Bill Text: CA AB2203 | 2015-2016 | Regular Session | Introduced
Bill Title: Department of Customer Service: establishment.
Sponsorship: Partisan Bill (Democrat 1)
Status: (Failed) 2016-11-30 - From committee without further action. [AB2203 Detail]
Download: California-2015-AB2203-Introduced.html
BILL NUMBER: AB 2203 INTRODUCED
BILL TEXT
INTRODUCED BY Assembly Member Eggman
FEBRUARY 18, 2016
An act to add Chapter 11 (commencing with Section 11999) to Part 1
of Division 3 of Title 2 of the Government Code, relating to state
government.
LEGISLATIVE COUNSEL'S DIGEST
AB 2203, as introduced, Eggman. Department of Customer Service:
establishment.
Existing law establishes in state government the Government
Operations Agency, headed by the Secretary of Government Operations.
The secretary is required to review the operations and evaluate the
performance of each department, office, or other unit within the
agency and seek to continually improve, among other things, the
operating policies and the management of information systems of those
entities within the agency. The agency includes, among other state
government entities, the Department of General Services and the
Department of Technology.
This bill would establish, within the Government Operations
Agency, the Department of Customer Service to be headed by a Director
of Customer Service, who would be appointed by, and serve at the
pleasure of, the Governor. The bill would require the director to
engage the agency to promote an understanding of customer service and
ensure the agency is making administrative decisions that serve
customer needs. The bill would further require the director to, among
other things, advise the Governor on the strategic development and
management of state customer service programs, and consult with the
Director of Technology, the Director of General Services, and the
Director of Finance to establish customer service goals for state
information technology. The bill would specifically require the
director to annually report to the Director of Finance and specific
committees of the Legislature regarding the cost savings achieved
through improvements to customer service within the Government
Operations Agency that were implemented by the department, and would
further require the director to annually report on the customer
service performance of the agency. The bill would require all state
entities to reasonably cooperate with the requests of the director
that relate to the duties of the director and the department. The
bill would make related legislative findings.
Vote: majority. Appropriation: no. Fiscal committee: yes.
State-mandated local program: no.
THE PEOPLE OF THE STATE OF CALIFORNIA DO ENACT AS FOLLOWS:
SECTION 1. It is the intent of the Legislature that this act
establish a Department of Customer Service, headed by a Director of
Customer Service, that develops and implements strategies to improve
the customer service experience, in various capacities, throughout
the Government Operations Agency and state government.
SEC. 2. Chapter 11 (commencing with Section 11999) is added to
Part 1 of Division 3 of Title 2 of the Government Code, to read:
CHAPTER 11. DEPARTMENT OF CUSTOMER SERVICE
Article 1. Department of Customer Service
11999. (a) There is in state government, within the Government
Operations Agency, the Department of Customer Service.
(b) The Director of Customer Service shall serve as the head of
the Department of Customer Service and shall be appointed by, and
serve at the pleasure of, the Governor.
11999.5. For purposes of this chapter, the following terms shall
have the following meanings:
(a) "Agency" means the Government Operations Agency.
(b) "Department" means the Department of Customer Service.
(c) "Director" means the Director of Customer Service.
11999.10. The director shall engage the agency to promote an
understanding of customer service and ensure the agency is making
administrative decisions that serve customer needs.
11999.15. The director shall do all of the following:
(a) Advise the Governor on the strategic development and
management of state customer service programs.
(b) Develop and manage a customer service program within the
agency that captures both annual and transactional feedback in a
unified and standardized platform to improve an understanding of
customer service and allows the agency to take action on that data.
(c) Develop and implement the ideal customer experience for new
and existing products and services provided by the agency.
(d) Develop and manage an employee program within the agency to
capture and analyze employee feedback regarding customer service that
fosters employee retention, recruitment, engagement, and
productivity.
(e) Utilize both qualitative and quantitative customer feedback to
identify best customer service practices for the agency.
(f) Develop a mechanism to give customers of the agency the
opportunity to provide real-time feedback through the Internet,
telephone, and in-person communication.
(g) Create a strong, customer-centric culture complete with
accountability and ownership at all levels of the agency.
(h) Establish performance management and improvement processes to
ensure state customer service and state customer service systems are
efficient and effective.
(i) Consult with the Director of Technology, the Director of
General Services, and the Director of Finance to establish customer
service goals for state information technology.
(j) Develop and manage a strategy to improve the delivery of a
positive customer service experience across information technology,
human resources, and procurement functions of the agency.
(k) Improve organizational capacity in the effective management of
customer service initiatives within the agency.
(l) Consult with the Secretary of Government Operations and the
heads of entities within the agency to ensure the integration of
customer service initiatives and compliance with information
technology policies and standards for the effective management of
information technology services within the agency.
11999.20 The director shall supervise and manage the Office of
Digital Services.
11999.25. (a) On or before January 1, 2018, and annually
thereafter, the director shall transmit a written report to the
Director of Finance, in the manner directed by the Director of
Finance, the cost savings achieved through improvements to customer
service within the agency that were implemented by the department.
(b) Within 30 days of reporting to the Director of Finance as
required by subdivision (a), the department shall transmit a copy of
the report to the Joint Legislative Budget Committee, the Senate
Committee on Appropriations, the Senate Committee on Budget and
Fiscal Review, the Assembly Committee on Appropriations, and the
Assembly Committee on Budget, or any successor committee.
11999.30. The director, in consultation with the Director of
Technology, shall produce an annual customer service strategic plan
that shall guide state agencies and departments. State agencies shall
cooperate with the development of this plan.
11999.35. (a) The director shall annually prepare a written
report on the customer service performance of the agency that
includes, but is not limited to, an assessment on the progress of the
agency on all of the following:
(1) Delivering improved customer service.
(2) Reducing and avoiding costs and risks associated with the
acquisition, development, implementation, management, and operation
of information technology assets.
(3) Enhancing the security, reliability, and quality of
information technology networks, services, and systems.
(4) Improving the information technology procurement process.
(b) The director shall post the report required by subdivision (a)
on the Internet Web site of the department.
11999.40. All state entities shall reasonably cooperate with the
requests of the director that relate to the duties of the director
and the department.
