SB3469 103RD GENERAL ASSEMBLY

LRB103 35704 AWJ 65780 b

103RD GENERAL ASSEMBLY
State of Illinois
2023 and 2024
SB3469

Introduced 2/8/2024, by Sen. Elgie R. Sims, Jr.

SYNOPSIS AS INTRODUCED:

20 ILCS 5/5-735 new

Amends the Departments of State Government Law of the Civil Administrative Code of Illinois. Provides that the Governor's Office of Management and Budget shall select departments to designate as high-impact service providers, whether because of a large customer base or a critical effect on those served. Requires a department designated as a high-impact service provider by the Governor's Office of Management and Budget to gather feedback from members of the public that it serves in order to allow the department to assess the quality of service the department provides and identify areas for improvement. Requires a high-impact service provider department to choose at least one program or service office, with additional programs and offices added as the department builds capabilities, to gather the required feedback by specified methods. Provides that the Governor's Office of Management and Budget shall prepare an annual report for submission to the General Assembly, shall make the report available on its website, and shall create a public-facing dashboard that summarizes feedback received and the performance metrics by department. Effective immediately.

A BILL FOR

AN ACT concerning State government.

Be it enacted by the People of the State of Illinois, represented in the General Assembly:

Section 5. The Civil Administrative Code of Illinois is amended by adding Section 5-735 as follows:

(20 ILCS 5/5-735 new)

Sec. 5-735. Citizen feedback program.

(a) The Governor's Office of Management and Budget shall select departments to designate as high-impact service providers. In selecting departments that it will designate as high-impact service providers, the Office shall consider those departments that have a high impact on the public, whether because of a large customer base or a critical effect on those served. A department designated as a high-impact service provider by the Governor's Office of Management and Budget shall gather feedback from members of the public that it serves in order to allow the department to assess the quality of service the department provides and identify areas for improvement.

(b) A high-impact service provider department shall choose at least one program or service office, with additional programs and offices added as the department builds capabilities, to gather the feedback described in subsection (a) by:

(1) requesting members of the public to evaluate the quality of the following, as applicable:

(A) programs and services, including program and service satisfaction, ease of use, and effectiveness;

(B) physical facilities, including facility accessibility, location, signage, and cleanliness;

(C) staff, including staff courtesy, empathy, and knowledge;

(D) communications, including toll-free telephone access, ability to speak to staff when needed, and the efficacy of any communications by mail, electronic mail, text message, or mobile application;

(E) the department's website, including the ease of mobile access to the website, effort associated with interacting with the website, and success obtaining information and services accessible through the website;

(F) complaint handling, including the ease of filing a complaint, timeliness of a response, and resolution of the complaint;

(G) timeliness, including time required to successfully obtain a service or complete a transaction in person, by phone, by mail, or through a website; and

(H) brochures or other printed information, including the accessibility, accuracy, and relevance of the information; and

(2) using one or more of the following methods to gather the feedback:

(A) a solicited survey;

(B) web or mobile behavioral analytics;

(C) unstructured and structured analytics; or

(D) any other method the department determines appropriate.

(c) The Governor's Office of Management and Budget shall prepare an annual report that (i) contains a summary of feedback that high-impact service provider departments gathered under subsection (b) during the preceding calendar year and progress on the key metrics from previous year's feedback, (ii) identifies improvement plans to address deficiencies in performance, and (iii) identifies critical dependencies required for effective improvement of government experiences. The Governor's Office of Management and Budget shall also create a public-facing dashboard that summarizes feedback received and the performance metrics by department.

On or before each July 1, the Governor's Office of Management and Budget shall provide an electronic copy of the report described in this subsection to the General Assembly and make the report described in this subsection available to the public on its website.

Section 99. Effective date. This Act takes effect upon becoming law.