Government services delivery

AN ACT Relating to government services delivery improvement; and 1
adding new sections to chapter 43.105 RCW. 2
BE IT ENACTED BY THE LEGISLATURE OF THE STATE OF WASHINGTON:3
NEW SECTION. Sec. 1. SHORT TITLE. This act may be known and 4
cited as the government services delivery improvement act.5
NEW SECTION. Sec. 2. DEFINITIONS. The definitions in this 6
section apply throughout this section and sections 3 through 5 of 7
this act unless the context clearly requires otherwise.8
(1) "Government service delivery" means any action by a state 9
entity related to providing a benefit or service to a state resident, 10
business, or organization, such as a grantee or state, local, or 11
tribal entity, including any such action of a contractor or nonprofit 12
organization acting on behalf of the state entity or administering a 13
state-funded program. 14
(2) "Government service delivery channel" means the format or 15
medium of an interaction or transaction with the state government, 16
including in-person, through the mail or a digital service, by 17
telephone, through a contact center, on a website, through outreach 18
and communication, and through collaboration with a third party, or 19
S-1312.2
SENATE BILL 5751
State of Washington 69th Legislature 2025 Regular Session
By Senator Gildon
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through other ways in which an individual or entity significantly 1
interacts or engages with the state government. 2
(3) "High impact service provider" means a state entity program 3
identified by the director due to the scale and impact of the public-4
facing services of the program. 5
(4) "State entity" means any state office or activity of the 6
executive and judicial branches of state government, including state 7
agencies, departments, offices, divisions, boards, commissions, 8
institutions of higher education as defined in RCW 28B.10.016, and 9
correctional and other types of institutions owned and operated by 10
the state. 11
(5) "State-funded program" means any program or service which 12
receives at least 50 percent of its funding directly from the state.13
NEW SECTION. Sec. 3. STATE GOVERNMENT SERVICE DELIVERY LEAD. 14
The director shall designate or appoint a senior official as the 15
Washington state government service delivery lead within Washington 16
technology solutions who has the responsibility of coordinating 17
government-wide efforts to improve government service delivery by 18
state entities. The Washington state government service delivery lead 19
shall:20
(1) Facilitate and coordinate government-wide efforts to improve 21
government service delivery provided by state entities, particularly 22
with respect to high-impact service providers and programs;23
(2) Carry out the duties and powers as prescribed by the 24
director; 25
(3) Serve as the lead, government-wide official responsible for 26
supporting government service delivery; 27
(4) Advise the director concerning the improvement of government 28
service delivery provided by state entities; 29
(5) In consultation with each lead state entity service delivery 30
official and any other state entity stakeholder, as appropriate, 31
develop and oversee the implementation of government-wide government 32
service delivery standards, policies, and guidelines for services and 33
programs provided by state entities. This shall include standards, 34
policies, and guidelines to: 35
(a) Understand the needs of an individual, business, or 36
organization interacting with a state entity; 37
(b) Solicit and consider voluntary feedback on the government 38
service delivery by the state entity; 39
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(c) Assess government service delivery processes;1
(d) Consider the factors of ease, efficiency, transparency, 2
accessibility, fairness, burden, and duration, including wait and 3
processing times, with respect to government service delivery; and4
(e) Encourage the adoption of commercial products and services to 5
measure and ensure holistic government service delivery channels and 6
customer service satisfaction and customer experience;7
(6) Collect and report qualitative and quantitative information 8
or data on government service delivery through existing reporting 9
mechanisms; 10
(7) Evaluate the quality of government service delivery, 11
including through the establishment of performance metrics developed 12
using the standards, policies, and guidelines developed pursuant to 13
subsection (5) of this section and the information or data collected 14
and reported pursuant to subsection (6) of this section;15
(8) Engage with stakeholders to identify leading practices in 16
service design and delivery that would improve government service 17
delivery across and within state entities; and 18
(9) Coordinate with Washington technology solutions stakeholders 19
and other executive agency stakeholders on government service 20
delivery. 21
NEW SECTION. Sec. 4. LEAD STATE ENTITY OFFICIALS FOR GOVERNMENT 22
SERVICE DELIVERY. (1) The head of each state entity shall be 23
responsible for the government service delivery of the state entity 24
which shall, at a minimum, include improving and enhancing government 25
services to better achieve the mission of the state entity and build 26
and maintain trust, transparency, and accountability.27
(2) Not later than 180 days after the effective date of this 28
section, the head of each state entity shall designate or appoint a 29
senior official of the entity, who may be the deputy head of the 30
state entity, to implement sections 1 through 5 of this act. The 31
designee or appointee shall: 32
(a) Report directly to the head if the appointee or designee is 33
the deputy head, or to the head or deputy head of the state entity 34
for all other designees or appointees; 35
(b) Possess sufficient operational authority to effectuate the 36
implementation of government service delivery improvements within the 37
state entity, particularly for high-impact service providers;38
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(c) Coordinate and execute, as appropriate, under the direction 1
of the head of the state entity and in collaboration with relevant 2
state entity officials as appropriate, efforts to improve and enhance 3
the government service delivery and government service delivery 4
channels of the state entity; 5
(d) At the direction of the Washington state government service 6
delivery lead, submit an implementation plan for improving state 7
entity government service delivery no later than one year from the 8
effective date of this section; 9
(e) Coordinate the collection and reporting of the data and 10
information required, and use such data and information to improve 11
government service delivery; 12
(f) Facilitate collaboration among and between offices, and 13
components within the state entity and with other state entities as 14
appropriate, in coordination with the Washington state government 15
service delivery lead, to improve and enhance government service 16
delivery; and 17
(g) Assist in the incorporation of the government service 18
delivery requirements established under sections 1 through 5 of this 19
act in state entity plans, such as strategic plans or annual 20
performance plans. 21
NEW SECTION. Sec. 5. REPORTING REQUIREMENTS. The director shall 22
provide an annual report to the office of the governor, office of the 23
lieutenant governor, office of the speaker of the Washington state 24
house of representatives, office of the secretary of the senate, and 25
appropriations committees of the legislature no later than 90 days 26
before the commencement of each regular legislative session, on 27
government-wide current and future efforts to improve government 28
service delivery by state entities.29
NEW SECTION. Sec. 6. CODIFICATION. Sections 1 through 5 of this 30
act are each added to chapter 43.105 RCW.31
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