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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. The sponsor said the intent is to improve constituent service and to do so with minimal added cost to the state; committee discussion noted the bill includes a finance provision for a lead position but no large new appropriation.
Several lawmakers asked whether the bill would change GTA’s statutory mission. One committee member said GTA’s original mission was to purchase and provide technology; the sponsor responded the bill does not change GTA’s core mission but gives it authority to lead on service metrics and resource sharing. Leader Hughley questioned why GTA’s request for more implementation time was not granted; the sponsor said meetings with GTA staff are ongoing and pledged to continue that outreach. Chairman Powell described constituent frustration with agency phone and service experiences and asked whether the bill intended to ‘‘get into the weeds’’ of service levels; the sponsor replied that the purpose is to identify where customers are not being served and to push for improvements, including after-hours options.
Supporters said the requirement for an annual report to the legislature and governor would create needed oversight, while others warned the scope could push GTA beyond its historical role and asked the sponsor to consider phased implementation or additional time for rollout. No committee vote on the bill was recorded in the transcript.
