By NYS Customer Experience Team
The future of New York's government services is about to get a whole lot more efficient, accessible, and transparent. As we look ahead to 2025, the Office of Customer Experience (CXO) is gearing up for a series of game-changing initiatives that will reshape how New Yorkers interact with their state government. It’s not just about making services work better—it’s about making them work smarter, faster, and in a way that truly puts people first.
Here’s what’s in store:
A New Era of Service Access: Kiosks for the Community
What if accessing vital services like food assistance or childcare support could be as simple as walking up to a kiosk? In high-need communities across New York, that’s exactly what we’ll be offering in 2025. Self-service kiosks will be rolled out in high-traffic areas, giving New Yorkers an easier way to access services like SNAP, WIC, and more—without having to travel far or wait in line. It’s all part of our commitment to making services more accessible and meeting people where they are.
Innovation on Demand: The State Office of Innovation and Efficiency
What does it take to transform a large organization like state government? It takes bold thinking, dedicated resources, and a relentless focus on efficiency. Enter the State Office of Innovation and Efficiency. This new office will become the nerve center for innovative solutions, offering centralized support for agencies across the state to implement smarter, more effective ways of delivering services. Whether it’s cutting-edge technology, process optimization, or strategic planning, this office will be at the heart of making government more agile and responsive.
Capital Projects Dashboard: Transparency Like Never Before
Ever wondered how your tax dollars are being spent on infrastructure projects? In 2025, you’ll have the answer, thanks to the launch of the Capital Projects Dashboard. This innovative tool will give you a real-time look at the status of state-owned properties and capital projects, making it easier for everyone—from customers to contractors—to track progress and identify opportunities for improvement. With this increased transparency, we’re not just completing projects faster; we’re ensuring that your investment in these initiatives is used effectively.
Empowering MWBEs: Breaking Down Barriers to Opportunity
Governor Hochul’s commitment to supporting Minority- and Women-Owned Business Enterprises (MWBEs) will continue full force in 2025. With new initiatives to increase procurement flexibility and raise discretionary purchase thresholds, we’re opening up more opportunities for small businesses to partner with the state. This isn’t just about fairness—it’s about tapping into the incredible potential of our state’s diverse entrepreneurs and creating a more inclusive, competitive economy.
Strengthening Cybersecurity: Protecting New Yorkers, Protecting Data
As technology advances, so do the risks. That’s why we’re taking bold action to protect the privacy and security of New Yorkers. 2025 will see a significant expansion of our cybersecurity efforts, with enhanced training for state employees, stronger protections for local governments, and upgraded security infrastructure to fend off cyber threats. The goal is simple: to make sure that your personal data is secure and that our government services remain reliable in an increasingly digital world.
Streamlining Youth Employment: A Digital Revolution for Teens
Getting a job shouldn’t be a hassle, especially for young people just starting their careers. In 2025, the youth working paper application process will be completely overhauled with a user-friendly, digital platform. Teens will be able to apply for working papers online, reducing red tape and allowing them to focus on what matters: finding and starting their first job. It’s a win-win for both young workers and employers.
Connecting All New Yorkers: The Broadband and Mobile Service Revolution
Access to high-speed internet is no longer a luxury—it’s a necessity. In 2025, we’re taking bold steps to ensure that every New Yorker, regardless of where they live, has access to fast, reliable internet. Through the launch of the Excelsior Broadband Network and the Mobile Service Connectivity Initiative, we’ll expand broadband access to underserved areas and bring mobile service to more remote parts of the state. This is about bridging the digital divide and ensuring that no one gets left behind in the digital age.
The next year promises to be an exciting one for government services in New York. From new transparency tools and self-service kiosks to groundbreaking cybersecurity measures and bold initiatives for small businesses, 2025 will be the year we make government work even better for every New Yorker.
Stay tuned and get ready to experience the future of government services in New York—where innovation meets accessibility and efficiency for a stronger, more connected state.