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.
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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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.
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
CX is the perception and satisfaction that residents have when interacting with government services and agen...
Aligning teams around what matters most and keeping focus on the needs of New Yorkers.
Services are accessible, efficient, user-friendly, and responsive to the needs of the public.
Three Critical State Service Providers (CSSPs) are the initial focus of the CX Office.
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.