.
NEW YORK STATE ASSEMBLY MEMORANDUM IN SUPPORT OF LEGISLATION submitted in accordance with Assembly Rule III, Sec 1(f)
BILL NUMBER: A7324B
SPONSOR: McDonald TITLE OF BILL:
An act to amend the executive law, in relation to enacting the New York
State Resident Experience Act of 2024
PURPOSE OR GENERAL IDEA OF BILL:
To require state agencies that provide or fund resident-facing services
to collect data from the people they serve to assess and enhance
programmatic efficiency and improve resident experience.
SUMMARY OF PROVISIONS:
Section 1: Establishes the short title: "New York State Resident Experi-
ence Act of 2024"
Section 2: Provides the legislative intent of the bill
Section 3: Provides definitions for "covered agency" and "voluntary
resident experience feedback." The governor shall designate and maintain
a list of covered agencies. Within one year, each covered agency must
solicit the collection of voluntary resident experience feedback with
respect to any service offered by or transactions with the covered agen-
cy. This section provides what type of,information agencies should be
collecting. This section also states that each covered agency shall
report to the governor and legislature, on a biannual basis from the
initial collection of voluntary resident experience feedback, on the
outcome of the covered agency's efforts over the previous two years.
Section 4: Sets effective date.
JUSTIFICATION:
In the private sector, prioritizing customer satisfaction is a critical
component to business success. Government entities across the world are
recognizing that resident experience is just as valuable in the adminis-
tration of public programs and building trust in government. Thanks to
the surge in digital platforms to access government programs and assist-
ance, data from residents can be collected and assessed efficiently and
can be used to enhance programmatic efficiencies and improve employee
experience.
At the Federal level, President Eiden signed Executive Order 14058
(Executive Order on Transforming Federal Customer Experience and Service
Delivery to Rebuild Trust in Government) on December 13, 2021 which
required actions "modernizing programs, reducing administrative burdens,
and piloting new online tools and technologies that can provide a
simple, seamless, and secure customer experience." State governments
across the country have begun to follow suit in collecting feedback from
their constituents, including state agencies in Maryland, Virginia, and
California.
New York is no different. With millions of residents interacting with
the government on a daily basis, it is imperative that state government
understand the resident experience to provide quality service and
improve confidence in government. Furthermore, resident experience data
can help agencies better fulfill their missions and improve the experi-
ence within the state workforce. By requiring agencies to collect anony-
mous feedback from New Yorkers using their programs and services, this
bill would put the experience of New Yorkers first, improving program
efficiency and service delivery and increasing public trust.
Furthermore, embracing the principles of resident experience will create
an inclusive and equitable experience for New Yorkers that is tailored
to the individual needs and preferences of each resident. Diversity,
equity, inclusion, and accessibility are essential components of a
successful resident experience. By implementing these initiatives within
New York State government, agencies will be better equipped to create an
environment of trust, respect, and collaboration, and will help ensure
that all residents receive the best possible experience from the govern-
ment.
PRIOR LEGISLATIVE HISTORY:
New bill.
FISCAL IMPLICATIONS FOR STATE AND LOCAL GOVERNMENTS:
This bill will ultimately yield cost savings to the state through the
avoidance of administrative expenses as the collection of customer expe-
rience feedback is used to inform programmatic changes.
EFFECTIVE DATE:
Immediately.
STATE OF NEW YORK
________________________________________________________________________
7324--B
2023-2024 Regular Sessions
IN ASSEMBLY
May 17, 2023
___________
Introduced by M. of A. McDONALD -- read once and referred to the Commit-
tee on Governmental Operations -- committee discharged, bill amended,
ordered reprinted as amended and recommitted to said committee --
recommitted to the Committee on Governmental Operations in accordance
with Assembly Rule 3, sec. 2 -- committee discharged, bill amended,
ordered reprinted as amended and recommitted to said committee
AN ACT to amend the executive law, in relation to enacting the New York
State Resident Experience Act of 2024
The People of the State of New York, represented in Senate and Assem-bly, do enact as follows:
1 Section 1. Short title. This act shall be known and may be cited as
2 the "New York State Resident Experience Act of 2024".
