A Customer-Centric Upgrade For California Government

Report #229, October 2015
A Customer-Centric Upgrade For California Government

Full Report

Executive Summary

Press Release

FOR IMMEDIATE RELEASE
October 22, 2015

For Additional Information Contact:
Carole D’Elia, Executive Director
(916) 445-2125

Commission Issues a Blueprint to Put Customers First and Build Confidence in California Government

California state government must transform the way it does business, the Little Hoover Commission stated Thursday in a report recommending changes to upgrade and improve state government by sharply focusing on customer needs.

The bipartisan citizens Commission, in a new report, A Customer-Centric Upgrade For California Government, contends that by changing its organizational behavior to become more customer focused the state can dramatically change the nature of its interactions with Californians. The Commission concludes that by better meeting Californians’ expectations, the state can improve the public’s trust and confidence in government.

“Imagine if interacting with state government was as seamless and convenient as paying a bill online or ordering a cup of coffee from your phone,” said Pedro Nava, Chairman of the Little Hoover Commission. “Others in the public sector around the globe and in California are showing that this vision can quickly become a reality.”

British citizens can access most government services through one Web portal. Businesses can provide direct input to government on cutting red tape via a website, emails or on Twitter. In the U.S., the federal government is getting feedback on Yelp.

“But it’s more than technology,” Chairman Nava added. “It’s about government making its number one priority to reorient around its customers’ needs and expectations. That’s especially important for the most vulnerable with the least time to spare. The Commission is calling for California’s leaders to put Californians first.”

The Commission recommends the Governor and Legislature designate a state chief customer officer to drive the state’s customer-centric strategy. It also recommends the creation of a skilled, in-house digital services team to help departments deliver services that work for Californians. Finally, the Commission offers a blueprint for agencies and departments to immediately, and relentlessly, pursue a customer-centric orientation.

“We believe these groundbreaking recommendations, once implemented, will materially help Californians get the high quality services they are entitled to receive,” said Chairman Nava.

The Little Hoover Commission is an independent state agency charged with recommending ways to improve the efficiency and effectiveness of state programs. The Commission’s recommendations are submitted to the Governor and the Legislature for their consideration and action. The report is available at www.lhc.ca.gov.

Fact Sheet

Study Description

For this study, the Commission reviewed the nature and quality of interactions between California state government and the public.

State government employees interact with the public in a vast number of ways by providing information, evaluating benefit eligibility, implementing regulations, managing public safety and fulfilling many other important roles. Some services are provided indirectly, such as monitoring environmental pollution or maintaining roads and highways. However, Californians receive many other services directly from state government. Californians interact with state government to obtain drivers licenses and register their vehicles or get the certifications necessary for their businesses or careers. Thousands spend their leisure time in one of California’s magnificent state parks, or visit one of the state’s libraries to conduct research. In hard times, they go to the state for help finding a job after being laid off or to apply for unemployment and disability benefits. 

Though the circumstances and expectations for services vary, all Californians deserve a state government that is responsive to their needs. Further, Californians and California businesses reasonably expect the services they receive from government are well-designed, efficient and generally comparable to those they receive from the private sector. 

Despite some important strides, state government too often fails to meet the expectations of Californians, creating unnecessary hassle and cost for consumers of government services and government itself. It is not surprising when surveys find that few Californians trust state government or have confidence that government spends their tax revenue wisely. To build and sustain the public’s confidence in state government it is critical for state agencies to gauge how their services meet their customers’ needs. Agencies also should sustain and focus efforts on continuing to improve the way services are delivered.

As part of its study, the Commission explored efforts to improve the delivery of public services across the United States. The Commission reviewed examples throughout government, from services in the federal government to those in cities and counties and other states. The aim was to identify strategies California might employ to improve its interactions with the public, and ultimately to improve Californians’ confidence in government. The Commission also selected several state agencies that provide services that impact the daily lives of a great number of Californians to better understand the nature and the quality of the interactions between those agencies and the people they serve.


Previous Studies

Agenda

Overview

In this report, the Commission issues a blueprint for state government to put customers first in its daily operations and culture.

During its review, the Commission found that by better meeting Californians’ expectations, the state can improve public trust and confidence in government.

The Commission recommends a customer-centric strategy at the highest levels of agencies and departments, and the creation of a digital services team to help departments deliver services that work for Californians.

Print Agenda
  • March 23
    2017
    Business Meeting
    9:00 a.m., State Capitol, Room 437, Sacramento, CA
    Business Meeting
    Agenda

    AGENDA

    Business Meeting
    Thursday, March 23, 2017, at 9:00 a.m.
    State Capitol, Room 437
    Sacramento, CA 95814
     

    1. Bruce Wilcox, Assistant Secretary, Salton Sea Policy, California Natural Resources Agency (Written Testimony)
       
    2. Christine Baker, Director, California Department of Industrial Relations (Written Testimony)
       
    3. Marybel Batjer, Secretary, Government Operations Agency (Written Testimony)
       
    4. Business Meeting Minutes from February 13 & 26, 2017
       
    5. Officer Elections
       
    6. Subcommittee Reports and Project Selection
       
    7. Implementation
       
    8. Reports from the California State Auditor’s Office
       

    Comments Submitted by Members of the Public

    Public Notice

    PUBLIC NOTICE

    FOR IMMEDIATE RELEASE
    March 13, 2017

    For Additional Information Contact:
    Carole D’Elia, Executive Director
    (916) 445-2125

    Notice of Meeting

    On Thursday, March 23, 2017, the Little Hoover Commission will hold a business meeting to hear updates on implementation from five Commission reports released in 2014, 2015 and 2016. The meeting will take place at 9 a.m. in Room 437 of the State Capitol.

    These reports include:

    Addressing the Salton Sea study will be Bruce Wilcox, Assistant Secretary for Salton Sea Policy at the California Natural Resources Agency. Discussing the underground economy study, will be Christine Baker, Director of the California Department of Industrial Relations. Regarding the civil services reform and government interactions studies, the Commission will hear from Marybel Batjer, Secretary of the Government Operations Agency. Following these updates, the Commission will conduct other business as detailed on the attached agenda.

    If you need reasonable accommodation due to a disability, please contact Commission Executive Director Carole D’Elia at (916) 445-2125 or littlehoover@lhc.ca.gov by Thursday, March 16, 2017.

