Tennessee 2025-2026 Regular Session

Tennessee House Bill HB0332 Compare Versions

Version 1 (Old)

Version 2 (New)

Old	New		Differences
1	1
2		-	SENATE BILL 867
3		-	By Stevens
	2	+	<BillNo> <Sponsor>
4	3
5	4		HOUSE BILL 332
6	5		By Baum
7	6
8	7
9	8		HB0332
10	9		001847
11	10		- 1 -
12	11
13	12		AN ACT to amend Tennessee Code Annotated, Title 4 and
14	13		Title 8, relative to government services.
15	14
16	15		BE IT ENACTED BY THE GENERAL ASSEMBLY OF THE STATE OF TENNESSEE:
17	16		SECTION 1. This act is known and may be cited as the "Government Serves the People
18	17		Act."
19	18		SECTION 2. Tennessee Code Annotated, Title 4, Chapter 3, Part 10, is amended by
20	19		adding the following new section:
21	20		(a) As used in this section:
22	21		(1) "Agency" means a department, agency, commission, board, or other
23	22		unit of state government;
24	23		(2) "Commissioner" means the commissioner of finance and
25	24		administration;
26	25		(3) "Government service delivery" means an action by an agency related
27	26		to providing a benefit or service to a state resident, business, or organization,
28	27		including any such action of a contractor or nonprofit organization acting on
29	28		behalf of the agency or administering a state-funded program;
30	29		(4) "Government service delivery channel" means the format or medium
31	30		of an interaction or transaction with an agency, including in-person, through the
32	31		mail, through a digital service, by telephone, through a contact center, on a
33	32		website, through outreach and communication, and through collaboration with a
34	33		third party, or through other ways in which an individual or entity significantly
35	34		interacts or engages with an agency; and
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40	39		(5) "High-impact service program" means an agency program identified
41	40		by the commissioner due to the scale and impact of the public-facing services of
42	41		the program.
43	42		(b) The commissioner shall designate a state official as the state of Tennessee
44	43		government service delivery coordinator within the department of finance and
45	44		administration whose responsibility is to coordinate government-wide efforts to improve
46	45		government service delivery by agencies. The coordinator shall:
47	46		(1) Facilitate and coordinate government-wide efforts to improve
48	47		government service delivery provided by agencies, particularly with respect to
49	48		high-impact service programs;
50	49		(2) Carry out the duties and powers prescribed by the commissioner;
51	50		(3) Serve as the coordinating, government-wide official responsible for
52	51		supporting government service delivery;
53	52		(4) Advise the commissioner concerning the improvement of government
54	53		service delivery provided by agencies;
55	54		(5) In consultation with each lead agency service delivery official and any
56	55		other agency stakeholder as appropriate, develop and oversee the
57	56		implementation of government-wide government service delivery standards,
58	57		policies, and guidelines for services and programs provided by agencies,
59	58		including standards, policies, and guidelines to:
60	59		(A) Understand the needs of an individual, business, or
61	60		organization interacting with an agency;
62	61		(B) Solicit and consider voluntary feedback on the government
63	62		service delivery by the agency;
64	63		(C) Assess government service delivery processes;
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69	68		(D) Consider the factors of ease, efficiency, transparency,
70	69		accessibility, fairness, burden, and duration, including wait and
71	70		processing times, with respect to government service delivery; and
72	71		(E) Encourage the adoption of commercial products and services
73	72		to measure and ensure holistic government service delivery channels and
74	73		customer service satisfaction and customer experience;
75	74		(6) Collect and report qualitative and quantitative information or data on
76	75		government service delivery through existing reporting mechanisms;
77	76		(7) Evaluate the quality of government service delivery, including through
78	77		the establishment of performance metrics developed using the standards,
79	78		policies, and guidelines developed pursuant to subdivision (b)(5) and the
80	79		information or data collected and reported pursuant to subdivision (b)(6);
81	80		(8) Engage with stakeholders to identify leading practices in service
82	81		design and delivery that would improve government service delivery across and
83	82		within agencies; and
84	83		(9) Coordinate with other executive agency stakeholders on government
85	84		service delivery.
86	85		(c)
87	86		(1) The commissioner shall identify each agency that must comply with
88	87		this section. Each agency that is selected shall designate an official to be
89	88		responsible for the government service delivery of the agency.
90	89		(2) The official selected in an agency shall:
91	90		(A) Possess sufficient operational authority to effectuate
92	91		implementation of government service delivery improvements within the
93	92		agency, particularly with respect to high impact service programs;
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98	97		(B) Coordinate and execute, as appropriate, under the direction of
99	98		the head of the agency, and in collaboration with relevant agency officials
100	99		as appropriate, efforts to improve and enhance the government service
101	100		delivery and government service delivery channels of the agency;
102	101		(C) At the direction of the state of Tennessee government service
103	102		delivery lead, submit an implementation plan for improving agency
104	103		government service delivery no later than one (1) year from the effective
105	104		date of this act;
106	105		(D) Coordinate the collection and reporting of the data and
107	106		information required and use such data and information to improve
108	107		government service delivery;
109	108		(E) Facilitate collaboration among and between offices, and
110	109		components within the agency and with other agencies as appropriate, in
111	110		coordination with the state of Tennessee government service delivery
112	111		coordinator, to improve and enhance government service delivery; and
113	112		(F) Assist in the incorporation of the government service delivery
114	113		requirements established under this section in agency plans, such as
115	114		strategic plans or annual performance plans.
116	115		(d) The commissioner or commissioner's designee shall provide an annual
117	116		report to the governor and the speakers of the senate and the house of representatives
118	117		on government-wide current and future efforts to improve government service delivery
119	118		by agencies.
120	119		SECTION 3. This act takes effect upon becoming a law, the public welfare requiring it.