NYS Office of Customer Experience

Chief Webster, in a red blazer, is playing a Plinko-style game at the New York State Workers’ Compensation Board booth at the New York State Fair.

🎡 On Governor’s Day at the #NYSFair, Chief Customer Experience Officer Tonya Webster visited the New York State Workers’ Compensation Board's booth!

We’re grateful for their dedication and proud to highlight the important work they’re doing to improve the #customerexperience across New York.

Abstract shark silhouette on a blue background with the text “shark week” in yellow and white. Seal of New York in the upper left corner for the New York State Office of Customer Experience.

🦈 It’s #SharkWeek and we’re diving deep into #CX!

Sure, we’re not tracking great whites off Montauk, but we are hunting for things that make government feel choppy: confusing websites, hard-to-find forms, unclear instructions.

🚨 Learn more about our work here: www.ny.gov/programs/new...

A woman smiles while sitting in a wheelchair against a yellow backdrop. Beside her, the text reads "a11y is short for accessibility" and in parentheses below, "there are 11 letters between the a and y". The New York State Office of Information Technology Services logo alongside the "a11y" tag sit below the text.

Did you know that #a11y is a commonly used shorthand for #accessibility? It also represents a community of people working to make apps, sites, and forms inclusive from the start.

We're happy to join our colleagues in celebrating 35 years of the Americans with Disabilities Act! #ADA35

The Department has a number of health dashboards, with accessible datasets, that cover a wide range of data—from global health summaries looking at infectious disease outbreaks to our own prevention agenda and topic-specific dashboards from A to Z – check it out! health.ny.gov/statistics/

When reporting discrimination, the process is the message.
The Division of Human Rights is streamlining intake, adding investigators, and building real-time support—raising the standard for a people-centered experience in New York.

🔗 Learn more about their efforts: dhr.ny.gov/news/commiss...

Wishing all New Yorkers a safe and happy #FourthofJuly!

Digital First Standards Websites that place users' needs and individual experiences above all else.

New York is transforming how government shows up online under @governor.ny.gov, putting New Yorkers first and raising the bar for #CX across the state.

🔗 The newly launched Digital First Standards are a key pillar of this evolution: www.ny.gov/new-york-exp...

A group of individuals gather in front of a projector screen displaying a Juneteenth presentation.

Last week, Chief Tonya Webster was honored to attend New York's first interagency #Juneteenth event. Marking 160 years since emancipation and honoring the legacy of Dr. Hazel Dukes, @nyscxo.bsky.social was proud to witness this powerful celebration.

Turning Customer Insights into Actions

🗣️ Let’s be honest: New Yorkers don’t sugarcoat things. And that’s how we get stuff done.

That feedback you gave? It’s showing up in faster systems, clearer answers, and fewer “why is this so hard?” moments.

🔗 See how your voice is driving real change: www.ny.gov/turning-cust...

New Yorkers: You may be eligible for a free air conditioner!

Summer is just around the corner, and our home energy assistance program can help you beat the heat and stay cool. See if you qualify: ny.gov/cool

Transforming Health Insurance Through a CX Lens

Getting #healthinsurance shouldn’t be hard.

That’s why the NY State of Health is making it easier and faster to get it with a bold review of administrative hurdles and a mobile-first redesign—delivering better #CX for New Yorkers.

🔗 Learn more about the process: www.ny.gov/transforming...

A hand holding a phone displaying a text message; instructions read "Text your county or borough to 333111 to receive real-time emergency & weather alerts" from NYS Department of Homeland Security and Emergency Services.

⚡ Heads up, New York! Storms, snow, or the unexpected—get alerts before they hit.

Get real-time emergency + weather alerts, straight to your phone. Just text your county or borough (no spaces) to 333111 📲

Learn more: www.dhses.ny.gov/emergency-al...

Conducting Effective Policy Reviews Maintaining policies that provide effective guidance and support agency success.

Clear, updated policies help government serve New Yorkers better. Regular reviews keep rules fair, compliant, and easy to follow—preventing issues before they start and improving #customerexperience.

🔗 Take a closer look at the process: www.ny.gov/new-york-exp...

Thank you!

Graphic with text "Celebrating Global Accessibility Awareness Day," icons of a raised hand and a head with a gear, and the New York State Office of Information Technology Services logo.

