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Senate Commerce Committee Statement to Senate, No. 3195 (December 19, 2022)

Summary

Senate Commerce Committee Statement to Senate, No. 3195, State of New Jersey, dated December 19, 2022, reporting Senate Bill No. 3195 favorably. The bill requires the Business Action Center in the Department of State to establish a customer assistance metrics program, consisting of a post-call survey, a live chat survey function, and a follow-up assessment by email or mail depending on the customer's preference. The surveys ask about the customer's experience, difficulties encountered during the inquiry process, and how well questions and concerns were addressed. The Business Action Center is required to analyze the data and annually report its findings and conclusions to the Governor and the Legislature, and the Department of State is required to post the report on its website homepage.

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Cite this document

“Senate Commerce Committee Statement to Senate, No. 3195 (December 19, 2022).” Archived at Pandemic Darlings, https://pandemicdarlings.com/source-documents/2022-12-19-scm-s3195-s1-4afb288477/, SHA-256 e2378ab89d607d30399751d930335cc478cdeba7eab962ebb876876aa3840588.

Full text

     SENATE COMMERCE COMMITTEE

                   STATEMENT TO

                 SENATE, No. 3195

 STATE OF NEW JERSEY
                  DATED: DECEMBER 19, 2022

   The Senate Commerce Committee reports favorably Senate Bill
No. 3195.
   This bill requires the Business Action Center in the Department
of State to establish a customer assistance metrics program. The
purpose of the program is to:
   (1) identify the strengths and weaknesses of the Business Action
Center in responding to customer inquiries;
   (2) formulate trainings or strategies to improve the response of
the Business Action Center; and
   (3) assess whether recommended improvements require
additional resources and staff support.
   The program will consist of a post-call survey for customers, live
chat survey function, and a follow-up assessment via email or mail,
depending on the customer’s preference. The post-call survey, live
chat survey function, and follow-up assessment will include
questions concerning the customer's experience in utilizing the
Business Action Center, any difficulties the customer encountered
during the inquiry process, and how well the customer’s questions
and concerns were addressed by the staff at the Business Action
Center.
   The Business Action Center is required to analyze the data
collected by the post-call surveys, live chat survey function, and
follow-up assessments, and on an annual basis, report its findings
and conclusions to the Governor and the Legislature. The
Department of State is required to post a copy of the report in a
prominent location on the homepage of its website and annually
update the website with the most recent report.

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