Assembly Commerce and Economic Development Committee Statement to Assembly, No. 4748 (October 20, 2022)

Summary

An Assembly Commerce and Economic Development Committee statement to Assembly, No. 4748, State of New Jersey, dated October 20, 2022, reporting the bill favorably. The bill requires the Business Action Center in the Department of State to establish a customer assistance metrics program to identify its strengths and weaknesses in responding to customer inquiries. The program will use a post-call survey, a live chat survey function and a follow-up assessment by email or mail. The BAC must analyze the data and report annually to the Governor and the Legislature, and the Department of State must post the report on its website homepage.

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ASSEMBLY COMMERCE AND ECONOMIC DEVELOPMENT COMMITTEE

STATEMENT TO

ASSEMBLY,
No. 4748

STATE
OF NEW JERSEY

DATED: OCTOBER
20, 2022

The Assembly Commerce and Economic Development Committee
reports favorably Assembly Bill No. 4748.

This bill requires the Business Action Center (“BAC”)
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 BAC
in responding to customer inquiries;

(2) formulate trainings or strategies to improve the
response of the BAC; 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 BAC, 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 BAC.

The bill requires the BAC to analyze the data
collected by the post-call surveys, live chat survey function, and follow-up
assessments, and report its findings and conclusions to the Governor and the
Legislature on an annual basis. The Department of State is required to post a
copy of the report in a prominent location on the homepage of its Internet
website, and annually update the website with the most recent report.

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