Rep. Norm Thurston — Voting Record

Bill

Number

H.B. 304 (2020GS)

Sponsor

Rep. Owens, D.

Final action

Governor Signed 3/30/2020

Outcome

Became law — signed by Gov. Gary R. Herbert

Summary

What it does

• This bill:
• allows each executive branch agency to gather feedback from members of the public to assess the quality of service the agency provides and identify areas for improvement;
• addresses the permissible methods for gathering the public feedback; and
• provides for annual reporting of any public feedback.

Every vote on this bill

Bill text

CITIZEN FEEDBACK PROGRAM
GENERAL SESSION
STATE OF UTAH
Chief Sponsor: Derrin R. Owens
Senate Sponsor: 
Curtis S. Bramble
Cosponsor:
Cheryl K. Acton
LONG TITLE
General Description:
This bill enacts the Citizen Feedback Program.
Highlighted Provisions:
This bill:
▸ allows each executive branch agency to gather feedback from members of the public
to assess the quality of service the agency provides and identify areas for
improvement;
▸ addresses the permissible methods for gathering the public feedback; and
▸ provides for annual reporting of any public feedback.
Money Appropriated in this Bill:
None
Other Special Clauses:
None
Utah Code Sections Affected:
ENACTS:
63G-24-101
, Utah Code Annotated 1953
63G-24-201
, Utah Code Annotated 1953
63G-24-202
, Utah Code Annotated 1953
Be it enacted by the Legislature of the state of Utah:
Section 1. Section 
63G-24-101
 is enacted to read:
CHAPTER 24. STATE AGENCY QUALITY SERVICE ACT
Part 1. General Provisions
 63G-24-101.
Definitions.
As used in this chapter, "state agency" means an executive branch:
(1) department;
(2) division; or
(3) office.
Section 2. Section 
63G-24-201
 is enacted to read:
Part 2. Citizen Feedback Program
 63G-24-201.
Option to gather feedback.
(1) A state agency may gather feedback from members of the public whom the state
agency serves to allow the state agency to assess the quality of service the state agency provides
and identify areas for improvement.
(2) A state agency that chooses to gather the feedback described in Subsection (1)
shall:
(a) request members of the public evaluate the quality of the following, as applicable:
(i) programs and services;
(ii) facilities, including access, location, signs, and cleanliness;
(iii) staff, including staff courtesy, friendliness, and knowledge;
(iv) communications, including toll-free telephone access, ability to speak to a live
person, and the efficacy of any communications by mail, electronic mail, text message, or
mobile application;
(v) website, including the ease of access to and use of the website, mobile access to the
website, and information accessible through the website;
(vi) complaint handling, including the ease of filing a complaint and the timeliness of a
response;
(vii) timeliness, including wait times for service in person, by phone, by mail, or
through a website; and
(viii) brochures or other printed information, including the accuracy of the information;
and
(b) use one or more of the following methods to gather the feedback:
(i) a survey;
(ii) a mobile application;
(iii) a web application; or
(iv) another method the state agency determines appropriate.
Section 3. Section 
63G-24-202
 is enacted to read:
 63G-24-202.
Citizen feedback annual report.
(1) The Governor's Office of Management and Budget shall prepare an annual report
that contains a summary of any feedback that state agencies gathered in accordance with
Section 
63G-24-201
 during the preceding calendar year.
(2) On or before July 1, the Governor's Office of Management and Budget shall:
(a) provide an electronic copy of the report described in Subsection (1) to each
legislator; and
(b) make the report described in Subsection (1) accessible to the public.