Texas Senate Bill SB1727

Texas 2019 - 86th Regular

Caption

Relating to improving communication with and service delivery by state agencies.

Impact

The bill will amend Chapter 2054 of the Government Code to introduce enhanced definitions and expectations for contact centers within state agencies. This includes requirements for regular reporting on performance metrics such as service levels and wait times, which will help identify inefficiencies and drive improvements. By encouraging state agencies to explore innovative technologies for customer interactions, SB1727 seeks to modernize the way services are delivered, making them more accessible and efficient for constituents.

Summary

SB1727 aims to enhance communication and service delivery by state agencies through the establishment of a Technology Innovation Fund. This fund is specifically designed to provide grants to state agencies based on proposals that demonstrably improve public service efficiency and effectiveness. The bill mandates that a portion of the costs associated with implementing these enhancements must be borne by the state agencies receiving the grants, fostering a sense of accountability and financial responsibility. The initiative is intended to streamline processes, reduce wait times, and improve overall communication between state agencies and the public.

Contention

Despite the bill's positive intentions, there may be concerns regarding the allocation of funds and the extent of bureaucratic oversight required to ensure compliance with the proposed standards. Some stakeholders could worry about the burden this may place on state agencies, particularly in terms of administrative expenses and the implementation of remediation plans for those that do not meet defined performance metrics. Thus, a critical dialogue is likely to emerge surrounding the balance of costs, oversight, and autonomy of state agencies under the new regulations.