On July 29, 2025, the New York Experience (NYX) Task Force reconvened with a new chapter of transformation. The meeting brought together agency leaders, innovators, and practitioners united by a shared goal: making government work better for the people it serves.
Looking ahead, two milestones stand out. The New York State Office of Customer Experience (CXO) is preparing its annual customer experience (CX) report, which will showcase stories, data, and outcomes that reflect how agencies are modernizing operations and improving lives. Each submission will be approved by agency leadership, ensuring a complete picture of statewide progress. In September, the NYX Summit will bring this movement to life. Hosted at Empire State Plaza, the first-ever statewide CX conference will convene hundreds of staff from every level of government to learn, connect, and share practical tools for better service delivery.
Among the agency highlights shared, several captured the Task Force’s vision in action. The Division of Human Rights (DHR) has rebuilt its operations from the ground up after inheriting a 3,000-case backlog and limited infrastructure. A new centralized intake unit now ensures consistency in how discrimination complaints are reviewed, while a redesigned online form guides users through the process clearly and completely. A live-agent call center now offers support in more than 250 languages, a first for the agency and a breakthrough for accessibility. These changes are saving staff time, reducing errors, and helping more New Yorkers find justice faster.
At the Department of Motor Vehicles (DMV), service transformation continues at full speed. A new customer relationship management system will give agents a full view of each customer’s history across phone, email, and chat channels. That single change allows multiple issues to be resolved in one conversation, improving both efficiency and trust. The DMV has also automated routine inquiries to free up staff for complex cases, while surveys launched this spring are generating valuable feedback to guide continuous improvement. For the first time, agents can see service performance across every major channel, and customers are noticing the difference.
The Department of Labor (DOL) is embedding CX principles into everyday operations. A new queue management system in Career Centers allows visitors to check in by text message and receive live wait-time updates, making the experience more transparent and less frustrating. Appointment scheduling has reduced congestion and improved staff readiness, while targeted outreach on youth labor compliance has already led to a drop in violations this summer. The agency’s new Office of External Stakeholder Engagement is also building bridges with industries across the state, hosting webinars, partnerships, and educational events that strengthen relationships and prevent issues before they arise.
The NY State of Health (NYSOH) within the Department of Health (DOH), customer experience has become a unifying thread in how the agency responds to policy and system changes. Through the Stay Connected campaign, more than 2.5 million text messages have reached enrollees with clear, actionable information about health coverage. The agency has gathered hundreds of personal stories from New Yorkers describing what access to care means to them, using those insights to strengthen outreach and system design. Cross-agency workshops have also helped teams identify ways to maintain coverage, streamline eligibility systems, and prepare for upcoming federal updates. These efforts reflect a commitment to collaboration, transparency, and keeping people informed through every step of change.
The Office of General Services (OGS) continues to modernize how government buys and builds. New contracting pathways now make it easier for agencies to procure CX, cybersecurity, and information technology (IT) staffing services. A vendor feedback tool is improving transparency, and accountability, and work is underway to launch a statewide eProcurement system that will replace outdated manual processes. These infrastructure improvements may seem behind the scenes, but they are laying the foundation for faster, smarter, and more responsive government.
Across the board, agencies are finding creative ways to simplify and humanize their work. The Department of State (DOS) has rolled out new licensing platforms serving hundreds of thousands of customers. The Justice Center is forging new external partnerships through its “Listening to Lead” stakeholder tour.
Each example, different in scope, shares a common thread—a belief that better service begins with understanding people. The message from this Task Force meeting was unmistakable. Customer experience is not an initiative on the margins. It is the lens through which New York is redefining public service.
By connecting insight with action and pairing modern tools with human empathy, New York is proving that good government is possible, and that progress is a practice renewed each day.