All NYS agencies should implement the pillars of Customer Experience, but there are three agencies that will be the initial focus of the Office of the Chief Customer Experience Officer. Critical State Service Providers (CSSPs) provide services with significant public impact, either due to a large customer base or critical service impact for New York. CSSPs will be specifically required to implement the pillars of the CX Strategy.
The Critical State Service Providers are:
- Department of Health (DOH)/Social Services
- DOH protects and promotes health and well-being for all, building on a foundation of health equity.
- Department of Motor Vehicles (DMV)
- DMV issues secure identity documents, delivers essential motor vehicle and driver-related services, and administers motor vehicle laws.
- Department of Labor (DOL)
- DOL helps New Yorkers find careers by connecting them to employment, and training while supporting businesses by helping them find qualified workers.
Three additional Departments are vital to activate the work of the CSSPs. They are the Office of General Services, the Office of Information Technology Services, and the Office of Customer Experience.