New Jersey Assembly Bill A1033

New Jersey 2024-2025 Regular Session

• Introduced: 1/9/24
• Refer: 1/9/24

Caption

Establishes program to foster improvements in customer service in State government agencies.

Impact

If enacted, A1033 will require each State agency to develop a comprehensive customer service improvement plan by a specified deadline. These plans must include customer service standards, training programs, and annual reviews to ensure continuous improvement. By embedding customer service goals into employee performance evaluations and adjusting operational hours based on customer needs, the bill is expected to boost the efficiency and responsiveness of state agencies, ultimately improving public trust in government services.

Summary

Assembly Bill A1033 introduces a Customer Service Initiative aimed at enhancing the quality of service provided by State government agencies in New Jersey. The bill focuses on three primary components: fostering a strong service culture amongst state employees, improving customer service training, and establishing new performance metrics to measure service improvements. By following a model established in Maryland, New Jersey aims to elevate the expectations of customer service within its government framework to align more closely with the public’s needs.

Contention

While the bill aims to enhance customer service, it may face scrutiny regarding the feasibility of implementation and the training required for existing employees. Concerns may arise about the adequacy of resources allocated for this initiative, and whether the anticipated improvements will meet public expectations. Additionally, questions about the transparency of the metrics used to assess service improvements and how effectively they will be communicated to the public may also be points of contention.