Text to be removed highlighted in red.
1 New Section; Commission to Study Management Systems and Customer Service of New Hampshire Government Agencies. Amend RSA 20-B by inserting after section 1 the following new section:
20-B:2 Commission to Study Management Systems and Customer Service of New Hampshire Government Agencies Established. There is established a commission to study management systems and customer service of New Hampshire government agencies.
I. The members of the commission shall be as follows:
(a) Two members of the house of representatives, appointed by the speaker of the house of representatives.
(b) Two members of the senate, appointed by the president of the senate.
(c) One representative of the office of the governor, appointed by the governor.
(d) The commissioner of the department of safety, or designee.
(e) The commissioner of the department of health and human services, or designee.
(f) The commissioner of the department of transportation, or designee.
(g) The commissioner of the department of administrative services, or designee.
(h) The education and training officer in the department of administrative services, division of personnel, or designee.
(i) The chief information officer of the department of information technology, or designee.
(j) A member of the public with expertise in management systems including lean state government practices, appointed by the governor.
II. Legislative members of the commission shall receive mileage at the legislative rate when attending to the duties of the commission.
III. The commission shall study the efficiency and effectiveness of management systems and both internal and external customer service provided by state agencies. The study shall include:
(a) Consideration of lean government initiatives to identify and implement the most efficient, value-added ways to provide government services.
(b) Consideration of other learning initiatives, and implementation of such learning initiatives, designed to improve the efficiency and effectiveness of customer service provided by state agencies.
(c) Development of internal and external customer satisfaction measurements and performance metrics.
(d) Development of information technology resources to improve the efficiency and effectiveness of customer service initiatives.
(e) Implementation of management systems to support improved internal and external customer systems.
(f) Examination of electronic interfaces between departments that could provide synergy in communications and provide leveraging of solutions.
(g) Development of procedures, protocols, and systems designed to break down barriers between state agencies and between the public and private sector.
(h) Examination on how integration of services can improve efficiency and service.
(i) Development of a system to continuously study and improve the workflow and standardization of services.
(j) Examination of the availability and linkage of services and delivery of programs between federal, state, and county agencies and the community.
IV. The members of the commission shall elect a chairperson from among the members. The first meeting of the commission shall be called by the first-named house member. The first meeting of the commission shall be held within 45 days of the effective date of this section. Four members of the commission shall constitute a quorum.
V. The commission shall report its findings and any recommendations for proposed legislation to the speaker of the house of representatives, the president of the senate, the house clerk, the senate clerk, the governor, and the state library on or before November 1, 2019.
2 Reference Change. Amend the title of RSA 20-B to read as follows:
CHAPTER 20-B
ORIENTATION INFORMATION FOR BOARD AND COMMISSION MEMBERS
BOARDS AND COMMISSIONS
I. Section 3 of this act shall take effect November 1, 2019.
II. The remainder of this act shall take effect upon its passage.
Text to be added highlighted in green.
1 New Section; Commission to Study Management Systems and Customer Service of New Hampshire Government Agencies. Amend RSA 20-B by inserting after section 1 the following new section:
20-B:2 Commission to Study Management Systems and Customer Service of New Hampshire Government Agencies Established. There is established a commission to study management systems and customer service of New Hampshire government agencies.
I. The members of the commission shall be as follows:
(a) Two members of the house of representatives, appointed by the speaker of the house of representatives.
(b) Two members of the senate, appointed by the president of the senate.
(c) One representative of the office of the governor, appointed by the governor.
(d) The commissioner of the department of safety, or designee.
(e) The commissioner of the department of health and human services, or designee.
(f) The commissioner of the department of transportation, or designee.
(g) The commissioner of the department of administrative services, or designee.
(h) The education and training officer in the department of administrative services, division of personnel, or designee.
(i) The chief information officer of the department of information technology, or designee.
(j) A member of the public with expertise in management systems including lean state government practices, appointed by the governor.
II. Legislative members of the commission shall receive mileage at the legislative rate when attending to the duties of the commission.
III. The commission shall study the efficiency and effectiveness of management systems and both internal and external customer service provided by state agencies. The study shall include:
(a) Consideration of lean government initiatives to identify and implement the most efficient, value-added ways to provide government services.
(b) Consideration of other learning initiatives, and implementation of such learning initiatives, designed to improve the efficiency and effectiveness of customer service provided by state agencies.
(c) Development of internal and external customer satisfaction measurements and performance metrics.
(d) Development of information technology resources to improve the efficiency and effectiveness of customer service initiatives.
(e) Implementation of management systems to support improved internal and external customer systems.
(f) Examination of electronic interfaces between departments that could provide synergy in communications and provide leveraging of solutions.
(g) Development of procedures, protocols, and systems designed to break down barriers between state agencies and between the public and private sector.
(h) Examination on how integration of services can improve efficiency and service.
(i) Development of a system to continuously study and improve the workflow and standardization of services.
(j) Examination of the availability and linkage of services and delivery of programs between federal, state, and county agencies and the community.
IV. The members of the commission shall elect a chairperson from among the members. The first meeting of the commission shall be called by the first-named house member. The first meeting of the commission shall be held within 45 days of the effective date of this section. Four members of the commission shall constitute a quorum.
V. The commission shall report its findings and any recommendations for proposed legislation to the speaker of the house of representatives, the president of the senate, the house clerk, the senate clerk, the governor, and the state library on or before November 1, 2019.
2 Reference Change. Amend the title of RSA 20-B to read as follows:
CHAPTER 20-B
BOARDS AND COMMISSIONS
I. Section 3 of this act shall take effect November 1, 2019.
II. The remainder of this act shall take effect upon its passage.