Overview
New York's CX Strategy is a groundbreaking approach aimed at transforming the way residents access services and benefits from the State. The strategy is a practical roadmap which lays out objectives for agencies to implement over the next year.
The strategy is focused on three key pillars:
- Customer-centric design
- Innovative solutions
- Commitment to excellence
Read more about the pillars that connects all of these efforts.
The Office of Customer Experience will oversee the implementation of this strategy to ensure agencies have the direction and support they need and that encounters with state services meet the high standards our residents deserve. The initial area of focus will be with the Critical State Service Providers (CSSPs).
Goals
New York State is committed to making government services more accessible, efficient, and responsive. Our goals are to:
Close enrollment gaps by ensuring that government services are easily accessible to all customers, regardless of their location, socioeconomic status, or abilities. This includes simplifying processes, offering services through multiple channels (online, in-person, phone), and ensuring that services are user-friendly.
Reduce the time tax by simplifying lengthy government processes and applications, eliminating unnecessary steps to receiving services, and removing bureaucratic hurdles wherever possible to give time back to people.
Improve operational efficiencies by streamlining government processes to reduce wait times, minimize red tape, and make services more efficient.
Enhance the digital experience by improving the quality of interactions that people have with our online and mobile platforms. We will make digital interfaces more user-friendly, intuitive, and responsive, ensuring that users can easily navigate and complete tasks.
Increase customer satisfaction of government services and improve the overall service delivery experience by making it more personalized, responsive, and aligned with a New Yorker’s needs and expectations.
These goals aim to create a more positive and effective experience, ultimately leading to higher satisfaction and better public trust in government services.
Short Term Objectives
In the next six months, New York State agencies will:
- Standardize how they gather and measure customer experience feedback, identify key customer pain points to act on for improvements.
- Review and update policies that create bureaucratic hurdles for those that use their services and will track the impact of those changes.
- Incorporate human-centered design in all projects with customer-facing scope, including the research, development, and implementation phases.
A New York State CX website will provide information and resources to all agencies on the customer experience strategy.
Medium Term Objectives
In the next 12 months, New York State agencies will:
- Adhere to Plain Language Standards in all new customer-facing communications.
- Prepare Customer Service Standards including a 12-month training and rollout plan.
- Lead and implement CX Strategy with the help of CX governance, including a newly formed Task Force and Working Group.
- Create a customer-centric rewards and recognition program for employees.
Guides and Resources
New York Experience Playbook
Read the guidance toolkits for details on why this is important and how to do it