Washington HB2631 mandates agencies to improve customer service by implementing customer experience improvement plans.
Washington HB2631 requires certain agencies to develop and implement customer experience improvement plans. These plans must include metrics for measuring customer experience, staff training on delivering exceptional customer service, and proposals for improving customer experience. The plans must be integrated into the agencies' strategic plans and aligned with the Your Washington initiative. Agencies must also report on their progress and ensure their digital services meet accessibility and usability standards.
Included in complete analysis
- Overview
- Core Provisions
- Implementation
- Impact
- Legal Framework
- Critical Issues
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