HI HB230

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

Informed customers shall anonymously observe and experience agency operations at initial points of contact, evaluating whether services are timely, helpful, pleasant, knowledgeable, resourceful, and accessible to diverse populations.

Program shall include multiple visits to state agencies through physical visits, telephone calls, or website visits, with informed customers representative of youth, seniors, individuals with disabilities, and individuals with language barriers.

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

Ombudsman shall report findings to the legislature no later than twenty days before the 2014 regular session; bill effective July 1, 2011.