SB 952

This bill requires the secretary of administration and executive branch agencies to take actions related to improving government service delivery. Under the bill, “government service delivery” means an action by an agency, or by a contractor or nonprofit organization acting on the agency’s behalf or administering an agency program, to provide a benefit or service to a resident, business, or organization in this state.

The bill directs the secretary to appoint a government service delivery coordinator. Under the bill, the coordinator’s duties include coordinating agency efforts to improve government service delivery, particularly with respect to high-impact service programs; developing standards, policies, and guidelines for agencies regarding government service delivery; coordinating the collection of qualitative and quantitative information and data on government service delivery; evaluating the quality of government service delivery, including through the establishment of performance metrics; and engaging with stakeholders to identify leading practices in service design and delivery.

The bill also directs the head of each agency to designate a lead agency official to be responsible for the agency’s government service delivery improvements. The duties of the lead agency official include coordinating the agency’s improvement efforts and submitting an implementation plan; coordinating the agency’s collection of qualitative and quantitative information and data on its government service delivery; and assisting with incorporating the bill’s requirements into the agency’s strategic plans and annual performance plans.

The bill also directs the Department of Administration to provide to the governor and legislature an annual report on the government-wide efforts to improve government service delivery.