Tennessee 2025-2026 Regular Session

Tennessee Senate Bill SB0867 Compare Versions

Only one version of the bill is available at this time.

Old	New	Differences
1	1
2	2	HOUSE BILL 332
3	3	By Baum
4	4
5	5	SENATE BILL 867
6	6	By Stevens
7	7
8	8
9	9	SB0867
10	10	001847
11	11	- 1 -
12	12
13	13	AN ACT to amend Tennessee Code Annotated, Title 4 and
14	14	Title 8, relative to government services.
15	15
16	16	BE IT ENACTED BY THE GENERAL ASSEMBLY OF THE STATE OF TENNESSEE:
17	17	SECTION 1. This act is known and may be cited as the "Government Serves the People
18	18	Act."
19	19	SECTION 2. Tennessee Code Annotated, Title 4, Chapter 3, Part 10, is amended by
20	20	adding the following new section:
21	21	(a) As used in this section:
22	22	(1) "Agency" means a department, agency, commission, board, or other
23	23	unit of state government;
24	24	(2) "Commissioner" means the commissioner of finance and
25	25	administration;
26	26	(3) "Government service delivery" means an action by an agency related
27	27	to providing a benefit or service to a state resident, business, or organization,
28	28	including any such action of a contractor or nonprofit organization acting on
29	29	behalf of the agency or administering a state-funded program;
30	30	(4) "Government service delivery channel" means the format or medium
31	31	of an interaction or transaction with an agency, including in-person, through the
32	32	mail, through a digital service, by telephone, through a contact center, on a
33	33	website, through outreach and communication, and through collaboration with a
34	34	third party, or through other ways in which an individual or entity significantly
35	35	interacts or engages with an agency; and
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40	40	(5) "High-impact service program" means an agency program identified
41	41	by the commissioner due to the scale and impact of the public-facing services of
42	42	the program.
43	43	(b) The commissioner shall designate a state official as the state of Tennessee
44	44	government service delivery coordinator within the department of finance and
45	45	administration whose responsibility is to coordinate government-wide efforts to improve
46	46	government service delivery by agencies. The coordinator shall:
47	47	(1) Facilitate and coordinate government-wide efforts to improve
48	48	government service delivery provided by agencies, particularly with respect to
49	49	high-impact service programs;
50	50	(2) Carry out the duties and powers prescribed by the commissioner;
51	51	(3) Serve as the coordinating, government-wide official responsible for
52	52	supporting government service delivery;
53	53	(4) Advise the commissioner concerning the improvement of government
54	54	service delivery provided by agencies;
55	55	(5) In consultation with each lead agency service delivery official and any
56	56	other agency stakeholder as appropriate, develop and oversee the
57	57	implementation of government-wide government service delivery standards,
58	58	policies, and guidelines for services and programs provided by agencies,
59	59	including standards, policies, and guidelines to:
60	60	(A) Understand the needs of an individual, business, or
61	61	organization interacting with an agency;
62	62	(B) Solicit and consider voluntary feedback on the government
63	63	service delivery by the agency;
64	64	(C) Assess government service delivery processes;
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68	68
69	69	(D) Consider the factors of ease, efficiency, transparency,
70	70	accessibility, fairness, burden, and duration, including wait and
71	71	processing times, with respect to government service delivery; and
72	72	(E) Encourage the adoption of commercial products and services
73	73	to measure and ensure holistic government service delivery channels and
74	74	customer service satisfaction and customer experience;
75	75	(6) Collect and report qualitative and quantitative information or data on
76	76	government service delivery through existing reporting mechanisms;
77	77	(7) Evaluate the quality of government service delivery, including through
78	78	the establishment of performance metrics developed using the standards,
79	79	policies, and guidelines developed pursuant to subdivision (b)(5) and the
80	80	information or data collected and reported pursuant to subdivision (b)(6);
81	81	(8) Engage with stakeholders to identify leading practices in service
82	82	design and delivery that would improve government service delivery across and
83	83	within agencies; and
84	84	(9) Coordinate with other executive agency stakeholders on government
85	85	service delivery.
86	86	(c)
87	87	(1) The commissioner shall identify each agency that must comply with
88	88	this section. Each agency that is selected shall designate an official to be
89	89	responsible for the government service delivery of the agency.
90	90	(2) The official selected in an agency shall:
91	91	(A) Possess sufficient operational authority to effectuate
92	92	implementation of government service delivery improvements within the
93	93	agency, particularly with respect to high impact service programs;
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97	97
98	98	(B) Coordinate and execute, as appropriate, under the direction of
99	99	the head of the agency, and in collaboration with relevant agency officials
100	100	as appropriate, efforts to improve and enhance the government service
101	101	delivery and government service delivery channels of the agency;
102	102	(C) At the direction of the state of Tennessee government service
103	103	delivery lead, submit an implementation plan for improving agency
104	104	government service delivery no later than one (1) year from the effective
105	105	date of this act;
106	106	(D) Coordinate the collection and reporting of the data and
107	107	information required and use such data and information to improve
108	108	government service delivery;
109	109	(E) Facilitate collaboration among and between offices, and
110	110	components within the agency and with other agencies as appropriate, in
111	111	coordination with the state of Tennessee government service delivery
112	112	coordinator, to improve and enhance government service delivery; and
113	113	(F) Assist in the incorporation of the government service delivery
114	114	requirements established under this section in agency plans, such as
115	115	strategic plans or annual performance plans.
116	116	(d) The commissioner or commissioner's designee shall provide an annual
117	117	report to the governor and the speakers of the senate and the house of representatives
118	118	on government-wide current and future efforts to improve government service delivery
119	119	by agencies.
120	120	SECTION 3. This act takes effect upon becoming a law, the public welfare requiring it.