What New Yorkers Should Expect from Government

A positive customer experience in government means services are accessible, efficient, user-friendly, and responsive to the needs of the public. It involves clear communication, minimal bureaucratic hurdles, timely updates, and the assurance that personal data is handled securely. Ultimately, enhancing customer experience in government aims to build trust between New Yorkers and their government, and improve the quality of public service delivery.

New Yorkers should:

• Find it easy to locate the services they need and understand the steps required to receive them, without needing to know which state agency or government level provides a specific service.
• Be aware of and able to apply easily for benefits for which they are eligible, without the process feeling burdensome. New York State is committed to minimizing the time residents spend applying for and receiving services, reducing repetitive information requirements.
• Applicants should know how long their applications will take and be able to check the status at any time.
• Have the flexibility to communicate with the state through their preferred channels, such as phone, text, email, or self-service, and access services from their chosen devices, with all digital services being mobile-friendly.
• Services must be accessible to all, with proper accommodation for people with disabilities and without language barriers. Those without high-speed internet should not face additional obstacles when applying.
• New Yorkers should be able to help loved ones' access services and benefits. New Yorkers should be able to provide feedback on service quality, which should be analyzed and acted upon by policymakers and state agencies for continuous improvement.
• New Yorkers should be able to trust that the information provided to their government will be protected and stored securely, and that state agencies will adhere to privacy and security best practices.     

The customer experience strategy is designed to help meet these expectations and will prioritize customer needs in every aspect of our services.