Department of Customer Service: establishment.

Existing law establishes in state government the Government Operations Agency, headed by the Secretary of Government Operations. The secretary is required to review the operations and evaluate the performance of each department, office, or other unit within the agency and seek to continually improve, among other things, the operating policies and the management of information systems of those entities within the agency. The agency includes, among other state government entities, the Department of General Services and the Department of Technology. This bill would establish, within the Government Operations Agency, the Department of Customer Service to be headed by a Director of Customer Service, who would be appointed by, and serve at the pleasure of, the Governor. The bill would require the director to engage the agency to promote an understanding of customer service and ensure the agency is making administrative decisions that serve customer needs. The bill would further require the director to, among other things, advise the Governor on the strategic development and management of state customer service programs, and consult with the Director of Technology, the Director of General Services, and the Director of Finance to establish customer service goals for state information technology. The bill would specifically require the director to annually report to the Director of Finance and specific committees of the Legislature regarding the cost savings achieved through improvements to customer service within the Government Operations Agency that were implemented by the department, and would further require the director to annually report on the customer service performance of the agency. The bill would require all state entities to reasonably cooperate with the requests of the director that relate to the duties of the director and the department. The bill would make related legislative findings.