Briefs

Just-launched New York Experience aims to improve customer satisfaction with state agencies

November 25, 2024 Brooklyn Eagle Staff

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STATEWIDE — THE NEW YORK EXPERIENCE, an initiative that Gov. Kathy Hochul launched on Monday, Nov. 25, aims to be more responsive to New Yorkers’ needs by making state agencies more efficient and equitable. The initiative is in place to improve government operations on a daily basis and eliminate waste through a first-ever New York Customer Experience (CX) Strategy. The state has launched the NYX Website, an interactive hub designed to be the resource for agencies, particularly those with large customer bases — Department of Health (DOH), Department of Motor Vehicles (DMV) and Department of Labor (DOL) — which will meet quarterly with the Office of Customer Experience. The agencies will focus on identifying priorities, allocating resources effectively and addressing challenges that impact service delivery. Priorities include five key areas of improvement: minimizing enrollment gaps to ensure that government services are easily accessible to all New Yorkers, reducing the “Time Tax” by eliminating unnecessary steps and bureaucratic hurdles; enhancing operational efficiency and reducing red tape and wait times; improving the digital experience and improving customer satisfaction.

“This strategy is more than a vision; it’s a call to action, and every state agency has a role to play in making sure we deliver on our promise to create a more efficient and responsive government that continues to put New Yorkers at the center of decision making,” said Chief Customer Experience Officer Tonya Webster.

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