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Committee backs SB46 to centralize service‑delivery standards, with GTA asking for more time
Summary
SB46 would create a statewide service‑delivery lead (to be operated in coordination with the Georgia Technology Authority) and require agencies to report service metrics; GTA told the committee it already maintains call centers and analytics but asked for more time to align systems before full implementation.
The committee gave SB46, titled the Government Serves the People Act, a favorable report after sponsor testimony and a presentation from the Georgia Technology Authority. Sponsor (Speaker 22) framed the bill as a constituent‑service measure: the bill would designate a state service‑delivery lead to coordinate technology and best practices across agencies, develop statewide service standards, and require annual reporting of service metrics to the governor and legislature.
Cameron Fash, director of government relations at the Georgia Technology Authority, testified that GTA already runs several call centers and maintains a public analytics page (analytics.georgia.gov) that tracks website usage and accessibility metrics. He said GTA shares the committee’s focus on improving customer service but asked for additional time to align ongoing GTA efforts with the bill’s specifics. Fash estimated a minimal fiscal start cost of about $400,000 to establish a GTA‑led position and noted that a comprehensive survey engagement could cost millions; he urged a staged approach and further technical work outside the hearing room.
Lawmakers discussed effective dates and whether the bill would create new state positions or rely on existing agency staff. Sponsor (Speaker 22) said the measure was intended as a start — a central quarterback to gather data and help agencies apply best practices, not an immediate replacement of existing agency functions. Committee members raised questions about whether data collection would show the need for additional personnel in underfunded agencies and about how GTA’s current strategic planning differs from the new reporting and governance structure the bill would create.
After brief additional discussion on implementation and effective dates, the committee adopted the bill and reported it favorably as amended. The transcript records that the bill passed the committee, but a full roll‑call tally for the final do‑pass motion does not appear in the excerpt.
