STAND. COM. REP. NO.  78-10

 

Honolulu, Hawaii

                , 2010

 

RE:   H.B. No. 2101

 

 

 

 

Honorable Calvin K.Y. Say

Speaker, House of Representatives

Twenty-Fifth State Legislature

Regular Session of 2010

State of Hawaii

 

Sir:

 

     Your Committee on Labor & Public Employment, to which was referred H.B. No. 2101 entitled:

 

"A BILL FOR AN ACT RELATING TO CUSTOMER SERVICE,"

 

begs leave to report as follows:

 

     The purpose of this bill is to improve customer service at state agencies by requiring the Office of the Ombudsman (Ombudsman) to develop and implement a pilot program using informed customers to investigate customer service at state agencies.

 

     The Ombudsman offered comments on this bill.

 

     While most employees and agencies of the State provide good customer service, complaints have been made regarding customer service issues by members of the public when accessing various state services.  This "secret shopper" type of pilot program is intended to provide constructive feedback on how well the public is being served by employees and agencies of the State.

 

     The Ombudsman raised concerns that this measure may be too broad which may make it difficult for the Ombudsman to complete this project in a timely manner.  Your Committee also acknowledges the Ombudsman's concerns regarding the costs and staff that would be required to implement this measure.  However, your Committee believes that this measure is a good start to improving government service in the long term and that it merits further discussion.

 

     As affirmed by the record of votes of the members of your Committee on Labor & Public Employment that is attached to this report, your Committee is in accord with the intent and purpose of H.B. No. 2101 and recommends that it pass Second Reading and be referred to the Committee on Legislative Management.

 

 

Respectfully submitted on behalf of the members of the Committee on Labor & Public Employment,

 

 

 

 

____________________________

KARL RHOADS, Chair