New York State’s 2023 State of the State
New York State's 2023 State of the State, highlighting proposals to improve the customer experience in state government.
This example is a part of the DSN 2024 Summer Event Series, Let’s Get Digital. Explore the series to learn more context about this work.
The Constitution of New York State requires the Governor to deliver an annual message to the Legislature regarding the state of the state. The State of the State proposals are the first step in defining the Governor’s agenda in 2023.
Section XIII, Improving State Government: The Customer Experience, defines Governor Hochul’s commitment to making government customer-centered. She proposes a series of initiatives that will put the experience of New Yorkers at the center of both policy and service delivery, leading to faster processing times and greater efficiency, along with significant improvements in residents’ interactions with government. In the long-term, this will increase public trust, drive rates of participation in public programs, and save taxpayer money by lowering administrative expenses. Commitments include:
- Make Customer Experience and Benefits Participation a State Priority
- Simplify the Child Care Assistance Application Process
- Improve the Client Experience of Food Benefits for Women, Infants and Children
- Make it Easier to Obtain Tax Credits
- Save Time for Residents and State Workers with E- Signature Technology
- Lower Call Wait Times and Reduce Reliance on Phone Calls
- Launch “One ID for New York State” to Improve Digital Access
- Building First-Rate Digital and Design Teams
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Chief Customer Experience Officer
This is a job description for the role of Chief Customer Experience Officer (CXO) from New York State.
