New York State Experience: Annual Report Summary
This summary outlines statewide progress in improving digital services, reducing administrative burdens, and elevating customer satisfaction through human-centered and data-informed government design.
This report highlights New York State’s customer experience strategy—branded the New York Experience (NYX)—focused on five key goals: closing access gaps, reducing “time tax,” enhancing operational efficiency, modernizing digital services, and increasing customer satisfaction.
It features agency-specific successes, such as Medicaid renewal improvements by NYSDOH, DMV chatbot and live chat rollouts, and HESC’s digital modernization that boosted virtual event attendance by 350%. The Office of General Services led efforts to improve website usability and analytics, while a new NYX Task Force and public-facing website aim to drive continued transparency and cross-agency coordination.
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