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Bill would give GTA role tracking agency customer service; lawmakers debate mission scope
Summary
Senate Bill 46 would charge the Georgia Technology Authority with setting service standards and reporting on state agencies’ customer service; lawmakers questioned whether the agency’s mission would be expanded and pressed for implementation timing.
Committee members reviewed Senate Bill 46, which would direct the Georgia Technology Authority (GTA) to establish service standards across state agencies, collect service metrics and submit annual reports to the governor and legislature.
The sponsor described the proposal as creating a ‘‘quarterback’’ role for GTA to identify best practices, measure agency call handling and hold times, and share automation or staffing improvements with smaller agencies.…
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