Senate Commerce Committee Statement to Senate, No. 3195 — State of New Jersey (December 19, 2022)

Summary

A Senate Commerce Committee statement to the Senate on Senate Bill No. 3195, State of New Jersey, dated December 19, 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 strengths and weaknesses in responding to inquiries, formulate trainings or strategies, and assess whether improvements need more resources. The program would use a post-call survey, a live chat survey function and a follow-up assessment by email or mail. The center must report its findings annually to the Governor and the Legislature, and the Department of State must post the report on the homepage of its website.

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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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