This bill establishes a new chapter in Title 43 RCW focused on enhancing customer service delivery by certain state agencies in Washington. It mandates that the office of the secretary of state, the department of fish and wildlife, and the office of the insurance commissioner implement a pilot project to develop and track metrics aimed at improving customer service, as outlined in Executive Order 25-06. These agencies are required to designate a liaison for customer service initiatives, submit quarterly performance data, and create a documented process for customer interactions by specified deadlines. Additionally, they must report on customer feedback, service delivery, and areas for improvement, while also developing a customer experience improvement plan by December 2026.

The bill further emphasizes collaboration with Washington technology solutions to create a unified digital service experience for residents. It allows for the evaluation of customer experience measures by a neutral third party and requires that metrics be disaggregated to identify and address biases in service delivery. The act is set to expire on April 1, 2029, ensuring that the effectiveness of these initiatives can be assessed within a defined timeframe.