This bill establishes a Customer Service Initiative for State agencies in New Jersey aimed at enhancing customer service across the government. It mandates that each State agency develop a written customer service improvement plan, which must be completed within six months of the act's effective date and reviewed annually. The plans should include customer service standards, employee training programs, adjustments to business hours based on customer demand, and the incorporation of customer service goals into employee performance evaluations. Additionally, a panel of State officials appointed by the Governor will review these plans and report on service improvements using key performance metrics, which will be made publicly available.

Furthermore, the bill requires each State agency to prominently display a Customer Service Promise in their offices and on their websites, outlining their commitment to providing friendly, timely, accurate, accessible, and transparent service. Agencies must also include a comment section and a customer experience survey on their websites, along with annual reports on the initiative. To encourage exceptional service, the bill calls for employee recognition programs, with the Governor or their designee acknowledging award recipients. Lastly, the Department of State is tasked with preparing an annual report summarizing customer feedback and service delivery improvements.