Three Pillars of New York's CX

Drive Innovation and Continuous Improvement

A strong focus on CX encourages state agencies and authorities to embrace innovation and continuously seek improvements. New services should not be perceived as “finished” when they are launched to the public. Rather, by leveraging data and feedback from New Yorkers, agencies and authorities will identify pain points and areas for enhancement for the services that they administer.

This data-driven approach ensures that services evolve in line with customer expectations and technological advancements. We will continue to embrace new technologies and innovative solutions along with process improvements to significantly enhance the effectiveness of benefit and service delivery.

Areas of focus will include:

Voice of Customer (VoC) Programs A VoC program is a structured approach to collect and analyze customer feedback.

Customer Journey Assessments and Prioritization Customer journey mapping is a technique that allows agencies to visualize and analyze the various stages customers go through when interacting with government services.

Improve Service Efficiency and Effectiveness

Having a strong and effective CX strategy improves our ability to streamline our operations, reduce bureaucratic red tape, and make interactions with NYS government smoother and more efficient. This not only saves time and resources for the government but also reduces the burden on New Yorkers. Efficient services mean quicker resolutions to issues, faster access to benefits, and a more satisfactory overall experience for the public.

We will first focus on:

Documentation Improvements Accurate and up-to-date information is critical to providing a good customer experience.

Policy Reviews A structured review process ensures our policies are up-to-date and are servings the agency's goals while providing an optimized customer experience.

Process Improvement Systematically analyzing and refining processes for efficiencies to increase productivity or improve the experience.

Personalize and Humanize Government Interactions

State agencies and authorities serve diverse populations with varying needs and preferences. By focusing on CX, agencies can better understand these diverse needs and tailor their services accordingly. Personalized and human-centric service delivery demonstrates empathy and respect, making customers feel valued and understood.

Human-Centered Design There are a variety of human-centered design methods to help you understand who your users are and what they need. Applying these practices include identifying key user groups and tasks and using various data streams to inform your decisions.

Enhance Trust and Transparency

Trust in government institutions is paramount for a functioning democracy. When state agencies and authorities prioritize CX, they foster a culture of transparency and accountability. Clear communication, streamlined processes, and prompt responses to customer inquiries build trust and show that New York State government values its residents' time and needs.

We will focus on language and customer service first.

Plain Language Keep the audience in mind when writing and be clear and concise.

Customer Service Standards Call centers are the front line of customer interaction. Defined standards create consistent service quality and improved customer satisfaction.

Build a Culture of Service Excellence

Fostering a customer-centric culture within our state agencies and authorities leads to higher employee morale and engagement. When employees are empowered to deliver exceptional service, it creates a positive feedback loop that benefits both the workforce and the customers they serve. A culture of excellence in service delivery reflects our commitment to New Yorkers as well as our dedication to continuous improvement.

Customer-Centricity Culture It's important for everyone to understand the importance of the customer and feel empowered to deliver great service. Clear goals and a positive work environment translate to increased productivity and innovation.