IL
Illinois Senate Bill SB3469

Illinois 2023-2024 Regular Session

Illinois Senate Bill SB3469 Compare Versions

Only one version of the bill is available at this time.
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11 103RD GENERAL ASSEMBLY State of Illinois 2023 and 2024 SB3469 Introduced 2/8/2024, by Sen. Elgie R. Sims, Jr. SYNOPSIS AS INTRODUCED: 20 ILCS 5/5-735 new Amends the Departments of State Government Law of the Civil Administrative Code of Illinois. Provides that the Governor's Office of Management and Budget shall select departments to designate as high-impact service providers, whether because of a large customer base or a critical effect on those served. Requires a department designated as a high-impact service provider by the Governor's Office of Management and Budget to gather feedback from members of the public that it serves in order to allow the department to assess the quality of service the department provides and identify areas for improvement. Requires a high-impact service provider department to choose at least one program or service office, with additional programs and offices added as the department builds capabilities, to gather the required feedback by specified methods. Provides that the Governor's Office of Management and Budget shall prepare an annual report for submission to the General Assembly, shall make the report available on its website, and shall create a public-facing dashboard that summarizes feedback received and the performance metrics by department. Effective immediately. LRB103 35704 AWJ 65780 b A BILL FOR 103RD GENERAL ASSEMBLY State of Illinois 2023 and 2024 SB3469 Introduced 2/8/2024, by Sen. Elgie R. Sims, Jr. SYNOPSIS AS INTRODUCED: 20 ILCS 5/5-735 new 20 ILCS 5/5-735 new Amends the Departments of State Government Law of the Civil Administrative Code of Illinois. Provides that the Governor's Office of Management and Budget shall select departments to designate as high-impact service providers, whether because of a large customer base or a critical effect on those served. Requires a department designated as a high-impact service provider by the Governor's Office of Management and Budget to gather feedback from members of the public that it serves in order to allow the department to assess the quality of service the department provides and identify areas for improvement. Requires a high-impact service provider department to choose at least one program or service office, with additional programs and offices added as the department builds capabilities, to gather the required feedback by specified methods. Provides that the Governor's Office of Management and Budget shall prepare an annual report for submission to the General Assembly, shall make the report available on its website, and shall create a public-facing dashboard that summarizes feedback received and the performance metrics by department. Effective immediately. LRB103 35704 AWJ 65780 b LRB103 35704 AWJ 65780 b A BILL FOR
22 103RD GENERAL ASSEMBLY State of Illinois 2023 and 2024 SB3469 Introduced 2/8/2024, by Sen. Elgie R. Sims, Jr. SYNOPSIS AS INTRODUCED:
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55 Amends the Departments of State Government Law of the Civil Administrative Code of Illinois. Provides that the Governor's Office of Management and Budget shall select departments to designate as high-impact service providers, whether because of a large customer base or a critical effect on those served. Requires a department designated as a high-impact service provider by the Governor's Office of Management and Budget to gather feedback from members of the public that it serves in order to allow the department to assess the quality of service the department provides and identify areas for improvement. Requires a high-impact service provider department to choose at least one program or service office, with additional programs and offices added as the department builds capabilities, to gather the required feedback by specified methods. Provides that the Governor's Office of Management and Budget shall prepare an annual report for submission to the General Assembly, shall make the report available on its website, and shall create a public-facing dashboard that summarizes feedback received and the performance metrics by department. Effective immediately.
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1111 1 AN ACT concerning State government.
1212 2 Be it enacted by the People of the State of Illinois,
1313 3 represented in the General Assembly:
1414 4 Section 5. The Civil Administrative Code of Illinois is
1515 5 amended by adding Section 5-735 as follows:
1616 6 (20 ILCS 5/5-735 new)
1717 7 Sec. 5-735. Citizen feedback program.
1818 8 (a) The Governor's Office of Management and Budget shall
1919 9 select departments to designate as high-impact service
2020 10 providers. In selecting departments that it will designate as
2121 11 high-impact service providers, the Office shall consider those
