The proposed bill aims to enhance customer service training for all public-facing employees of the State of West Virginia by adding a new article to the Code of West Virginia. It establishes a structured customer service training program that mandates the Department of Personnel and the Department of Transportation to develop a comprehensive training curriculum by January 1, 2026. This program will require eight hours of in-person training for all current employees in public-facing roles by July 1, 2027, and for all new hires before they begin their employment. Additionally, a handbook of state customer service policies will be made available online.

Furthermore, the bill stipulates that every three years, state employees in public-facing positions must complete a four-hour refresher course to stay updated on new policies and customer service protocols. Employees who complete the training will also receive email updates regarding any new policies or procedures adopted by the Department of Personnel. This initiative is designed to ensure a consistent and high standard of customer service across all state agencies, ultimately benefiting both employees and the public they serve.

Statutes affected:
Introduced Version: 6C-5-1, 6C-5-2, 6C-5-3