Your Washington director Jesse Jones outlines plan to boost customer experience across state agencies

Summary

Jesse Jones, director of Your Washington, told state employees in a virtual Q&A that agency improvement plans arrive in March, the office will run pilots and focus groups, and staff can submit ideas to the office; Jones highlighted a 15,000-response staff survey and said the effort is operating with "little or no money."

Jesse Jones, director of Your Washington, outlined his priorities for improving how Washington state agencies serve residents during a virtual question-and-answer session with state employees.

Jones said he moved into state government after a long career as an investigative reporter and helped shape Executive Order 2503, which he described as a directive to coordinate customer-experience improvements across every agency. "We have no money," Jones said frankly about the office's resources, adding that the work will depend on staff collaboration and low-cost changes rather than new budget allocations. He said agencies' improvement plans are due in March, when his office will begin implementing and supporting cross-agency pilots.

Jones emphasized better interagency communication as a central goal. He described a program to collect pilots from agencies so successful efforts…

Your Washington director Jesse Jones outlines plan to boost customer experience across state agencies

Summary

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