January 22, 2025

NYX Task Force Leads Charge for New Era in Service

By NYS Customer Experience Team

On January 22, 2025, we took an exciting step toward transforming how New York State delivers services to its customers. The inaugural New York Experience (NYX) Task Force meeting brought together leaders from across state agencies to lay the foundation for a future where customer experience (CX) is at the heart of everything we do.

At the core of the meeting was a shared commitment to reimagining the way New Yorkers interact with their government. Governor Hochul’s bold vision of delivering services that meet the growing expectations of New Yorkers is now more tangible than ever, and the NYX Task Force is helping to turn that vision into reality.

We know that New Yorkers deserve more than just functional government services; they deserve seamless, intuitive experiences that make their lives easier. That’s why the NYX Task Force is focused on driving innovation, simplifying processes, and ensuring that services are accessible, responsive, and customer-friendly—because, let’s face it, interacting with government services hasn’t always been easy.

We’ve all been there: stuck in a maze of confusing websites, buried in forms, or waiting on hold far longer than we’d like. But what if it didn’t have to be this way? What if accessing services like renewing a license or applying for benefits was as easy as ordering a cup of coffee?

That’s the future New York State is building with the launch of the New York Experience (NYX) Task Force. Think of it as a team of problem solvers from across state government, all working together to answer a simple question: How can we make life easier for New Yorkers?

During the inaugural meeting of the NYX Task Force, leaders from across state agencies rolled up their sleeves and got to work on some of the most pressing challenges facing New Yorkers. And it wasn’t just talk. Concrete actions emerged from the discussion, like developing tailored strategies to enhance the customer experience at our Critical State Service Providers: DMV, DOL, and DOH; remove outdated information from agency websites, and new approaches to service delivery through new technologies.

The NYX Task Force will continue to meet quarterly to track progress, exchange ideas, celebrate successes, and pivot where necessary. As Kathryn Garcia, Director of State Operations, shared during the meeting, “The usual is no longer acceptable.” We are moving beyond the status quo to create a government that works better, faster, and smarter for everyone.

The NYX Task Force is just getting started, but the vision is clear. This is about more than better websites or faster service—it’s about creating trust and showing that government can be a force for good in your everyday life.

So, stay tuned. Big things are happening, and this is just the beginning. New York is charting a bold course toward a future where accessing government services feels less like a chore and more like the help you deserve.

Because here in New York, we believe in getting it done—and getting it done right.