This bill establishes a Customer Service Initiative aimed at enhancing customer service across State government agencies in New Jersey. It mandates each State agency to develop a written customer service improvement plan, which must be completed within six months of the act's effective date and reviewed annually. The initiative focuses on fostering a strong service culture, improving customer service training for employees, and establishing performance metrics to track service improvements. Each agency is required to incorporate customer service goals into employee evaluations, adjust business hours to meet customer demand, and display a Customer Service Promise that outlines the agency's commitment to providing excellent service.

Additionally, the bill requires that each agency's customer service plan be reviewed by a panel of State officials appointed by the Governor, who will report recommendations and performance data to the Governor. Agencies must also provide a comment section and customer experience survey on their websites, along with annual reports on the initiative. To encourage outstanding service, agencies are to implement recognition programs for employees who excel in customer service, with the Governor or a designee acknowledging these employees at the State House. The Department of State is tasked with preparing an annual report summarizing customer feedback and service delivery improvements.