    Video
  • January 21
    2016
    UX Showcase
    Sacramento, CA
    Event
    Agenda

    UX SHOWCASE

    Government innovators worldwide are experimenting with technology and focusing on improving user experiences (UX) to cut red tape and make programs and services better and more accessible to the public. The Commission highlights this work in its latest report, A Customer-Centric Upgrade for California Government, released in October 2015 and offered this showcase to hear directly from some of those innovators leading the change.


    Speakers

    Welcome and Showcase Presentations available for viewing on YouTube.

    Overview of Commission Recommendations

    • Carole D'Elia, Executive Director, Little Hoover Commission
       
    • David Beier, Commissioner, Little Hoover Commission
       

    Keynote: Improving Federal Government Services

    Flash Presentations: Civic Innovators

  • July 15
    2015
    Californians' Interactions with State Government
    2:30 p.m., Code for America, 155 9th Street, San Francisco, CA
    Advisory Committee Meeting
    Agenda

    AGENDA

    Advisory Committee Meeting on Californians’ Interactions with State Government
    Thursday, July 16, 2015, 2:30 - 4:30 pm
    Code for America
    155 9th Street, San Francisco, CA


    Meeting Goal: Gather input and expertise from external stakeholders about how to improve the way the state provides services, expands its portfolio of digital services, and better communicates information to meet Californians’ needs and expectations.

    2:30 – 2:40 p.m.

    Welcome and Introduction
    David Beier, Subcommittee Chair, Little Hoover Commission

    2:40 – 2:45 p.m.

    Commission Study Process and Advisory Committee Role
    Carole D’Elia, Executive Director, Little Hoover Commission

    2:45 – 4:15 p.m.

    Discussion

    • What can and should be done to make California state government more customer-centric – responsive to the needs of Californians and respectful of their time and abilities?
       
    • How can the state institutionalize a culture of customer-service?
       
    • What will it take to bridge California’s innovators and technologists with government in Sacramento?
       

    4:15 – 4:30 p.m.

    Final Comments

    There will be an opportunity for public comment at the end of the discussion. Please notify Commission staff if you would like to make a comment.

    Public Notice

    PUBLIC NOTICE

    FOR IMMEDIATE RELEASE
    July 2, 2015

    For Additional Information Contact:
    Carole D’Elia, Executive Director
    (916) 445-2125

    Notice of Meeting

    On Thursday, July 16, 2015, the Californians’ interactions with government subcommittee of the Little Hoover Commission will hold an advisory committee meeting to hear from key stakeholders about ways to make California state government more customer-centric. The discussion will center around strategies to improve the way the state provides services, expands its portfolio of digital services, and better communicates information to meet Californians’ needs and expectations. The meeting will begin at 2:30 p.m. at the Code for America headquarters located at 155 9th Street in San Francisco.

    There will be an opportunity for public comment at the end of the meeting. The Commission also encourages written comments.

    All public notices for meetings are on the Commission’s website, www.lhc.ca.gov. If you need reasonable accommodation due to a disability, please contact Commission Executive Director Carole D’Elia at (916) 445-2125 or littlehoover@lhc.ca.gov by Thursday, July 9, 2015.

  • May 28
    2015
    Californians' Interactions with State Government
    9:30 a.m., State Capitol, Room 437, Sacramento, CA
    Public Hearing
    Agenda

    AGENDA

    Public Hearing on Californians' Interactions with State Government
    Thursday, May 28, 2015, at 9:30 a.m.
    State Capitol, Room 437
    Sacramento, CA 


    Opening Remarks

    Providing Better Federal Services, Digitally

    1. Hillary Hartley, Co-Founder and Deputy Executive Director, 18F (Written Testimony)
       

    Increasing the Usefulness of California Health Information Through Open Data

    1. Michael Wilkening, Undersecretary, Program and Fiscal Affairs, California Health and Human Services Agency (Written Testimony)
       

    Improving the Visitor Experience at California’s State Parks

    1. Karl Knapp, Chief, Facilities Management Division, California Department of Parks and Recreation (Written Testimony)
       

    Improving Visitation at California Correctional Facilities

    1. Jay Virbel, Associate Director, Female Offender Programs and Services, Division of Adult Institutions, California Department of Corrections and Rehabilitation (Written Testimony)


    Improving Access to Birth, Death, Marriage and Divorce Records

    1. Jim Greene, Deputy Director, Center for Health Statistics and Informatics, California Department of Public Health (Written Testimony)
       

    Public Comments

    Public Notice

    PUBLIC NOTICE

    FOR IMMEDIATE RELEASE
    May 21, 2015

    For Additional Information Contact:
    Carole D’Elia, Executive Director
    (916) 445-2125

    Notice of Meeting

    On Thursday, May 28, 2015, the Little Hoover Commission will conduct a public hearing on Californians’ interactions with state government. The hearing will begin at 9:30 a.m. in Room 437 of the State Capitol in Sacramento.

    The Commission is reviewing the nature and quality of interactions between California state government and the public. At this hearing, the Commission will explore creative efforts to improve government services at the federal level and within California state departments and agencies.

    The Commission will first hear about 18F, the federal government’s new digital services delivery agency inside the General Services Administration. Its deputy executive director will describe the agency’s approach to solving problems at the federal level and share lessons that might help California replicate some of the program’s success. The Commission will then hear from the undersecretary of the California Health and Human Services Agency, who will explain why the agency created its open data portal and discuss how it expects the portal will contribute to Californians’ improved health and well-being. Representatives from three California state departments will describe how they are delivering services and discuss plans for improvement. The chief of the facilities management division at the California Department of Parks and Recreation will discuss the visitor experience at state parks. The associate director of female offender programs and services at the California Department of Corrections and Rehabilitation will discuss the visitation processes at California correctional facilities. Finally, the deputy director of the Center for Health Statistics and Informatics at the California Department of Public Health will discuss the process to obtain vital records.

    There will be an opportunity for public comment at the end of the hearing. The Commission also encourages written comments. Immediately following the hearing, the Commission will hold a business meeting in the legislative counsel conference room on the lower level of 925 L Street in Sacramento.

    All public notices for meetings are on the Commission’s website, www.lhc.ca.gov. If you need reasonable accommodation due to a disability, please contact Commission Executive Director Carole D’Elia at (916) 445-2125 or littlehoover@lhc.ca.gov by Thursday, May 21, 2015.

