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A07324 Summary:

BILL NOA07324A
 
SAME ASSAME AS S06932
 
SPONSORMcDonald
 
COSPNSR
 
MLTSPNSR
 
Add 170-g, Exec L
 
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.
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A07324 Actions:

BILL NOA07324A
 
05/17/2023referred to governmental operations
05/24/2023amend (t) and recommit to governmental operations
05/24/2023print number 7324a
01/03/2024referred to governmental operations
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A07324 Memo:

NEW YORK STATE ASSEMBLY
MEMORANDUM IN SUPPORT OF LEGISLATION
submitted in accordance with Assembly Rule III, Sec 1(f)
 
BILL NUMBER: A7324A
 
SPONSOR: McDonald
  TITLE OF BILL: An act to amend the executive law, in relation to enacting the New York State Resident Experience Act of 2023   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 2023" 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.
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A07324 Text:



 
                STATE OF NEW YORK
        ________________________________________________________________________
 
                                         7324--A
 
                               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
 
        AN ACT to amend the executive law, in relation to enacting the New  York
          State Resident Experience Act of 2023

          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 2023".
     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-g to
    21  read as follows:
    22    § 170-g. Collection of voluntary resident experience feedback. 1.  For
    23  purposes  of  this section, the following terms shall have the following
    24  meanings:
 
         EXPLANATION--Matter in italics (underscored) is new; matter in brackets
                              [ ] is old law to be omitted.
                                                                   LBD11206-03-3

        A. 7324--A                          2
 
     1    (a) "Covered agency" means an agency under  the  executive  branch  of
     2  state  government  that  provides or funds resident-facing services that
     3  have a high impact on the public due to a  large  resident  base  and/or
     4  involve services that have a critical effect on those served.
     5    (b)  "Voluntary  resident  experience  feedback" means a response to a
     6  collection of information conducted by a covered  agency  in  accordance
     7  with this act.
     8    2.  (a)  Within ninety days of the effective date of this section, the
     9  governor shall designate the covered agencies required to collect volun-
    10  tary resident experience data. The governor shall  maintain  a  list  of
    11  designated covered agencies and may update this list at any time.
    12    (b)  Within one year of such designation by the governor, each covered
    13  agency shall solicit the collection  of  voluntary  resident  experience
    14  feedback with respect to any service offered by or transactions with the
    15  covered agency.
    16    (c)  The  covered agency shall develop a set of standardized questions
    17  that address:
    18    (i) overall satisfaction of residents with the specific interaction or
    19  service received;
    20    (ii) the extent to which  residents  were  able  to  accomplish  their
    21  intended task or purpose;
    22    (iii)  whether the resident was treated with respect and professional-
    23  ism;
    24    (iv) whether the resident  believes  they  were  served  in  a  timely
    25  manner; and
    26    (v) any additional metrics as determined by the covered agency.
    27    (d) To the extent practicable, the voluntary resident experience feed-
    28  back  shall  be collected across all platforms or channels through which
    29  the covered agency interacts with residents or other entities to deliver
    30  information or services, and the voluntary resident experience  feedback
    31  collected  under  this section shall be tied to specific transactions or
    32  interactions with residents utilizing programs or  services  offered  by
    33  the covered agency.
    34    3.  (a) Any response to the solicitation of voluntary resident experi-
    35  ence feedback shall remain anonymous;
    36    (b) Any individual or entity who declines to participate in the solic-
    37  itation of voluntary resident experience feedback shall not  be  treated
    38  differently  by the covered agency for purposes of providing services or
    39  information;
    40    (c) The voluntary nature of the solicitation must be clear;
    41    (d) Any solicitation of voluntary resident experience  feedback  shall
    42  be  limited  to  one  solicitation per interaction with an individual or
    43  entity;
    44    (e) To the extent practicable, the solicitation of voluntary  resident
    45  experience  feedback shall be made at the point of service with an indi-
    46  vidual or entity;
    47    (f) Any instrument for collecting voluntary resident experience  feed-
    48  back shall be accessible to individuals with disabilities; and
    49    (g)  Any  applicable  internal  agency  data governance policies shall
    50  remain in effect with respect to the collection  of  voluntary  resident
    51  experience feedback from any individual or entity.
    52    4.  (a)  Each covered agency shall report to the governor and legisla-
    53  ture, on a biannual basis from the initial collection of voluntary resi-
    54  dent experience feedback, on the outcome of the covered agency's efforts
    55  over the previous two years.

        A. 7324--A                          3
 
     1    (b) The report shall include an analysis of  the  resident  experience
     2  feedback  collected,  a  description of how the covered agency used such
     3  feedback, an assessment of outcome improvement  since  the  most  recent
     4  report  was  issued, and any recommendations for systems, processes, and
     5  procedures to improve resident experience with the covered agency.
     6    § 4. This act shall take effect immediately.
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