Overview
In 2025, New York State focused on building a stronger, more dependable experience for its customers. For many New Yorkers, accessing state services has too often meant long wait times, unclear requirements, and repeated follow-up, particularly for programs that affect livelihoods, safety, and stability. Building on Governor Hochul’s commitment to a more responsive government, customer experience (CX) efforts concentrated on addressing these long-standing challenges through clearer processes, stronger accountability, and better use of data.
Read the Annual Report and Customer Experience accomplishments for 2025.
Operational Improvements
- Department of Motor Vehicles (DMV): In 2025, the DMV managed a surge in REAL ID demand while improving everyday service. Call response times dropped 7% and rejected callers fell 28%, even as the agency issued 1.6 million additional REAL IDs—more than double the prior year. Customers saw fewer dropped calls, shorter waits, and more reliable service, reflected in sustained customer satisfaction gains across all channels over the past 7 months.
- Department of State (DOS): In 2025, the Division of Licensing Services significantly improved speed, access, and reliability across customer services. A 30% increase in call center staffing cut wait times by 83% and reduced call rejections by 65%. New online licensing tools reduced processing times by about 70% from 2023 levels—and over 90% from peak backlogs—with most applications now completed in four business days. Across business and legal filings, processing times dropped by 66%, with most services now handled same day instead of months. Modernized walk-in centers and reopened offices further improved accessibility and in-person support statewide.
- Division of Human Rights (DHR): In April 2025, DHR launched a dedicated Intake Unit to standardize and speed up discrimination complaint processing. Since then, the unit has processed 3,906 reports, saved an estimated 100 staff hours per week, and helped reduce the Division’s backlog by 44%. These improvements also contributed to a more than 100% increase in Housing Investigations Unit case closures.
- Higher Education Services Corporation (HESC): In 2025, HESC eliminated a backlog of more than 8,000 unprocessed grants and scholarships by streamlining workflows, replacing months-long delays with faster, more predictable decisions for students and families. The agency also reduced its office footprint by 47%, generating $6.7 million in savings that can be redirected toward services and support.
- Justice Center for the Protection of People with Special Needs (Justice Center): In 2025, the Justice Center streamlined case processing by improving triage, follow-up, and partner communication. These changes reduced delays and cut case cycle times for matters requiring additional information by 49%, helping safety concerns be addressed faster and more clearly.
- State Liquor Authority (SLA): In 2025, SLA modernized refunds and licensing to better serve businesses statewide. A new Refunds Unit processed more than 10,000 refunds—returning over $7 million to New Yorkers—typically within two weeks, while cutting pending requests from thousands to a few hundred. SLA also streamlined license reviews through a new cross-functional committee, increasing daily application reviews by 200% and delivering faster, more consistent licensing decisions.
Digital Transformation
- Department of Civil Service (Civil Service): In 2025, Civil Service modernized communications for the New York State Health Insurance Program (NYSHIP), with over 50% of members going paperless. Short videos replaced dense materials, and a digital Empire Plan directory improved access. These updates enhanced usability and cut administrative costs by $5M annually.
- Department of Motor Vehicles (DMV): DMV introduced an online form for no-fee duplicate documents, reducing emails by 36% and LiveChat inquiries by 51%. This streamlined access for customers and improved agency efficiency.
- Department of Labor (DOL): DOL piloted a self-service check-in tool at the Brooklyn Career Center. Nearly 27,000 visits were processed, wait times dropped to 10 minutes, and veterans were prioritized, doubling efficiency and reducing crowding.
- Department of State (DOS): DOS launched the Be Your Own Boss campaign, revamped 200+ licensing pages, improved call center recordings, and partnered with DOL to reach 1M New Yorkers. Marketing cards and video profiles highlighted licensing opportunities.
- Department of Taxation and Finance (DTF): DTF’s Homeownership Benefit Portal replaced paper processes with online STAR program registration and direct deposit, with ~250,000 registrations and 175,000 enrollments, reducing delays and paperwork.
- Higher Education Services Corporation (HESC): HESC launched an Applying for Aid page and Financial Aid Navigator to streamline applications, increasing website interactions to 4M. The team also launched a Request for Proposal (RFP) for a Student Aid Processing Portal to further these efforts. Social media and text outreach grew followers 400% and added 40,000 subscribers. HESC hosted 256 events serving 10,000+ students and families.
- Hudson River–Black River Regulating District (HRBRRD): HRBRRD introduced an online permit renewal portal, with 70% of customers using it in the first year, saving ~$46,000 and reducing staff workload.
- Office of Information Technology Services (ITS):ITS launched the NYS Design System and expanded user analytics, helping agencies build websites up to 40% faster. Its new Accessibility Team supports 57+ agencies, improving digital access for all users.
- New York State Digital Service (Digital Service):Digital Service improved 40 agency websites, expanded analytics capacity 270%, and launched a standardized feedback form collecting 30,000 responses. The “All Services Search” tool saw 1.9M searches by 2.4M users, simplifying access to state services.
- Office for People With Developmental Disabilities (OPWDD):OPWDD launched a Capacity Management platform for residential care, improving tracking, matching, and planning while giving individuals and families clearer visibility into housing options.
- Workers’ Compensation Board (WCB): WCB’s digital transformation replaced legacy paper systems with a web-based platform. Medical billing disputes dropped 92%, 95% of prior authorizations are processed within one day, and 3M requests have been handled online, improving timeliness and reliability for workers and providers.
Innovative Service Delivery
- Department of Civil Service (Civil Service): Civil Service modernized hiring through the NY HELPS program, waiving exams for most public positions and enabling 36,000 state and 12,000 local appointments. Qualification updates recognized relevant experience in ~20,000 positions, expanding public service access. Statewide campaigns reached 93% of adults, and in-person Centers for Careers in Government supported 182,000 jobseekers.
- Department of Taxation and Finance (DTF): DTF introduced a courtesy callback system, fulfilling 442,000 requests (24% of calls) in 2025, reducing wait times and improving predictability for customers.
- New York State of Health (NYSOH): NYSOH used SMS and WhatsApp campaigns in 7 languages to provide reenrollment support, sending 650,000 messages and helping 41% of recipients secure coverage. A follow-up survey for lapsed renewals reached 48,700 people, re-enrolling 12% and maintaining access to care.
- Office for People With Developmental Disabilities (OPWDD): OPWDD partnered with Georgetown University to assess cultural and linguistic competence, gathering input from 3,600+ providers and families. The agency also evaluated care coordination from 3,000+ participants and launched Front Door Video modules in English, Spanish, and Chinese, reaching 50,000 views across 45,000 users to improve access and understanding of services.
- Workers’ Compensation Board (WCB): WCB expanded provider access by allowing residents and fellows to treat injured workers, adopted the CMS-1500 universal billing form, and implemented reforms for faster medical payments. The redesigned eCase system gives providers electronic access to medical information. Outreach campaigns educated stakeholders on best practices and available support services, improving care delivery and outcomes.
Past NYX Accomplishments
Read the Annual Report and CX accomplishments for 2023-2024.