    Video
  • March 26
    2015
    Californians' Interactions with State Government
    9:30 a.m., State Capitol, Room 437, Sacramento, CA
    Public Hearing
    Agenda

    AGENDA

    Public Hearing on Californians' Interactions with State Government
    Thursday, March 26, 2015, at 9:30 a.m.
    State Capitol, Room 437
    Sacramento, CA


    Opening Remarks

    Maryland: Pioneering Data-Driven Governance

    1. Chris Rieth, GovStat Program Manager, Socrata; former Director, Office of Maryland Governor Martin O’Malley (Written Testimony)
       

    Utah: Leading the States in Digital Services

    1. David Fletcher, Chief Technology Officer, Utah Department of Technology Services (Written Testimony)
       

    Labor Perspective: Engaging State Employees

    1. Mario Guerrero, Legislative Affairs Director, Service Employees International Union Local 1000 (Written Testimony)
       
    2. Theresa Taylor, President of District Labor Council 786, Service Employees International Union Local 1000
       

    Department of Motor Vehicles: Serving the Public Through New Technologies

    1. Stephanie Dougherty, Chief of Enterprise Planning and Performance, California Department of Motor Vehicles (Written Testimony)
       
    2. Robbie Crockett, Chief of Budgets and Fiscal Analysis, California Department of Motor Vehicles


    Franchise Tax Board: A Customer-Centric Approach to Tax Collection

    1. Anne Miller, Chief of the Filing Division, Franchise Tax Board (Written Testimony)
       
    2. Carol D. Williams, Chief of the Accounts Receivable Management Division, Franchise Tax Board

    Public Comments

    Public Notice

    PUBLIC NOTICE

    FOR IMMEDIATE RELEASE
    March 20, 2015

    For Additional Information Contact:
    Carole D’Elia, Executive Director
    (916) 445-2125

    Notice of Meeting
    (Revised Witness List)

    On Thursday, March 26, 2015, the Little Hoover Commission will conduct a public hearing on Californians’ interactions with state government. The hearing will begin at 9:30 a.m. in Room 437 of the State Capitol in Sacramento.

    The Commission is reviewing the nature and quality of interactions between California state government and the public. At this hearing, the Commission will continue the conversation about how technology is changing the way the public can interact with government. The Commission will specifically explore creative efforts in other states, as well as in two California state departments, to better communicate with and provide services to the public.

    The Commission will first hear from the Govstat program manager for Socrata and former policy advisor to former Maryland Governor Martin O’Malley. He will discuss datadriven government tools and elaborate on Maryland’s leading government performance management initiatives. The Commission will then hear from the chief technology officer for the Utah Department of Technology Services. He will describe Utah’s eGovernment portfolio, as well as the governance, policies, funding and workforce strategies required to build it. The Commission also will hear from the legislative affairs director and the president of District Labor Council 786 for the Service Employees International Union Local 1000. They will discuss ways to engage state employees in improving operations and service delivery. The Commission additionally will hear from representatives from the California Department of Motor Vehicles, who will discuss the department’s portfolio of virtual services and describe key factors to these achievements. Finally, representatives from the Franchise Tax Board will discuss the department’s efforts to virtualize services and share lessons learned.

    There will be an opportunity for public comment at the end of the hearing. The Commission also encourages written comments. Immediately following the hearing, the Commission will hold a business meeting in room 175 on the first floor of 925 L Street in Sacramento. Also, the Commission will meet for its annual dinner on Wednesday, March 25, 2015, at 6 p.m. at Il Fornaio at 400 Capitol Mall in Sacramento.

    All public notices for meetings are on the Commission’s website, www.lhc.ca.gov. If you need reasonable accommodation due to a disability, please contact Commission Executive Director Carole D’Elia at (916) 445-2125 or littlehoover@lhc.ca.gov by Thursday, March 19, 2015.

    Video
  • January 22
    2015
    Californians' Interactions with State Government
    9:30 a.m., State Capitol, Room 437, Sacramento, CA
    Public Hearing
    Agenda

    AGENDA

    Public Hearing on Californians' Interactions with State Government
    Thursday, January 22, 2015, at 9:30 a.m.
    State Capitol, Room 437
    Sacramento, CA


    Opening Remarks

    Measuring Californians’ Trust in State Government

    1. Mark Baldassare, President and Chief Executive Officer, Public Policy Institute of California (Witness Testimony)
       

    Lessons in Improving Service Delivery from the Federal Reinventing Government Initiative and Beyond

    1. Bob Stone, Performance Advisor to Deputy Mayor for Budget and Innovation, City of Los Angeles (Written Testimony)
       
    2. Billy Hamilton, Executive Vice Chancellor and Chief Financial Officer, The Texas A&M University System (Written Testimony)
       

    Improving the Citizen Experience with Data and Net Technologies

    1. Cyd Harrell, UX Evangelist, Code for America (Written Testimony)
       

    Public Comments

    Public Notice

    PUBLIC NOTICE

    FOR IMMEDIATE RELEASE
    January 9, 2015

    For Additional Information Contact:
    Carole D’Elia, Executive Director
    (916) 445-2125

    Notice of Meeting

    On Thursday, January 22, 2015, the Little Hoover Commission will conduct a public hearing on Californians’ interactions with state government. The hearing will begin at 9:30 a.m. in Room 437 of the State Capitol in Sacramento.

    The Commission is reviewing the nature and quality of interactions between California state government and the public. At this hearing, the Commission will learn about the scope of the public’s distrust in government and its performance and past efforts across the country to reform government, improve service delivery and measure customer satisfaction.

    The Commission will first hear from the president and chief executive officer of the Public Policy Institute of California, who will discuss the trends of Californians’ trust in state government. The Commission will then hear from the performance advisor to the deputy mayor for budget and innovation in the City of Los Angeles. He will speak of his experience leading the federal “reinventing government” effort, and discuss lessons learned, including the use of surveys to measure and monitor public perceptions. He also will reflect on his current efforts to institute similar change in Los Angeles. The Commission also will hear from the executive vice chancellor and chief financial officer of the Texas A&M University System. He will discuss his prior work leading federal and state government reform efforts for the National, Texas and California Performance Review projects. Finally, a user experience expert with Code for America will discuss how data and new technologies can enhance communications between government and the public, as well as improve the delivery of services and ultimately civic trust.

