Transforming New York's Customer Experience
Governor Hochul is committed to making government work for New Yorkers. To advance her commitment, New York's first Customer Experience (CX) Strategy will direct actions for our state agencies to fulfill the vision of a faster, simpler, and more equitable state government. This strategy is not just a vision for better government; it is a practical roadmap for making New York a leader in public service excellence.
This CX Strategy is part of our New York Experience (NYX) efforts with the goal of providing the best government experience for our people. The strategy makes certain that we continue to move the State forward by delivering services focused on the lived experiences of those we serve. As a State, there are five key measures we will work to move the needle on:
- Close enrollment gaps
- Reduce the time tax
- Improve operational efficiency
- Enhance the digital experience
- Increase customer satisfaction of government services
Customer experience is every state employee's responsibility - whether you are customer-facing, non-customer facing, service, compliance, or benefits delivery oriented - every interaction with the government can have an impact on New Yorkers.
New York State's CX Strategy Foreword from the Chief CX Officer
Breaking Down the CX Strategy
What is CX
CX refers to every touchpoint with government services, from accessing information online to receiving in-person assistance for benefits.
What New Yorkers Should Expect from Government
Any individual or entity that interacts with government should experience accessible, efficient, user-friendly and responsive service delivery.
The Plan to Improve CX in New York
The comprehensive work set forth by the pillars of the CX Strategy will be implemented by state agencies over the next 3+ years.
3 Pillars of the Customer Experience Strategy
Innovative Solutions
- Drive innovation and continuous improvement
- Improve service efficiency and effectiveness
Customer Centric Design
- Personalize and humanize government interactions
- Increase trust and transparency
Commitment to Excellence
- Build a culture of service excellence
- Ensure equity and inclusivity
CX Strategy The Fundamentals
Guiding Principles
Guiding principles help align teams around what matters most and keep efforts focused on what is most important - the needs of New Yorkers.
Terms to Understand
Terminology stakeholders can use to describe the key events, people, and processes that impact customer experience.
Critical State Service Providers (CSSPs)
CSSPs are agencies who provide services with significant public impact due to a large customer base or critical service effects for New York.
Guidance for State Agencies New York Experience Playbook
The following tools will help New York State agencies improve customer experience and fulfill requirements outlined in the CX Strategy.
More from the CXO Updates and Highlights
Office of Customer Experience Tonya Webster
As the nation’s first-ever Governor appointed Chief Customer Experience Officer (CXO), Tonya Webster works directly with state agencies and authorities to oversee the State’s comprehensive customer experience (CX) strategy that is anchored in operational excellence, digital transformation, and innovative service delivery across all public services and benefits.