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7 LONG TITLE
8 General Description:
9 This bill enacts the Citizen Feedback Program.
10 Highlighted Provisions:
11 This bill:
12 ▸ allows each executive branch agency to gather feedback from members of the public
13 to assess the quality of service the agency provides and identify areas for
14 improvement;
15 ▸ addresses the permissible methods for gathering the public feedback; and
16 ▸ provides for annual reporting of any public feedback.
17 Money Appropriated in this Bill:
18 None
19 Other Special Clauses:
20 None
21 Utah Code Sections Affected:
22 ENACTS:
23 63G-24-101, Utah Code Annotated 1953
24 63G-24-201, Utah Code Annotated 1953
25 63G-24-202, Utah Code Annotated 1953
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27 Be it enacted by the Legislature of the state of Utah:
28 Section 1. Section 63G-24-101 is enacted to read:
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31 63G-24-101. Definitions.
32 As used in this chapter, "state agency" means an executive branch:
33 (1) department;
34 (2) division; or
35 (3) office.
36 Section 2. Section 63G-24-201 is enacted to read:
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38 63G-24-201. Option to gather feedback.
39 (1) A state agency may gather feedback from members of the public whom the state
40 agency serves to allow the state agency to assess the quality of service the state agency provides
41 and identify areas for improvement.
42 (2) A state agency that chooses to gather the feedback described in Subsection (1)
43 shall:
44 (a) request members of the public evaluate the quality of the following, as applicable:
45 (i) programs and services;
46 (ii) facilities, including access, location, signs, and cleanliness;
47 (iii) staff, including staff courtesy, friendliness, and knowledge;
48 (iv) communications, including toll-free telephone access, ability to speak to a live
49 person, and the efficacy of any communications by mail, electronic mail, text message, or
50 mobile application;
51 (v) website, including the ease of access to and use of the website, mobile access to the
52 website, and information accessible through the website;
53 (vi) complaint handling, including the ease of filing a complaint and the timeliness of a
54 response;
55 (vii) timeliness, including wait times for service in person, by phone, by mail, or
56 through a website; and
57 (viii) brochures or other printed information, including the accuracy of the information;
58 and
59 (b) use one or more of the following methods to gather the feedback:
60 (i) a survey;
61 (ii) a mobile application;
62 (iii) a web application; or
63 (iv) another method the state agency determines appropriate.
64 Section 3. Section 63G-24-202 is enacted to read:
65 63G-24-202. Citizen feedback annual report.
66 (1) The governor's office shall prepare an annual report that contains any feedback, in
67 aggregate, that state agencies gathered in accordance with Section 63G-24-201 during the
68 preceding calendar year.
69 (2) On or before July 1, the governor's office shall:
70 (a) provide an electronic copy of the report described in Subsection (1) to each
71 legislator; and
72 (b) make the report described in Subsection (1) accessible to the public.