    There will be an opportunity for public comment at the end of the hearing. The Commission also encourages written comments. Immediately following the hearing, the Commission will hold a business meeting in the Legislative Counsel Conference Room in the lower level of 925 L Street in Sacramento.

    All public notices for meetings are on the Commission’s website, www.lhc.ca.gov. If you need reasonable accommodation due to a disability, please contact Commission Executive Director Carole D’Elia at (916) 445-2125 or littlehoover@lhc.ca.gov by Thursday, January 15, 2015.

    Video
March 23
2017
Business Meeting
9:00 a.m., State Capitol, Room 437, Sacramento, CA
Business Meeting
Agenda

AGENDA

Business Meeting
Thursday, March 23, 2017, at 9:00 a.m.
State Capitol, Room 437
Sacramento, CA 95814
 

  1. Bruce Wilcox, Assistant Secretary, Salton Sea Policy, California Natural Resources Agency (Written Testimony)
     
  2. Christine Baker, Director, California Department of Industrial Relations (Written Testimony)
     
  3. Marybel Batjer, Secretary, Government Operations Agency (Written Testimony)
     
  4. Business Meeting Minutes from February 13 & 26, 2017
     
  5. Officer Elections
     
  6. Subcommittee Reports and Project Selection
     
  7. Implementation
     
  8. Reports from the California State Auditor’s Office
     

Comments Submitted by Members of the Public

Public Notice

PUBLIC NOTICE

FOR IMMEDIATE RELEASE
March 13, 2017

For Additional Information Contact:
Carole D’Elia, Executive Director
(916) 445-2125

Notice of Meeting

On Thursday, March 23, 2017, the Little Hoover Commission will hold a business meeting to hear updates on implementation from five Commission reports released in 2014, 2015 and 2016. The meeting will take place at 9 a.m. in Room 437 of the State Capitol.

These reports include:

Addressing the Salton Sea study will be Bruce Wilcox, Assistant Secretary for Salton Sea Policy at the California Natural Resources Agency. Discussing the underground economy study, will be Christine Baker, Director of the California Department of Industrial Relations. Regarding the civil services reform and government interactions studies, the Commission will hear from Marybel Batjer, Secretary of the Government Operations Agency. Following these updates, the Commission will conduct other business as detailed on the attached agenda.

If you need reasonable accommodation due to a disability, please contact Commission Executive Director Carole D’Elia at (916) 445-2125 or littlehoover@lhc.ca.gov by Thursday, March 16, 2017.

Video
January 21
2016
UX Showcase
Sacramento, CA
Event
Agenda

UX SHOWCASE

Government innovators worldwide are experimenting with technology and focusing on improving user experiences (UX) to cut red tape and make programs and services better and more accessible to the public. The Commission highlights this work in its latest report, A Customer-Centric Upgrade for California Government, released in October 2015 and offered this showcase to hear directly from some of those innovators leading the change.


Speakers

Welcome and Showcase Presentations available for viewing on YouTube.

Overview of Commission Recommendations

  • Carole D'Elia, Executive Director, Little Hoover Commission
     
  • David Beier, Commissioner, Little Hoover Commission
     

Keynote: Improving Federal Government Services

Flash Presentations: Civic Innovators

July 15
2015
Californians' Interactions with State Government
2:30 p.m., Code for America, 155 9th Street, San Francisco, CA
Advisory Committee Meeting
Agenda

AGENDA

Advisory Committee Meeting on Californians’ Interactions with State Government
Thursday, July 16, 2015, 2:30 - 4:30 pm
Code for America
155 9th Street, San Francisco, CA


Meeting Goal: Gather input and expertise from external stakeholders about how to improve the way the state provides services, expands its portfolio of digital services, and better communicates information to meet Californians’ needs and expectations.

2:30 – 2:40 p.m.

Welcome and Introduction
David Beier, Subcommittee Chair, Little Hoover Commission

2:40 – 2:45 p.m.

Commission Study Process and Advisory Committee Role
Carole D’Elia, Executive Director, Little Hoover Commission

2:45 – 4:15 p.m.

Discussion

  • What can and should be done to make California state government more customer-centric – responsive to the needs of Californians and respectful of their time and abilities?
     
  • How can the state institutionalize a culture of customer-service?
     
  • What will it take to bridge California’s innovators and technologists with government in Sacramento?
     

4:15 – 4:30 p.m.

Final Comments

There will be an opportunity for public comment at the end of the discussion. Please notify Commission staff if you would like to make a comment.

Public Notice

PUBLIC NOTICE

FOR IMMEDIATE RELEASE
July 2, 2015

For Additional Information Contact:
Carole D’Elia, Executive Director
(916) 445-2125

Notice of Meeting

On Thursday, July 16, 2015, the Californians’ interactions with government subcommittee of the Little Hoover Commission will hold an advisory committee meeting to hear from key stakeholders about ways to make California state government more customer-centric. The discussion will center around strategies to improve the way the state provides services, expands its portfolio of digital services, and better communicates information to meet Californians’ needs and expectations. The meeting will begin at 2:30 p.m. at the Code for America headquarters located at 155 9th Street in San Francisco.

There will be an opportunity for public comment at the end of the meeting. The Commission also encourages written comments.

All public notices for meetings are on the Commission’s website, www.lhc.ca.gov. If you need reasonable accommodation due to a disability, please contact Commission Executive Director Carole D’Elia at (916) 445-2125 or littlehoover@lhc.ca.gov by Thursday, July 9, 2015.