#DYK: Nearly 1 in 4 New Yorkers lives with a disability?

This #GAAD, the New York State Office of Information Technology Services is launching a Central Accessibility Team to build inclusive digital services! Because #accessibility isn’t a feature—it’s foundational.

Each small action—like resting, moving, creating, and connecting with nature—fits together to support your mental health. Wellness isn’t one thing. It’s many little things that work together.

➡️ Explore more ways to boost your mental health: BeWell.ny.gov

#BeWell #MentalHealthAwareness

Wishing all New York moms, grandmas, and mother figures a very happy Mother’s Day! 💐

This #PSRW, we thank New York State public servants working every day to make government more responsive, accessible, and human-centered.

We’re grateful to @governor.ny.gov Kathy Hochul for prioritizing #CX and empowering agencies and public servants to lead with empathy and innovation.

What We Talk About When We Talk About the Right Data

The right data doesn’t just inform—it transforms. And we’re using it to improve services for New Yorkers and elevate the #customerexperience.

➡️ Discover how we're driving change with data: www.ny.gov/what-we-talk...

Leia, Han, and Luke from Star Wars standing in piles of garbage and waste with the background of a trail in New York State.

Don't let our trails look like the garbage mashers on the detention level! Protect New York’s public lands for current and future generations.

#MayThe4thBeWithYou

Three Pillars of New York's CX

At @nyscxo.bsky.social, we’re reimagining what it means to serve New Yorkers.

Our #CX strategy is grounded in 3 principles:
🧰 Innovative solutions
📄 Customer-centric design
🥇 Commitment to excellence

These pillars are more than a vision—they’re shaping service delivery ⤵️
www.ny.gov/new-york-exp...

We’re proud to support @governor.ny.gov Kathy Hochul as she leads the charge for a budget that will make New York safer and more affordable.

With plans to put up to $5,000 back in your pockets, aid victims, and enhance safety, this budget is a bold step forward for all New Yorkers.

On #AdministrativeProfessionalsDay, we’re shining a spotlight on Andrew Gardner and Denise Poutre!

They keep the wheels turning and help deliver real impact for New Yorkers. Thank you both for your commitment to service and excellence—we couldn’t do this work without you!

Modern government should meet New Yorkers' expectations for any great service provider.

Under @governor.ny.gov, we are fully committed to easing every step—be it applying for benefits, scheduling appointments, or accessing digital tools.

🔗 Explore our strategy: www.ny.gov/sites/defaul...

We’re thrilled to share that Chief Customer Experience Officer Tonya Webster has been named one of CX Network’s Top 50 CX Influencers for 2025—joining an inspiring cohort of changemakers who are reimagining the future of #CX.

➡️ Check out the feature: www.cxnetwork.com/future-of-cx...

Discover the wealth of info at your Regional Clean Energy Hub! You can explore electric vehicle options, solar incentives, and exciting job training opportunities. Your hub has a team of knowledgeable, community-based organizations located in your region. on.ny.gov/3VNLVaT

At @nyscxo.bsky.social, we’re reimagining government for our people, visitors, and businesses. With @governor.ny.gov’s focus on service excellence, we’re building a greater New York—one experience at a time.

➡️ Step into our vision: www.youtube.com/watch?v=2A9U...

This #WomensHistoryMonth, we celebrate the remarkable women who have shaped #NewYork’s history and continue to drive its future.

From leaders and innovators to advocates and trailblazers, their contributions have strengthened our communities and inspired generations.

🗣 Your feedback isn’t just valuable—it’s the secret sauce that makes New York sizzle! Whether it's a quick rating or a deep-dive survey, your voice drives real improvements.

Curious about how your 🪙🪙 can make a difference?

Learn about #VOC today: www.ny.gov/new-york-exp...

Promotional image of New York State Chief Customer Experience Officer for the government keynote at Qualtrics X4 Summit.

🚀 Ready for a bold conversation on the future of government?

CCXO Tonya Webster is taking the stage at Qualtrics' #X4SLC 2025 on March 20! See how New York is redefining #CX and setting a new standard for public service.

🔗 Learn more: www.qualtrics.com/news/qualtri...