Moving the Needle for New York’s Not-for-Profits
June 1, 2026In the 2026 State of the State, Governor Hochul reaffirmed her commitment to improving contracting for not-for-profits (NFPs) in New York State.
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
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How Product Owners Improve the Customer Experience
May 20, 2026Positive experiences in government are the result of cross-agency collaboration and a sustained commitment to putting people first.
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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.
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.
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Web Accessibility
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Design and Style Standards
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Human-Centered Design Methods
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Plain Language
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Digital First Standards
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Conducting Effective Policy Reviews
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Agency Process Improvement
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Voice of the Customer Programs and Survey Methods
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Build Your CX Team
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Customer Journey Mapping
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Creating a CX Culture
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Call Center Standards
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
Discover how New York State is transforming government services to be more user-friendly and accessible.
Find information about the principles guiding New York State's approach to improving the customer experience...
Aligning teams around what matters most and keeping focus on the needs of New Yorkers.
Explore this guide about New York's responsibility to provide clear, accessible, and reliable government ser...
Learn about Critical State Service Providers (CSSPs) and the customer experience guidelines they use to help...
Office of Customer Experience Tonya Webster
Chief Customer Experience Officer
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.