New Jersey Senate Bill S3195

New Jersey 2022-2023 Regular Session

• Introduced: 10/13/22
• Refer: 10/13/22
• Report Pass: 12/19/22

Caption

Enhances customer service experience with Business Action Center in Department of State by collecting and disseminating customer assistance metrics.

Impact

The legislation will require the Business Action Center to analyze collected data and submit annual reports to both the Governor and the Legislature, thereby ensuring transparency and accountability in service delivery. These reports will focus on identifying strengths and weaknesses in the center’s operations, which will inform necessary training and resource allocation to improve service quality. Additionally, making these reports publicly available on the Department’s website promotes accessibility to information regarding the center’s performance and responsiveness.

Summary

Senate Bill S3195, introduced in New Jersey, aims to enhance the customer service experience provided by the Business Action Center within the Department of State. The bill mandates the establishment of a customer assistance metrics program designed to track and analyze customer satisfaction regarding business inquiries. This program will include various feedback tools such as a post-call survey, live chat survey, and follow-up assessments via email or mail, catering to the preferences of customers. The goal is to comprehensively understand customer experiences, the effectiveness of the services provided, and areas needing improvement.

Contention

While advocates for S3195 believe that the data-driven approach will significantly improve customer interaction with state services, some may argue about the cost and resources needed to implement the metrics program effectively. Furthermore, the bill emphasizes data collection, which could raise privacy concerns amongst customers regarding how their feedback and information are utilized. Nonetheless, the overall intent is to streamline business inquiry processes and enhance stakeholder satisfaction in dealings with the state.