Bill > S3684

Introduced Session

The residents of the State of New Jersey expect the best possible customer service from their State government. The Statewide customer service initiative established by this bill will ensure continued improvements across all State agencies by giving our State employees the leadership, guidance, training, and the tools they need to provide excellent customer service. This bill is based on a program established in the state of Maryland. This bill requires each State agency to develop a written customer service improvement plan as well as customer service standards. The plan is required to be developed by the first day of the sixth month following the effective date of this act. The plan is required to be reviewed annually, and modified if necessary. The bill requires that the initial plan, and any subsequently modified plans, be submitted to the Office of Innovation, the Governor, and the Legislature within 30 days of completion. Additionally, this bill requires each agency to create appropriate customer service training, review, and adjust when necessary, business hours, and include customer service goals when conducting employee performance evaluations. This bill also requires that each State agency plan be reviewed annually by a panel comprised of State government officials appointed by the Governor. The bill requires the panel to report to the Governor any recommendations and customer service improvement data. The metrics used to track improvement are required to be publicly available on the website of the Department of State. In addition, this bill requires each State agency to display the Customer Service Promise prominently in State agency offices and on agency websites. Following the Customer Service Promise, the bill requires the website of each agency to provide a comment section, a customer experience survey, and the annual reports on the customer service initiative. This bill also requires each State agency to implement appropriate employee recognition and award programs. The bill requires the Governor, or the Governor's designee, to meet with employees who are agency award recipients at the State House to offer congratulations and appreciation to the employees. Finally, this bill requires the Department of State to prepare an annual report on the Customer Service Initiative, which will include a summary of customer comments, customer survey responses, and measured improvements in service delivery.

Committee Categories

Tony Bucco (R)*, 

Introduced in the Senate, Referred to Senate State Government, Wagering, Tourism & Historic Preservation Committee (on 09/30/2024)

Official Document