In the 2026 State of the State, Governor Hochul reaffirmed her commitment to improving contracting for not-for-profits (NFPs) in New York State.

Positive experiences in government are the result of cross-agency collaboration and a sustained commitment to putting people first.

NYS Digital Service hosted two collaborative Innovation Lab workshops in Albany and New York City, where agency staff used card sorting to improve how digital content is organized and navigated.

On March 31, 2026, the New York Experience (NYX) Task Force reconvened in Albany to share their progress towards raising the bar for customer experience for New Yorkers.

Chief Customer Experience Officer Tonya Webster accepted the Qualtrics 2026 Breakthrough Artist Award for Government on behalf of New York State for improving how people experience government services.

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.