May 28
2015
Californians' Interactions with State Government
9:30 a.m., State Capitol, Room 437, Sacramento, CA
Public Hearing
Agenda

AGENDA

Public Hearing on Californians' Interactions with State Government
Thursday, May 28, 2015, at 9:30 a.m.
State Capitol, Room 437
Sacramento, CA 


Opening Remarks

Providing Better Federal Services, Digitally

  1. Hillary Hartley, Co-Founder and Deputy Executive Director, 18F (Written Testimony)
     

Increasing the Usefulness of California Health Information Through Open Data

  1. Michael Wilkening, Undersecretary, Program and Fiscal Affairs, California Health and Human Services Agency (Written Testimony)
     

Improving the Visitor Experience at California’s State Parks

  1. Karl Knapp, Chief, Facilities Management Division, California Department of Parks and Recreation (Written Testimony)
     

Improving Visitation at California Correctional Facilities

  1. Jay Virbel, Associate Director, Female Offender Programs and Services, Division of Adult Institutions, California Department of Corrections and Rehabilitation (Written Testimony)


Improving Access to Birth, Death, Marriage and Divorce Records

  1. Jim Greene, Deputy Director, Center for Health Statistics and Informatics, California Department of Public Health (Written Testimony)
     

Public Comments

Public Notice

PUBLIC NOTICE

FOR IMMEDIATE RELEASE
May 21, 2015

For Additional Information Contact:
Carole D’Elia, Executive Director
(916) 445-2125

Notice of Meeting

On Thursday, May 28, 2015, the Little Hoover Commission will conduct a public hearing on Californians’ interactions with state government. The hearing will begin at 9:30 a.m. in Room 437 of the State Capitol in Sacramento.

The Commission is reviewing the nature and quality of interactions between California state government and the public. At this hearing, the Commission will explore creative efforts to improve government services at the federal level and within California state departments and agencies.

The Commission will first hear about 18F, the federal government’s new digital services delivery agency inside the General Services Administration. Its deputy executive director will describe the agency’s approach to solving problems at the federal level and share lessons that might help California replicate some of the program’s success. The Commission will then hear from the undersecretary of the California Health and Human Services Agency, who will explain why the agency created its open data portal and discuss how it expects the portal will contribute to Californians’ improved health and well-being. Representatives from three California state departments will describe how they are delivering services and discuss plans for improvement. The chief of the facilities management division at the California Department of Parks and Recreation will discuss the visitor experience at state parks. The associate director of female offender programs and services at the California Department of Corrections and Rehabilitation will discuss the visitation processes at California correctional facilities. Finally, the deputy director of the Center for Health Statistics and Informatics at the California Department of Public Health will discuss the process to obtain vital records.

There will be an opportunity for public comment at the end of the hearing. The Commission also encourages written comments. Immediately following the hearing, the Commission will hold a business meeting in the legislative counsel conference room on the lower level of 925 L Street in Sacramento.

All public notices for meetings are on the Commission’s website, www.lhc.ca.gov. If you need reasonable accommodation due to a disability, please contact Commission Executive Director Carole D’Elia at (916) 445-2125 or littlehoover@lhc.ca.gov by Thursday, May 21, 2015.

Video
March 26
2015
Californians' Interactions with State Government
9:30 a.m., State Capitol, Room 437, Sacramento, CA
Public Hearing
Agenda

AGENDA

Public Hearing on Californians' Interactions with State Government
Thursday, March 26, 2015, at 9:30 a.m.
State Capitol, Room 437
Sacramento, CA


Opening Remarks

Maryland: Pioneering Data-Driven Governance

  1. Chris Rieth, GovStat Program Manager, Socrata; former Director, Office of Maryland Governor Martin O’Malley (Written Testimony)
     

Utah: Leading the States in Digital Services

  1. David Fletcher, Chief Technology Officer, Utah Department of Technology Services (Written Testimony)
     

Labor Perspective: Engaging State Employees

  1. Mario Guerrero, Legislative Affairs Director, Service Employees International Union Local 1000 (Written Testimony)
     
  2. Theresa Taylor, President of District Labor Council 786, Service Employees International Union Local 1000
     

Department of Motor Vehicles: Serving the Public Through New Technologies

  1. Stephanie Dougherty, Chief of Enterprise Planning and Performance, California Department of Motor Vehicles (Written Testimony)
     
  2. Robbie Crockett, Chief of Budgets and Fiscal Analysis, California Department of Motor Vehicles


Franchise Tax Board: A Customer-Centric Approach to Tax Collection

  1. Anne Miller, Chief of the Filing Division, Franchise Tax Board (Written Testimony)
     
  2. Carol D. Williams, Chief of the Accounts Receivable Management Division, Franchise Tax Board

Public Comments

Public Notice

PUBLIC NOTICE

FOR IMMEDIATE RELEASE
March 20, 2015

For Additional Information Contact:
Carole D’Elia, Executive Director
(916) 445-2125

Notice of Meeting
(Revised Witness List)

On Thursday, March 26, 2015, the Little Hoover Commission will conduct a public hearing on Californians’ interactions with state government. The hearing will begin at 9:30 a.m. in Room 437 of the State Capitol in Sacramento.

The Commission is reviewing the nature and quality of interactions between California state government and the public. At this hearing, the Commission will continue the conversation about how technology is changing the way the public can interact with government. The Commission will specifically explore creative efforts in other states, as well as in two California state departments, to better communicate with and provide services to the public.

The Commission will first hear from the Govstat program manager for Socrata and former policy advisor to former Maryland Governor Martin O’Malley. He will discuss datadriven government tools and elaborate on Maryland’s leading government performance management initiatives. The Commission will then hear from the chief technology officer for the Utah Department of Technology Services. He will describe Utah’s eGovernment portfolio, as well as the governance, policies, funding and workforce strategies required to build it. The Commission also will hear from the legislative affairs director and the president of District Labor Council 786 for the Service Employees International Union Local 1000. They will discuss ways to engage state employees in improving operations and service delivery. The Commission additionally will hear from representatives from the California Department of Motor Vehicles, who will discuss the department’s portfolio of virtual services and describe key factors to these achievements. Finally, representatives from the Franchise Tax Board will discuss the department’s efforts to virtualize services and share lessons learned.

There will be an opportunity for public comment at the end of the hearing. The Commission also encourages written comments. Immediately following the hearing, the Commission will hold a business meeting in room 175 on the first floor of 925 L Street in Sacramento. Also, the Commission will meet for its annual dinner on Wednesday, March 25, 2015, at 6 p.m. at Il Fornaio at 400 Capitol Mall in Sacramento.

All public notices for meetings are on the Commission’s website, www.lhc.ca.gov. If you need reasonable accommodation due to a disability, please contact Commission Executive Director Carole D’Elia at (916) 445-2125 or littlehoover@lhc.ca.gov by Thursday, March 19, 2015.