2222 12 departments that have a high impact on the public, whether
2323 13 because of a large customer base or a critical effect on those
2424 14 served. A department designated as a high-impact service
2525 15 provider by the Governor's Office of Management and Budget
2626 16 shall gather feedback from members of the public that it
2727 17 serves in order to allow the department to assess the quality
2828 18 of service the department provides and identify areas for
2929 19 improvement.
3030 20 (b) A high-impact service provider department shall choose
3131 21 at least one program or service office, with additional
3232 22 programs and offices added as the department builds
3333 23 capabilities, to gather the feedback described in subsection
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4040 Amends the Departments of State Government Law of the Civil Administrative Code of Illinois. Provides that the Governor's Office of Management and Budget shall select departments to designate as high-impact service providers, whether because of a large customer base or a critical effect on those served. Requires a department designated as a high-impact service provider by the Governor's Office of Management and Budget to gather feedback from members of the public that it serves in order to allow the department to assess the quality of service the department provides and identify areas for improvement. Requires a high-impact service provider department to choose at least one program or service office, with additional programs and offices added as the department builds capabilities, to gather the required feedback by specified methods. Provides that the Governor's Office of Management and Budget shall prepare an annual report for submission to the General Assembly, shall make the report available on its website, and shall create a public-facing dashboard that summarizes feedback received and the performance metrics by department. Effective immediately.
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6868 1 (a) by:
6969 2 (1) requesting members of the public to evaluate the
7070 3 quality of the following, as applicable:
7171 4 (A) programs and services, including program and
7272 5 service satisfaction, ease of use, and effectiveness;
7373 6 (B) physical facilities, including facility
7474 7 accessibility, location, signage, and cleanliness;
7575 8 (C) staff, including staff courtesy, empathy, and
7676 9 knowledge;
7777 10 (D) communications, including toll-free telephone
7878 11 access, ability to speak to staff when needed, and the
7979 12 efficacy of any communications by mail, electronic
8080 13 mail, text message, or mobile application;
8181 14 (E) the department's website, including the ease
8282 15 of mobile access to the website, effort associated
8383 16 with interacting with the website, and success
8484 17 obtaining information and services accessible through
8585 18 the website;
8686 19 (F) complaint handling, including the ease of
8787 20 filing a complaint, timeliness of a response, and
8888 21 resolution of the complaint;
8989 22 (G) timeliness, including time required to
9090 23 successfully obtain a service or complete a
9191 24 transaction in person, by phone, by mail, or through a
9292 25 website; and
9393 26 (H) brochures or other printed information,
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104104 1 including the accessibility, accuracy, and relevance
105105 2 of the information; and
106106 3 (2) using one or more of the following methods to
107107 4 gather the feedback:
108108 5 (A) a solicited survey;
109109 6 (B) web or mobile behavioral analytics;
110110 7 (C) unstructured and structured analytics; or
111111 8 (D) any other method the department determines
112112 9 appropriate.
113113 10 (c) The Governor's Office of Management and Budget shall
114114 11 prepare an annual report that (i) contains a summary of
115115 12 feedback that high-impact service provider departments
116116 13 gathered under subsection (b) during the preceding calendar
117117 14 year and progress on the key metrics from previous year's
118118 15 feedback, (ii) identifies improvement plans to address
119119 16 deficiencies in performance, and (iii) identifies critical
120120 17 dependencies required for effective improvement of government
121121 18 experiences. The Governor's Office of Management and Budget
122122 19 shall also create a public-facing dashboard that summarizes
123123 20 feedback received and the performance metrics by department.
124124 21 On or before each July 1, the Governor's Office of
125125 22 Management and Budget shall provide an electronic copy of the
126126 23 report described in this subsection to the General Assembly
127127 24 and make the report described in this subsection available to
128128 25 the public on its website.
129129 26 Section 99. Effective date. This Act takes effect upon
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