3 § 2. Legislative intent. The legislature finds that the New York state
4 government serves the people of the state of New York and should seek to
5 continually improve the provision of services based on resident feed-
6 back. While many state agencies, offices, and programs provide excel-
7 lent service to New Yorkers, there are many areas ripe for improvement,
8 particularly within agencies that provide extensive resident-facing
9 services. Providing quality services to residents improves the confi-
10 dence of New Yorkers in their government and helps agencies achieve
11 greater impact and fulfill their missions. Improving services to resi-
12 dents requires agencies to leverage technology, collect and share stand-
13 ardized data, and develop customer-centered mindsets and service strate-
14 gies. It is the legislature's belief that all agencies should strive to
15 provide high-quality, courteous, effective, and efficient services to
16 New Yorkers and seek to measure, collect, report, and utilize metrics
17 relating to the experience of residents interacting with agencies to
18 continually improve provision of services to the people of the state of
19 New York.
20 § 3. The executive law is amended by adding a new section 170-h to
21 read as follows:
EXPLANATION--Matter in italics (underscored) is new; matter in brackets
[] is old law to be omitted.
LBD11206-04-4
A. 7324--B 2
1 § 170-h. Collection of voluntary resident experience feedback. 1. For
2 purposes of this section, the following terms shall have the following
3 meanings:
4 (a) "Covered agency" means an agency under the executive branch of
5 state government that provides or funds resident-facing services that
6 have a high impact on the public due to a large resident base and/or
7 involve services that have a critical effect on those served.
8 (b) "Voluntary resident experience feedback" means a response to a
9 collection of information conducted by a covered agency in accordance
10 with this section.
11 2. (a) Within ninety days of the effective date of this section, the
12 governor shall designate the covered agencies required to collect volun-
13 tary resident experience data. The governor shall maintain a list of
14 designated covered agencies and may update this list at any time.
15 (b) Within one year of such designation by the governor, each covered
16 agency shall solicit the collection of voluntary resident experience
17 feedback with respect to any service offered by or transactions with the
18 covered agency.
19 (c) The covered agency shall develop a set of standardized questions
20 that address:
21 (i) overall satisfaction of residents with the specific interaction or
22 service received;
23 (ii) the extent to which residents were able to accomplish their
24 intended task or purpose;
25 (iii) whether the resident was treated with respect and professional-
26 ism;
27 (iv) whether the resident believes they were served in a timely
28 manner; and
29 (v) any additional metrics as determined by the covered agency.
30 (d) To the extent practicable, the voluntary resident experience feed-
31 back shall be collected across all platforms or channels through which
32 the covered agency interacts with residents or other entities to deliver
33 information or services, and the voluntary resident experience feedback
34 collected under this section shall be tied to specific transactions or
35 interactions with residents utilizing programs or services offered by
36 the covered agency.
37 3. (a) Any response to the solicitation of voluntary resident experi-
38 ence feedback shall remain anonymous;
39 (b) Any individual or entity who declines to participate in the solic-
40 itation of voluntary resident experience feedback shall not be treated
41 differently by the covered agency for purposes of providing services or
42 information;
43 (c) The voluntary nature of the solicitation must be clear;
44 (d) Any solicitation of voluntary resident experience feedback shall
45 be limited to one solicitation per interaction with an individual or
46 entity;
47 (e) To the extent practicable, the solicitation of voluntary resident
48 experience feedback shall be made at the point of service with an indi-
49 vidual or entity;
50 (f) Any instrument for collecting voluntary resident experience feed-
51 back shall be accessible to individuals with disabilities; and
52 (g) Any applicable internal agency data governance policies shall
53 remain in effect with respect to the collection of voluntary resident
54 experience feedback from any individual or entity.
55 4. (a) Each covered agency shall report to the governor and legisla-
56 ture, on a biannual basis from the initial collection of voluntary resi-
A. 7324--B 3
1 dent experience feedback, on the outcome of the covered agency's efforts
2 over the previous two years.
3 (b) The report shall include an analysis of the resident experience
4 feedback collected, a description of how the covered agency used such
5 feedback, an assessment of outcome improvement since the most recent
6 report was issued, and any recommendations for systems, processes, and
7 procedures to improve resident experience with the covered agency.
8 § 4. This act shall take effect immediately.
