BILL NUMBER: S6932A
SPONSOR: SKOUFIS
 
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 Biden 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.