This bill proposes the addition of a new article to the Code of West Virginia, establishing mandatory customer service training for all state employees who interact with the public. The legislation outlines the need for a consistent customer service policy across all state agencies and mandates that the Department of Personnel and the Department of Transportation develop a comprehensive training program by January 1, 2026. The training will consist of an eight-hour in-person session that must be completed by all current public-facing employees by July 1, 2027, and by new hires before they begin their employment. Additionally, a handbook detailing state customer service policies will be made available online.

Furthermore, the bill requires that every three years, state employees in public-facing roles 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 aims to enhance the quality of service provided by state employees and ensure that they are well-equipped to handle public interactions effectively.

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