In 2025, New York State focused on making government services more dependable, easier to navigate, and faster to access.

Governor Hochul delivered her annual State of the State address in Albany outlining a clear roadmap to making government work better for New Yorkers.

The NYS Digital Innovation Lab was created to bring people together across agencies who are navigating similar challenges and priorities across digital platforms for state government.

Measuring customer satisfaction helps agencies understand how customers experience interactions with New York State, and why that understanding is essential to serving New Yorkers better.

Across New York State, agencies are already tracking performance like backlogs, processing times, call volume, error rates, and staffing levels. Customer experience benchmarking builds on that foundation by adding one missing piece: how those systems actually function for the people using them.

On September 30, more than 250 employees from 54 state agencies gathered at the Empire State Plaza for the first New York Experience (NYX) Summit.

The New York State Liquor Authority is expanding the categories for who can apply for liquor licenses.

The NYS Forum held its 39th Annual Meeting on September 19th with over 300 government and corporate members attending.

In-person service design is one of the most immediate and visible ways government touches the lives of New Yorkers.

Every program, every service, every improvement we make has a story behind it, and telling that story well is one of the most powerful ways to build momentum for change.