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 directs 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.
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.
The New York Experience at Work News and Updates
The Art of In-Person Service
September 10, 2025In-person service design is one of the most immediate and visible ways government touches the lives of New Yorkers.
Building Better Experiences at the NYX Summit
October 2, 2025On September 30, more than 250 employees from 54 state agencies gathered at the Empire State Plaza for the first New York Experience (NYX) Summit.
Delivering Change Together Through the NYX Task Force
August 5, 2025The New York Experience (NYX) Task Force reconvened to unite agency leaders, innovators, and practitioners with a shared goal: making government work better for the people it serves.
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.
New York's CX Strategy
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 to address:
- Close enrollment gaps
- Reduce the "time tax"
- Improve operational efficiency
- Enhance the digital experience
- Increase customer satisfaction of government services
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.