Agency customer service

AN ACT Relating to agency delivery of quality customer service; 1
adding a new chapter to Title 43 RCW; and providing an expiration 2
date. 3
BE IT ENACTED BY THE LEGISLATURE OF THE STATE OF WASHINGTON:4
NEW SECTION. Sec. 1. On September 3, 2025, the governor issued 5
Executive Order 25-06 establishing Your Washington within the office 6
of the governor to replace the former Results Washington. Under the 7
executive order, cabinet agencies are required to develop and track 8
metrics focused on delivering exceptional customer service to 9
Washingtonians and to communicate successes, failures, opportunities 10
for improvement, and solutions related to the customer experience. 11
Cabinet agencies are also required to designate a Your Washington 12
liaison and comply with assessment and reporting requirements. It is 13
the intent of the legislature to require, through a pilot project, 14
certain noncabinet agencies that have wide-ranging missions and 15
responsibilities, have direct and expansive public engagement, or are 16
responsible for delivering tangible public goods, among other direct 17
public impacts, to meet the same requirements as those described in 18
Executive Order 25-06 to expand the state's effort to improve the 19
customer experience for Washington residents regardless of whether 20
the executive order remains in effect.21
H-2711.1
HOUSE BILL 2631
State of Washington 69th Legislature 2026 Regular Session
By Representatives Richards and Nance
Read first time 01/22/26. Referred to Committee on State Government
& Tribal Relations.
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NEW SECTION. Sec. 2. The office of the secretary of state, the 1
department of fish and wildlife, and the office of the insurance 2
commissioner, shall implement sections 3 through 6 of this act as a 3
pilot project.4
NEW SECTION. Sec. 3. Covered agencies described in section 2 of 5
this act shall:6
(1) In collaboration with Your Washington, established in 7
Executive Order 25-06, develop and track metrics focused on 8
delivering exceptional customer service and communicate successes, 9
failures, opportunities for improvement, and solutions related to the 10
customer experience; 11
(2) By July 10, 2026, designate a Your Washington liaison with 12
decision-making authority and accountability for: 13
(a) Partnering with Your Washington to ensure enterprise-wide 14
coordination; 15
(b) Aligning agency service improvements with enterprise customer 16
experience and accessibility priorities; 17
(c) Submitting quarterly customer experience performance data to 18
Your Washington; and 19
(d) Ensuring customer feedback is incorporated into service 20
improvements and digital accessibility enhancements;21
(3) Work in partnership with Washington technology solutions and 22
Your Washington to ensure its customer service delivery channels meet 23
enterprise accessibility, usability, and customer experience best 24
practices and prioritize digital-first services; and25
(4) By September 8, 2026, provide Your Washington a documented 26
process and workflow map and timeline of each step of the customer 27
experience for the key services provided by the covered agency, 28
describing any existing customer experience data for each step of the 29
customer experience. 30
NEW SECTION. Sec. 4. (1) By October 8, 2026, covered agencies 31
described in section 2 of this act shall provide Your Washington, in 32
the form and manner mutually agreed upon with Your Washington, a 33
report detailing:34
(a) Customer experience metrics, meaning any existing data 35
related to the agency's delivery of customer services such as the 36
data tied to each step of delivering public services, including 37
timelines, communication, and outcomes. Data described in this 38
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section does not include the personally identifiable information of 1
individual resident service users or customers, or information deemed 2
confidential or exempt from disclosure under chapter 42.56 RCW or 3
other law; 4
(b) Information about customer feedback and complaints including 5
a description of any methods used to collect and report on customer 6
feedback and complaints, and a summary of the most common customer 7
complaints regarding the covered agency's customer service;8
(c) A description of the covered agency's delivery of digital and 9
in-person services, and identification of areas for improvement; and10
(d) Policies or practices in place to incorporate or strengthen 11
plain language writing and design principles and practices, including 12
the extent to which the covered agency's policies or practices align 13
with Executive Order 23-02 requiring the use of plain language.14
(2) Beginning April 1, 2026, covered agencies shall notify Your 15
Washington at the beginning and end of any pilot projects expected to 16
improve customer experience, including the goals and expected 17
outcomes of the pilot project and its results. 18
NEW SECTION. Sec. 5. (1) By December 7, 2026, and in 19
coordination with Your Washington created under Executive Order 20
25-06, covered agencies described in section 2 of this act shall 21
develop and begin implementing a customer experience improvement 22
plan, following a format mutually agreed upon with Your Washington, 23
that includes:24
(a) Metrics for measuring customer experience and customer 25
satisfaction, and timelines for regularly tracking and reporting on 26
the same; 27
(b) Staff training plans focused on delivering exceptional 28
customer service and using plain language consistent with state 29
guidelines; and 30
(c) A proposal, including its timeline for implementation, for 31
improving the customer experience for key services provided by the 32
agency such as reducing steps, shortening timelines, increasing 33
digital self-service, and simplifying applications or making them 34
more accessible. 35
(2) Each covered agency shall incorporate the customer experience 36
improvement plan developed under subsection (1) of this section into 37
its strategic plan and prioritize agency efforts to improve its 38
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customer service in areas where its services are most critical to the 1
public. 2
(3) After initial plans are developed and implemented, covered 3
agencies shall, in collaboration with Your Washington, update their 4
customer experience improvement plan as part of their strategic 5
planning process on an ongoing basis. Your Washington may recommend 6
and encourage specific actions when it determines that an agency's 7
progress requires improvement to meet customer needs.8
(4) Beginning March 7, 2027, and every three months thereafter 9
until March 8, 2029, covered agencies shall provide a quarterly 10
progress report to Your Washington, detailing the status of its 11
implementation of their customer experience improvement plan. By 12
March 31, 2029, and in compliance with RCW 43.01.036, Your Washington 13
shall compile the quarterly progress reports and provide an executive 14
summary to the governor and appropriate committees of the legislature 15
detailing the progress made under agency plans including 16
identification of agencies that have made the most progress each 17
year, identification of agencies most in need of improvement in 18
customer experience, and recommendations on best practices agencies 19
may implement to improve customer experience. 20
NEW SECTION. Sec. 6. As soon as practicable, covered agencies 21
described in section 2 of this act shall begin partnering with 22
Washington technology solutions to move towards a "one front door" 23
vision of state digital services accessible in a single place. All 24
covered agency websites and digital applications should prominently 25
display a standardized navigational component that provides a clear 26
pathway to WA.gov, and covered agencies shall collaborate with 27
Washington technology solutions to develop a schedule for integrating 28
their digital applications with WA.gov.29
NEW SECTION. Sec. 7. (1) Your Washington may contract with a 30
neutral third party to evaluate person-centered design and customer 31
experience measures in covered agencies described under section 2 of 32
this act.33
(2) Consistent with section 4 (1)(a) of this act, Your Washington 34
must work with covered agencies under section 2 of this act to ensure 35
that metrics are disaggregated to the extent possible, and to the 36
extent consistent with applicable law and the public policy of this 37
state, to measure the experiences of different groups of people and 38
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to identify and eliminate bias and discrimination in the delivery of 1
state programs and services. 2
NEW SECTION. Sec. 8. Sections 1 through 7 and 9 of this act 3
constitute a new chapter in Title 43 RCW.4
NEW SECTION. Sec. 9. This act expires April 1, 2029.5
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