WI AB908

Secretary of Administration must designate a government service delivery coordinator to coordinate improvement efforts across executive branch agencies, with special focus on high-impact public-facing programs

Each agency head must designate a lead official responsible for service delivery improvements, who must submit an implementation plan within one year of the bill's effective date

Coordinator must develop standards, policies, and guidelines addressing customer needs assessment, public feedback collection, service process evaluation, and metrics for ease, efficiency, transparency, accessibility, fairness, and wait times

Service delivery channels covered include in-person, mail, digital services, telephone, contact centers, websites, outreach communications, and third-party collaborations

Department of Administration must submit annual reports to the governor and legislature on government-wide service delivery improvement efforts