Enacts the "New York State Resident Experience Act of 2025"

• Democratic1

◆ The sponsor's argument

Why James Skoufis says this is needed

In the private sector, prioritizing customer satisfaction is critical to business success. Government entities worldwide recognize that resident experience is just as valuable in administering public programs and building trust in government. Thanks to the surge in digital platforms for accessing government programs and assistance, data from residents can be collected and assessed efficiently, enhancing programmatic effi- ciencies and improving employee experience. At the Federal level, President Biden signed Executive Order 14058 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 nationwide have begun to follow suit in collecting feedback from their constituents, including state agencies in Maryland, Virginia, and Cali- fornia. New York is no different. With millions of residents interacting with the government daily, it is imperative that the state government under- stands their experience to provide quality service and improve confi- dence in government. Furthermore, resident experience data can help agencies better fulfill their missions and improve the experience within the state workforce. This bill would prioritize New Yorkers' experience, improve program efficiency and service delivery, and increase public trust by requiring agencies to collect anonymous feedback from New York- ers using their programs and services. Furthermore, embracing the prin- ciples of resident experience will create an inclusive and equitable experience for New Yorkers tailored to each resident's individual needs and preferences. Diversity, equity, inclusion, and accessibility are essential to a successful resident experience. By implementing these initiatives within the New York State government, agencies will be better equipped to create an environment of trust, respect, and collab- oration. They will help ensure that all residents receive the best possible experience from the government. LEGISLATIVE HISTORY: Senate 2023: 56932A, Referred to Finance 2024: S6932A, Referred to Finance Assembly 2023: A7324B, Amend and Recommit to Governmental Operations 2024: A7324B, Reported Referred to Rules

This is the sponsor's own case for the bill, quoted from their memorandum. It is not Agora's description of what the bill does.