HB 230 Summary

• Directs the ombudsman to develop and implement a pilot program using informed customers to anonymously observe and evaluate customer service at state agencies (excluding county agencies)

• Informed customers must evaluate initial points of contact for timeliness, helpfulness, pleasantness, knowledge, resourcefulness, and ability to address access barriers

• Program must include multiple visits to agencies through physical visits, telephone calls, or website visits, with informed customers representative of diverse populations including youth, seniors, individuals with disabilities, and those with language barriers

• Ombudsman shall analyze gathered information and provide feedback and recommendations to agencies to improve service delivery

• Ombudsman must submit a report on the pilot program to the legislature no later than 20 days before the 2014 regular session; effective July 1, 2011