BILL NUMBER: S5714
SPONSOR: SKOUFIS
 
TITLE OF BILL:
An act to amend the executive law, in relation to enacting the New York
State Resident Experience Act of 2025
 
PURPOSE:
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 Act of
2024".Resident Experience
Section 2: Provides the legislative intent of the bill, for agencies to
gather metrics of resident interactions Yorkers.explaining the need to
better serve New
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 information on what type of information agen-
cies 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 previ-
ous two years.
Section 4: Sets effective date.
 
JUSTIFICATION:
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
 
FISCAL IMPLICATIONS:
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:
This act shall take effect immediately.