Card Sorting Workshop
May 8, 2026NYS Digital Service hosted two collaborative Innovation Lab workshops in Albany and New York City, where agency staff used card sorting to improve how digital content is organized and navigated.
NYX Updates
The Office of Customer Experience is sharing updates about efforts being taken by state agencies to better serve New York residents through the New York Experience (NYX). See highlights below or check out the complete list of NYX blogs, news, and case studies.
Read the Latest
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Digital and Paid Social Media Campaigns
February 4, 2026NYS Digital Service hosted its second Innovation Lab on February 3, 2026, bringing agency colleagues together to focus on digital and paid social media campaigns.
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Reimagining New York State Service at the NYX Task Force
April 15, 2026On March 31, 2026, the New York Experience (NYX) Task Force reconvened in Albany to share their progress towards raising the bar for customer experience for New Yorkers.
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New York State Wins National Customer Experience Award
March 30, 2026Chief Customer Experience Officer Tonya Webster accepted the Qualtrics 2026 Breakthrough Artist Award for Government on behalf of New York State for improving how people experience government services.
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CX Accomplishments Across New York State
February 19, 2026In 2025, New York State focused on making government services more dependable, easier to navigate, and faster to access.
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From State of the State to Cutting Red Tape
January 30, 2026Governor Hochul delivered her annual State of the State address in Albany outlining a clear roadmap to making government work better for New Yorkers.
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Inside the NYS Digital Innovation Lab
January 15, 2026The NYS Digital Innovation Lab was created to bring people together across agencies who are navigating similar challenges and priorities across digital platforms for state government.
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Measuring Customer Satisfaction
December 12, 2025Measuring customer satisfaction helps agencies understand how customers experience interactions with New York State, and why that understanding is essential to serving New Yorkers better.
NYX in the News
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NY Expands Liquor Licenses to Boost Hospitality Venues
September 24, 2025The New York State Liquor Authority is expanding the categories for who can apply for liquor licenses.
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The NYS Forum Welcomes Attendees at Annual Meeting
September 19, 2025The NYS Forum held its 39th Annual Meeting on September 19th with over 300 government and corporate members attending.
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Address ‘Monumental’ Tech Debt The Right Way: With CX Front and Center
April 23, 2025Improving the customer experience by reducing “technical debt”-- the losses experienced when organizations go for quick technological solutions that have long-term downsides.
Case Studies and Project Highlights
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Eliminating the MWBE Backlog
March 29, 2024How the Division of Minority- and Woman-Owned Business Development Eliminated a Years-Long Backlog of Applications
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IRS Direct File Partnership
April 1, 2024The 2024 Direct File pilot demonstrated that adapting modern software best practices into government could create an easy, quick, and straightforward way to file state taxes.