Concerning agency delivery of quality customer service.

HB 2631 requires three specific state agencies - the Secretary of State, Department of Fish and Wildlife, and Office of the Insurance Commissioner - to adopt customer service standards similar to those in Governor’s Executive Order 25-06. These agencies must track service metrics, designate liaisons to coordinate with "Your Washington," create process maps for key services, and submit regular reports on customer feedback, digital accessibility, and plain language use. By mid-2026, they must develop and implement customer experience improvement plans focused on reducing service steps, shortening timelines, and enhancing digital self-service. The pilot program runs through 2029, with quarterly progress reports to be compiled by "Your Washington" for legislative review. The bill aims to expand statewide customer service improvements beyond cabinet agencies to agencies with significant public interaction.