On January 13th, Governor Hochul delivered her annual State of the State address in Albany, looking back on a year’s worth of progress. In her address, she outlined a clear roadmap to making government work better for New Yorkers. The long and short of it? New York is committed to making real change in response to real needs.
This year, the Office of Customer Experience is eager to support the governor’s vision, steering our efforts ever closer to a clearer, faster, and more accessible New York. Together with our agencies, the Office will help to translate policy into action that removes barriers and transforms the day-to-day customer experience of those we serve.
Here’s what lies ahead:
New York Against Hunger: A Statewide Summer EBT Campaign
New York is stepping up to make sure our communities don’t go without. In 2024, New York launched its Summer EBT programs, reaching over 1.5 million children across the State. By coordinating outreach across agencies, the Office of Customer Experience will help further ensure New Yorkers in need know how and where to access EBT funds. Their efforts will keep our residents fed and our local communities thriving.
Not-for-Profits in Need: Reimagining Service Delivery
New York is home to over 100,000 not-for-profits that deliver a range of critical services to more than 20 million individuals across the state. In 2026, the Office of Customer Experience is keeping momentum on contracting reform, partnering with state agencies to introduce more efficient, accessible processes for all. With these changes underway, not-for-profit organizations will not just receive greater transparency and faster payments–they will have the foundation they need to better meet the needs of our communities.
Cutting Red Tape: Less Roadblocks, More Results
In 2026, Governor Hochul is doubling down on her promise to bring the state up to speed and create a faster, more responsive government. For too long, New Yorkers have paid the price for bureaucratic roadblocks. Within her “Cutting Red Tape” agenda, the governor is introducing reforms and executive actions to better serve New Yorkers and deliver on critical needs from housing to the economy.
Governor Hochul is committed to improving service delivery for New Yorkers, and she is calling on agencies to help lead these efforts in 2026:
- Making Every New Yorker Count: Governor Hochul will establish a state census commission to lead strategic planning, coordination, and community outreach efforts in advance of the next census. Accurate counts are essential to ensure New York State receives the funding needed to deliver key critical services.
- Tackling Outdated and Burdensome Regulations: Building on her call at the end of 2025, Governor Hochul is launching a 30-day call for ideas from stakeholders across the state to identify opportunities for improvement on outdated, burdensome, or obsolete regulations. With fresh ideas and new technology, our processes will be improved to help make government work better for everyone.
- Smart Technology: The digital age is upon us, and New York State is a leading player. In 2026, Governor Hochul is piloting new technologies to streamline permitting and procurement. Through these new tools, we’ll help our government workers to work faster, save our clients time, and keep our communities engaged.
Through a series of proposed reforms, New York State will:
- Expand Affordable Housing and Accelerate Critical Infrastructure: As our communities grow, our infrastructure must grow along with it. This year, Governor Hochul will advance efforts to meet these critical needs. Reforms to the State Environmental Quality Review Act (SEQRA) will streamline environmental review processes, helping localities to build faster and cheaper for projects that will not have significant environmental impacts.
- Establish a Permitting Academy: In partnership with Regional Economic Development Councils, local governments will receive technical assistance to better understand the SEQRA process. With greater transparency and training, they will be even better equipped to serve New Yorkers.
- Standardize Timelines and Streamline Impact Statements: With simpler processes and clearer guidance, our agencies stand poised to get it done. Governor Hochul will introduce a new set of guidelines to help improve efficiency and shorten turn-around times for the teams behind the scenes. Concrete deadlines for SEQRA environmental impact statements, clarified challenge timelines, and the development of Generic Environmental Impact Statements will simplify processes for our agencies and help these projects on track.
- Modernize Permitting Processes: Better tracking and digital tools will help streamline permitting processes for New Yorkers. In 2026, our agencies are called to enhance outdated, time-consuming permitting processes and better track performance for continuous improvement. Complementing these efforts, the Department of Environmental Conservation (DEC) will also launch a consolidated platform to streamline application and review for applicants and agencies.
- Expedite Major State Infrastructure: The governor will work with key agencies to establish a new program to support key statewide economic and infrastructure projects. Through this collective effort, New Yorkers will gain from new and improved oversight.
In 2026, we remain committed to breaking down bureaucratic barriers and building a more responsive, consumer-centered government.