Video
January 22
2015
Californians' Interactions with State Government
9:30 a.m., State Capitol, Room 437, Sacramento, CA
Public Hearing
Agenda

AGENDA

Public Hearing on Californians' Interactions with State Government
Thursday, January 22, 2015, at 9:30 a.m.
State Capitol, Room 437
Sacramento, CA


Opening Remarks

Measuring Californians’ Trust in State Government

  1. Mark Baldassare, President and Chief Executive Officer, Public Policy Institute of California (Witness Testimony)
     

Lessons in Improving Service Delivery from the Federal Reinventing Government Initiative and Beyond

  1. Bob Stone, Performance Advisor to Deputy Mayor for Budget and Innovation, City of Los Angeles (Written Testimony)
     
  2. Billy Hamilton, Executive Vice Chancellor and Chief Financial Officer, The Texas A&M University System (Written Testimony)
     

Improving the Citizen Experience with Data and Net Technologies

  1. Cyd Harrell, UX Evangelist, Code for America (Written Testimony)
     

Public Comments

Public Notice

PUBLIC NOTICE

FOR IMMEDIATE RELEASE
January 9, 2015

For Additional Information Contact:
Carole D’Elia, Executive Director
(916) 445-2125

Notice of Meeting

On Thursday, January 22, 2015, the Little Hoover Commission will conduct a public hearing on Californians’ interactions with state government. The hearing will begin at 9:30 a.m. in Room 437 of the State Capitol in Sacramento.

The Commission is reviewing the nature and quality of interactions between California state government and the public. At this hearing, the Commission will learn about the scope of the public’s distrust in government and its performance and past efforts across the country to reform government, improve service delivery and measure customer satisfaction.

The Commission will first hear from the president and chief executive officer of the Public Policy Institute of California, who will discuss the trends of Californians’ trust in state government. The Commission will then hear from the performance advisor to the deputy mayor for budget and innovation in the City of Los Angeles. He will speak of his experience leading the federal “reinventing government” effort, and discuss lessons learned, including the use of surveys to measure and monitor public perceptions. He also will reflect on his current efforts to institute similar change in Los Angeles. The Commission also will hear from the executive vice chancellor and chief financial officer of the Texas A&M University System. He will discuss his prior work leading federal and state government reform efforts for the National, Texas and California Performance Review projects. Finally, a user experience expert with Code for America will discuss how data and new technologies can enhance communications between government and the public, as well as improve the delivery of services and ultimately civic trust.

There will be an opportunity for public comment at the end of the hearing. The Commission also encourages written comments. Immediately following the hearing, the Commission will hold a business meeting in the Legislative Counsel Conference Room in the lower level of 925 L Street in Sacramento.

All public notices for meetings are on the Commission’s website, www.lhc.ca.gov. If you need reasonable accommodation due to a disability, please contact Commission Executive Director Carole D’Elia at (916) 445-2125 or littlehoover@lhc.ca.gov by Thursday, January 15, 2015.

Video
Print Agenda
  • March 23
    2017
    Business Meeting
    9:00 a.m., State Capitol, Room 437, Sacramento, CA
    Business Meeting
    Agenda

    AGENDA

    Business Meeting
    Thursday, March 23, 2017, at 9:00 a.m.
    State Capitol, Room 437
    Sacramento, CA 95814
     

    1. Bruce Wilcox, Assistant Secretary, Salton Sea Policy, California Natural Resources Agency (Written Testimony)
       
    2. Christine Baker, Director, California Department of Industrial Relations (Written Testimony)
       
    3. Marybel Batjer, Secretary, Government Operations Agency (Written Testimony)
       
    4. Business Meeting Minutes from February 13 & 26, 2017
       
    5. Officer Elections
       
    6. Subcommittee Reports and Project Selection
       
    7. Implementation
       
    8. Reports from the California State Auditor’s Office
       

    Comments Submitted by Members of the Public

    Public Notice

    PUBLIC NOTICE

    FOR IMMEDIATE RELEASE
    March 13, 2017

    For Additional Information Contact:
    Carole D’Elia, Executive Director
    (916) 445-2125

    Notice of Meeting

    On Thursday, March 23, 2017, the Little Hoover Commission will hold a business meeting to hear updates on implementation from five Commission reports released in 2014, 2015 and 2016. The meeting will take place at 9 a.m. in Room 437 of the State Capitol.

    These reports include:

    Addressing the Salton Sea study will be Bruce Wilcox, Assistant Secretary for Salton Sea Policy at the California Natural Resources Agency. Discussing the underground economy study, will be Christine Baker, Director of the California Department of Industrial Relations. Regarding the civil services reform and government interactions studies, the Commission will hear from Marybel Batjer, Secretary of the Government Operations Agency. Following these updates, the Commission will conduct other business as detailed on the attached agenda.

    If you need reasonable accommodation due to a disability, please contact Commission Executive Director Carole D’Elia at (916) 445-2125 or littlehoover@lhc.ca.gov by Thursday, March 16, 2017.

    Video
  • January 21
    2016
    UX Showcase
    Sacramento, CA
    Event
    Agenda

    UX SHOWCASE

    Government innovators worldwide are experimenting with technology and focusing on improving user experiences (UX) to cut red tape and make programs and services better and more accessible to the public. The Commission highlights this work in its latest report, A Customer-Centric Upgrade for California Government, released in October 2015 and offered this showcase to hear directly from some of those innovators leading the change.


    Speakers

    Welcome and Showcase Presentations available for viewing on YouTube.

    Overview of Commission Recommendations

    • Carole D'Elia, Executive Director, Little Hoover Commission
       
    • David Beier, Commissioner, Little Hoover Commission
       

    Keynote: Improving Federal Government Services

    Flash Presentations: Civic Innovators

  • July 15
    2015
    Californians' Interactions with State Government
    2:30 p.m., Code for America, 155 9th Street, San Francisco, CA
    Advisory Committee Meeting
    Agenda

    AGENDA

    Advisory Committee Meeting on Californians’ Interactions with State Government
    Thursday, July 16, 2015, 2:30 - 4:30 pm
    Code for America
    155 9th Street, San Francisco, CA


    Meeting Goal: Gather input and expertise from external stakeholders about how to improve the way the state provides services, expands its portfolio of digital services, and better communicates information to meet Californians’ needs and expectations.

    2:30 – 2:40 p.m.

    Welcome and Introduction
    David Beier, Subcommittee Chair, Little Hoover Commission

    2:40 – 2:45 p.m.

