Bill > A03273

This bill requires state agencies to systematically collect and analyze voluntary feedback from residents about their interactions with government services, with the goal of continuously improving service quality. Specifically, the governor will designate "covered agencies" that provide high-impact resident-facing services, and these agencies must develop standardized surveys within one year that ask residents about their overall satisfaction, ability to accomplish tasks, treatment by staff, service timeliness, and other relevant metrics. The feedback collection must be anonymous, voluntary, limited to one solicitation per interaction, and accessible to individuals with disabilities. Agencies are required to compile and submit biannual reports to the governor and legislature detailing the feedback received, how they used that feedback to improve services, and recommendations for further enhancements. The legislative intent emphasizes that by leveraging technology and developing customer-centered approaches, agencies can improve New Yorkers' confidence in government and more effectively fulfill their missions. The bill aims to create a systematic, data-driven approach to understanding and improving government service delivery.

Budget and Finance, Government Affairs

https://www.nysenate.gov/legislation/bills/2025/A3273