I am honored to serve as New York State’s first Chief Customer Experience Officer. Our office works with over 100 state agencies and authorities to ensure that as a government, we are serving the public with empathy, efficiency, and respect. Each interaction that New Yorkers have with the state is an opportunity to build trust, foster understanding, and demonstrate that government can be responsive, compassionate, and attuned to the needs of those we serve.
The New York Experience (NYX) began with the establishment of the Office of Customer Experience in the Executive Chamber in October 2023. Since then, New York State has made significant strides in transforming customer experiences across various agencies and services. These accomplishments reflect our unwavering commitment to putting New Yorkers at the heart of government decision-making, improving service delivery, and leveraging technology to create a more efficient and user-friendly government.
By prioritizing customer experience, we have the chance to transform how people engage with government services. It means moving beyond bureaucratic processes and focusing on creating moments of connection and support. It’s about simplifying access, being transparent in our communication, and showing that every question, concern, and request matters. When we elevate the customer experience, we strengthen the bond between government and the people, ensuring that every interaction reflects our commitment to serving with excellence.
Together, let's embrace this opportunity to make a positive impact, one experience at a time. By doing so, we can build a more responsive, inclusive, and trusted government for all.
Sincerely,
Tonya Webster
Chief Customer Experience Officer