    Commission Study Process and Advisory Committee Role
    Carole D’Elia, Executive Director, Little Hoover Commission

    2:45 – 4:15 p.m.

    Discussion

    • What can and should be done to make California state government more customer-centric – responsive to the needs of Californians and respectful of their time and abilities?
       
    • How can the state institutionalize a culture of customer-service?
       
    • What will it take to bridge California’s innovators and technologists with government in Sacramento?
       

    4:15 – 4:30 p.m.

    Final Comments

    There will be an opportunity for public comment at the end of the discussion. Please notify Commission staff if you would like to make a comment.

    Public Notice

    PUBLIC NOTICE

    FOR IMMEDIATE RELEASE
    July 2, 2015

    For Additional Information Contact:
    Carole D’Elia, Executive Director
    (916) 445-2125

    Notice of Meeting

    On Thursday, July 16, 2015, the Californians’ interactions with government subcommittee of the Little Hoover Commission will hold an advisory committee meeting to hear from key stakeholders about ways to make California state government more customer-centric. The discussion will center around strategies to improve the way the state provides services, expands its portfolio of digital services, and better communicates information to meet Californians’ needs and expectations. The meeting will begin at 2:30 p.m. at the Code for America headquarters located at 155 9th Street in San Francisco.

    There will be an opportunity for public comment at the end of the meeting. The Commission also encourages written comments.

    All public notices for meetings are on the Commission’s website, www.lhc.ca.gov. If you need reasonable accommodation due to a disability, please contact Commission Executive Director Carole D’Elia at (916) 445-2125 or littlehoover@lhc.ca.gov by Thursday, July 9, 2015.

  • May 28
    2015
    Californians' Interactions with State Government
    9:30 a.m., State Capitol, Room 437, Sacramento, CA
    Public Hearing
    Agenda

    AGENDA

    Public Hearing on Californians' Interactions with State Government
    Thursday, May 28, 2015, at 9:30 a.m.
    State Capitol, Room 437
    Sacramento, CA 


    Opening Remarks

    Providing Better Federal Services, Digitally

    1. Hillary Hartley, Co-Founder and Deputy Executive Director, 18F (Written Testimony)
       

    Increasing the Usefulness of California Health Information Through Open Data

    1. Michael Wilkening, Undersecretary, Program and Fiscal Affairs, California Health and Human Services Agency (Written Testimony)
       

    Improving the Visitor Experience at California’s State Parks

    1. Karl Knapp, Chief, Facilities Management Division, California Department of Parks and Recreation (Written Testimony)
       

    Improving Visitation at California Correctional Facilities

    1. Jay Virbel, Associate Director, Female Offender Programs and Services, Division of Adult Institutions, California Department of Corrections and Rehabilitation (Written Testimony)


    Improving Access to Birth, Death, Marriage and Divorce Records

    1. Jim Greene, Deputy Director, Center for Health Statistics and Informatics, California Department of Public Health (Written Testimony)
       

    Public Comments

    Public Notice

    PUBLIC NOTICE

    FOR IMMEDIATE RELEASE
    May 21, 2015

    For Additional Information Contact:
    Carole D’Elia, Executive Director
    (916) 445-2125

    Notice of Meeting

    On Thursday, May 28, 2015, the Little Hoover Commission will conduct a public hearing on Californians’ interactions with state government. The hearing will begin at 9:30 a.m. in Room 437 of the State Capitol in Sacramento.

    The Commission is reviewing the nature and quality of interactions between California state government and the public. At this hearing, the Commission will explore creative efforts to improve government services at the federal level and within California state departments and agencies.

    The Commission will first hear about 18F, the federal government’s new digital services delivery agency inside the General Services Administration. Its deputy executive director will describe the agency’s approach to solving problems at the federal level and share lessons that might help California replicate some of the program’s success. The Commission will then hear from the undersecretary of the California Health and Human Services Agency, who will explain why the agency created its open data portal and discuss how it expects the portal will contribute to Californians’ improved health and well-being. Representatives from three California state departments will describe how they are delivering services and discuss plans for improvement. The chief of the facilities management division at the California Department of Parks and Recreation will discuss the visitor experience at state parks. The associate director of female offender programs and services at the California Department of Corrections and Rehabilitation will discuss the visitation processes at California correctional facilities. Finally, the deputy director of the Center for Health Statistics and Informatics at the California Department of Public Health will discuss the process to obtain vital records.

    There will be an opportunity for public comment at the end of the hearing. The Commission also encourages written comments. Immediately following the hearing, the Commission will hold a business meeting in the legislative counsel conference room on the lower level of 925 L Street in Sacramento.

    All public notices for meetings are on the Commission’s website, www.lhc.ca.gov. If you need reasonable accommodation due to a disability, please contact Commission Executive Director Carole D’Elia at (916) 445-2125 or littlehoover@lhc.ca.gov by Thursday, May 21, 2015.

    Video
  • March 26
    2015
    Californians' Interactions with State Government
    9:30 a.m., State Capitol, Room 437, Sacramento, CA
    Public Hearing
    Agenda

    AGENDA

    Public Hearing on Californians' Interactions with State Government
    Thursday, March 26, 2015, at 9:30 a.m.
    State Capitol, Room 437
    Sacramento, CA


    Opening Remarks

    Maryland: Pioneering Data-Driven Governance

    1. Chris Rieth, GovStat Program Manager, Socrata; former Director, Office of Maryland Governor Martin O’Malley (Written Testimony)
       

    Utah: Leading the States in Digital Services

    1. David Fletcher, Chief Technology Officer, Utah Department of Technology Services (Written Testimony)
       

    Labor Perspective: Engaging State Employees

    1. Mario Guerrero, Legislative Affairs Director, Service Employees International Union Local 1000 (Written Testimony)
       
    2. Theresa Taylor, President of District Labor Council 786, Service Employees International Union Local 1000
       

    Department of Motor Vehicles: Serving the Public Through New Technologies

    1. Stephanie Dougherty, Chief of Enterprise Planning and Performance, California Department of Motor Vehicles (Written Testimony)
       
    2. Robbie Crockett, Chief of Budgets and Fiscal Analysis, California Department of Motor Vehicles


    Franchise Tax Board: A Customer-Centric Approach to Tax Collection

    1. Anne Miller, Chief of the Filing Division, Franchise Tax Board (Written Testimony)
       
    2. Carol D. Williams, Chief of the Accounts Receivable Management Division, Franchise Tax Board

    Public Comments

    Public Notice

    PUBLIC NOTICE

    FOR IMMEDIATE RELEASE
    March 20, 2015

    For Additional Information Contact:
    Carole D’Elia, Executive Director
    (916) 445-2125

    Notice of Meeting
    (Revised Witness List)

    On Thursday, March 26, 2015, the Little Hoover Commission will conduct a public hearing on Californians’ interactions with state government. The hearing will begin at 9:30 a.m. in Room 437 of the State Capitol in Sacramento.

