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Wisconsin Legislature: AB908: Bill Text
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AB908: Bill Text
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2025 - 2026 LEGISLATURE
LRB-5859/1
EKL:cdc
2025 ASSEMBLY BILL 908
January 26, 2026 - Introduced by Representatives
Piwowarczyk
,
Steffen
,
Knodl
,
O'Connor
,
Nedweski
,
Maxey
,
Armstrong
,
B. Jacobson
,
Dittrich
,
Moses
and
Murphy
, cosponsored by Senators
Jacque
and
Feyen
. Referred to Committee on Consumer Protection.
AB908,1,2
1
An Act
to create
16.02 of the statutes;
relating to:
government service
2
delivery improvements.
Analysis by the Legislative Reference Bureau
This bill requires the secretary of administration and executive branch agencies to take actions related to improving government service delivery. Under the bill, “government service delivery” means an action by an agency, or by a contractor or nonprofit organization acting on the agency’s behalf or administering an agency program, to provide a benefit or service to a resident, business, or organization in this state.
The bill directs the secretary to appoint a government service delivery coordinator. Under the bill, the coordinator’s duties include coordinating agency efforts to improve government service delivery, particularly with respect to high-impact service programs; developing standards, policies, and guidelines for agencies regarding government service delivery; coordinating the collection of qualitative and quantitative information and data on government service delivery; evaluating the quality of government service delivery, including through the establishment of performance metrics; and engaging with stakeholders to identify leading practices in service design and delivery.
The bill also directs the head of each agency to designate a lead agency official to be responsible for the agency’s government service delivery improvements. The duties of the lead agency official include coordinating the agency’s improvement efforts and submitting an implementation plan; coordinating the agency’s collection of qualitative and quantitative information and data on its government service delivery; and assisting with incorporating the bill’s requirements into the agency’s strategic plans and annual performance plans.
The bill also directs the Department of Administration to provide to the governor and legislature an annual report on the government-wide efforts to improve government service delivery.
For further information see the state fiscal estimate, which will be printed as an appendix to this bill.
The people of the state of Wisconsin, represented in senate and assembly, do enact as follows:
AB908,1
1
Section
1
.
16.02 of the statutes is created to read:
AB908,2,3
2
16.02 Government service delivery improvements.
(1)
Definitions
. In
3
this section:
AB908,2,5
4
(a) “Agency” means an office, department, or independent agency in the
5
executive branch of state government.
AB908,2,9
6
(b) “Government service delivery” means an action by an agency, or by a
7
contractor or nonprofit organization acting on behalf of the agency or administering
8
an agency program, that is related to providing a benefit or service to a resident,
9
business, or organization in this state.
AB908,2,11
10
(c) “Government service delivery channel” means the format or medium of an
11
interaction with an agency, including any of the following:
AB908,2,12
12
1. In person.
AB908,2,13
13
2. Through the mail.
AB908,2,14
14
3. Through a digital service.
AB908,2,15
15
4. By telephone.
AB908,2,16
16
5. Through a contact center.
AB908,2,17
17
6. On a website.
AB908,3,1
1
7. Through outreach and communication.
AB908,3,2
2
8. Through collaboration with a 3rd party.
AB908,3,5
3
(2)
Duties of the secretary
. (a) The secretary shall designate a
4
government service delivery coordinator to coordinate efforts across agencies to
5
improve government service delivery.
AB908,3,8
6
(b) The secretary shall, after consultation with an agency head, identify the
7
agency’s programs that are determined to be high impact due to the scale and
8
impact of the program’s public-facing services.
AB908,3,11
9
(3)
Duties of government service delivery coordinator.
The
10
government service delivery coordinator designated under sub. (2) (a) shall do all of
11
the following:
AB908,3,13
12
(a) Facilitate and coordinate efforts to improve government service delivery
13
across agencies, particularly with respect to high-impact service programs.
AB908,3,15
14
(b) Serve as the coordinating official responsible for supporting government
15
service delivery across agencies.
AB908,3,17
16
(c) Advise the secretary on the government service delivery provided by
17
agencies and efforts for improvement.
AB908,3,22
18
(d) In consultation with each lead agency official designated under sub. (4)
19
and other agency stakeholders, develop and oversee the implementation of
20
government service delivery standards, policies, and guidelines for services and
21
programs provided by agencies. The standards, policies, and guidelines shall, at a
22
minimum, address all of the following topics:
AB908,3,24
23
1. Best practices for understanding the needs of an individual, business, or
24
organization interacting with an agency.
AB908,4,2
1
2. Best practices for soliciting and considering voluntary feedback provided by
2
the public regarding government service delivery.
AB908,4,3
3
3. Best practices for assessing government service delivery processes.
AB908,4,6
4
4. Considerations in evaluating the factors of ease, efficiency, transparency,
5
accessibility, fairness, burden, and duration, including wait and processing times,
6
with respect to government service delivery.
AB908,4,9
7
5. The use of commercial products and services to measure holistic
8
government service delivery channels, customer experiences, and customer service
9
satisfaction.
AB908,4,11
10
(e) Coordinate the collection of qualitative and quantitative information and
11
data on government service delivery.
AB908,4,15
12
(f) Evaluate the quality of government service delivery, including through the
13
establishment of performance metrics developed using the standards, policies, and
14
guidelines developed pursuant to par. (d) and the information and data collected
15
pursuant to par. (e).
AB908,4,17
16
(g) Engage with stakeholders to identify leading practices in service design
17
and delivery to improve government service delivery across and within agencies.
AB908,4,23
18
(4)
Duties of lead agency official
. (a) The head of each agency shall
19
designate a lead agency official to be responsible for the duties under par. (b)
20
regarding the government service delivery of the agency. The individual designated
21
shall possess sufficient operational authority to effectuate implementation of
22
government service delivery improvements within the agency, particularly with
23
respect to high impact service programs identified under sub. (2) (b).
AB908,5,2
1
(b) The duties of the lead agency official designated under par. (a) shall
2
include all of the following:
AB908,5,5
3
1. Coordinating, under the direction of the head of the agency and in
4
collaboration with relevant agency officials, efforts to improve the agency’s
5
government service delivery and government service delivery channels.
AB908,5,8
6
2. Submitting, at the direction of the government service delivery coordinator,
7
an implementation plan for improving agency government service delivery no later
8
than one year from the effective date of this paragraph .... [LRB inserts date].
AB908,5,11
9
3. Coordinating the agency’s collection of qualitative and quantitative
10
information and data on government service delivery and efforts to use the data and
11
information to improve the agency’s government service delivery.
AB908,5,15
12
4. Facilitating, in coordination with the government service delivery
13
coordinator designated under sub. (2) (a), collaboration among offices and
14
components within the agency, and across agencies, to improve and enhance
15
government service delivery.
AB908,5,18
16
5. Assisting with incorporating the government service delivery requirements
17
established under this section in agency plans, including strategic plans and
18
annual performance plans.
AB908,5,22
19
(4)
Annual report.
Annually, the secretary shall prepare a report on efforts
20
to improve government service delivery by agencies during the prior fiscal year and
21
submit the report to the governor and the chief clerk of each house of the legislature
22
for distribution to the appropriate standing committees under s. 13.172 (3).
AB908,5,23
23
(end)
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true
proposaltext
/2025/related/proposals/ab908
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