HOUSE OF REPRESENTATIVES

H.B. NO.

230

TWENTY-SIXTH LEGISLATURE, 2011

 

STATE OF HAWAII

 

 

 

 

 

 

A BILL FOR AN ACT

 

 

RELATING TO CUSTOMER SERVICE.

 

 

BE IT ENACTED BY THE LEGISLATURE OF THE STATE OF HAWAII:

 


     SECTION 1.  (a)  Notwithstanding any law to the contrary, the ombudsman shall develop and implement a pilot program using informed customers to investigate customer service at state agencies.  The information gathered by the informed customers shall be used to improve the delivery of services by state agencies.  For purposes of this section:

     "Agency" shall have the same meaning as defined in section 96‑1, Hawaii Revised Statutes; provided that county agencies shall not be included.

     "Informed customer" means an individual who has knowledge of what a typical customer should expect relating to the receipt of state services and the experience to evaluate how state services are provided.

     (b)  The program shall:

     (1)  Use informed customers to anonymously observe and experience agency operations in relation to customer service at the initial point of contact, including whether the initial agency contact is:

         (A)  Timely;

         (B)  Helpful;

         (C)  Pleasant;

         (D)  Knowledgeable;

         (E)  Resourceful; and

         (F)  Able to adequately address potential or perceived barriers to access for services;

     (2)  Include evaluation criteria and appropriate tools for gathering information;

     (3)  Include multiple visits by informed customers to state agencies.  Visits may include physical visits, telephone calls, or website visits;

     (4)  Ensure that the informed customers are representative of the diverse customer population of state agency services, including youth, seniors, individuals with disabilities, and individuals with language barriers;

     (5)  Include an analysis of the information gathered; and

     (6)  Include feedback and recommendations to the agencies to help the agencies improve their delivery of services.

     (c)  The ombudsman shall submit a report to the legislature on the pilot program no later than twenty days prior to the convening of the 2014 regular session.

     SECTION 2.  This Act shall take effect on July 1, 2011.

 

INTRODUCED BY:

_____________________________

 

 


 


 

Report Title:

Ombudsman; Customer Service

 

Description:

Directs the ombudsman to develop and implement a pilot program using informed customers to investigate customer service at state agencies.

 

 

 

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