    The Commission is reviewing the nature and quality of interactions between California state government and the public. At this hearing, the Commission will continue the conversation about how technology is changing the way the public can interact with government. The Commission will specifically explore creative efforts in other states, as well as in two California state departments, to better communicate with and provide services to the public.

    The Commission will first hear from the Govstat program manager for Socrata and former policy advisor to former Maryland Governor Martin O’Malley. He will discuss datadriven government tools and elaborate on Maryland’s leading government performance management initiatives. The Commission will then hear from the chief technology officer for the Utah Department of Technology Services. He will describe Utah’s eGovernment portfolio, as well as the governance, policies, funding and workforce strategies required to build it. The Commission also will hear from the legislative affairs director and the president of District Labor Council 786 for the Service Employees International Union Local 1000. They will discuss ways to engage state employees in improving operations and service delivery. The Commission additionally will hear from representatives from the California Department of Motor Vehicles, who will discuss the department’s portfolio of virtual services and describe key factors to these achievements. Finally, representatives from the Franchise Tax Board will discuss the department’s efforts to virtualize services and share lessons learned.

    There will be an opportunity for public comment at the end of the hearing. The Commission also encourages written comments. Immediately following the hearing, the Commission will hold a business meeting in room 175 on the first floor of 925 L Street in Sacramento. Also, the Commission will meet for its annual dinner on Wednesday, March 25, 2015, at 6 p.m. at Il Fornaio at 400 Capitol Mall in Sacramento.

    All public notices for meetings are on the Commission’s website, www.lhc.ca.gov. If you need reasonable accommodation due to a disability, please contact Commission Executive Director Carole D’Elia at (916) 445-2125 or littlehoover@lhc.ca.gov by Thursday, March 19, 2015.

    Video
  • January 22
    2015
    Californians' Interactions with State Government
    9:30 a.m., State Capitol, Room 437, Sacramento, CA
    Public Hearing
    Agenda

    AGENDA

    Public Hearing on Californians' Interactions with State Government
    Thursday, January 22, 2015, at 9:30 a.m.
    State Capitol, Room 437
    Sacramento, CA


    Opening Remarks

    Measuring Californians’ Trust in State Government

    1. Mark Baldassare, President and Chief Executive Officer, Public Policy Institute of California (Witness Testimony)
       

    Lessons in Improving Service Delivery from the Federal Reinventing Government Initiative and Beyond

    1. Bob Stone, Performance Advisor to Deputy Mayor for Budget and Innovation, City of Los Angeles (Written Testimony)
       
    2. Billy Hamilton, Executive Vice Chancellor and Chief Financial Officer, The Texas A&M University System (Written Testimony)
       

    Improving the Citizen Experience with Data and Net Technologies

    1. Cyd Harrell, UX Evangelist, Code for America (Written Testimony)
       

    Public Comments

    Public Notice

    PUBLIC NOTICE

    FOR IMMEDIATE RELEASE
    January 9, 2015

    For Additional Information Contact:
    Carole D’Elia, Executive Director
    (916) 445-2125

    Notice of Meeting

    On Thursday, January 22, 2015, the Little Hoover Commission will conduct a public hearing on Californians’ interactions with state government. The hearing will begin at 9:30 a.m. in Room 437 of the State Capitol in Sacramento.

    The Commission is reviewing the nature and quality of interactions between California state government and the public. At this hearing, the Commission will learn about the scope of the public’s distrust in government and its performance and past efforts across the country to reform government, improve service delivery and measure customer satisfaction.

    The Commission will first hear from the president and chief executive officer of the Public Policy Institute of California, who will discuss the trends of Californians’ trust in state government. The Commission will then hear from the performance advisor to the deputy mayor for budget and innovation in the City of Los Angeles. He will speak of his experience leading the federal “reinventing government” effort, and discuss lessons learned, including the use of surveys to measure and monitor public perceptions. He also will reflect on his current efforts to institute similar change in Los Angeles. The Commission also will hear from the executive vice chancellor and chief financial officer of the Texas A&M University System. He will discuss his prior work leading federal and state government reform efforts for the National, Texas and California Performance Review projects. Finally, a user experience expert with Code for America will discuss how data and new technologies can enhance communications between government and the public, as well as improve the delivery of services and ultimately civic trust.

    There will be an opportunity for public comment at the end of the hearing. The Commission also encourages written comments. Immediately following the hearing, the Commission will hold a business meeting in the Legislative Counsel Conference Room in the lower level of 925 L Street in Sacramento.

    All public notices for meetings are on the Commission’s website, www.lhc.ca.gov. If you need reasonable accommodation due to a disability, please contact Commission Executive Director Carole D’Elia at (916) 445-2125 or littlehoover@lhc.ca.gov by Thursday, January 15, 2015.

    Video
March 23
2017
Business Meeting
9:00 a.m., State Capitol, Room 437, Sacramento, CA
Business Meeting
Agenda

AGENDA

Business Meeting
Thursday, March 23, 2017, at 9:00 a.m.
State Capitol, Room 437
Sacramento, CA 95814
 

  1. Bruce Wilcox, Assistant Secretary, Salton Sea Policy, California Natural Resources Agency (Written Testimony)
     
  2. Christine Baker, Director, California Department of Industrial Relations (Written Testimony)
     
  3. Marybel Batjer, Secretary, Government Operations Agency (Written Testimony)
     
  4. Business Meeting Minutes from February 13 & 26, 2017
     
  5. Officer Elections
     
  6. Subcommittee Reports and Project Selection
     
  7. Implementation
     
  8. Reports from the California State Auditor’s Office
     

Comments Submitted by Members of the Public

Public Notice

PUBLIC NOTICE

FOR IMMEDIATE RELEASE
March 13, 2017

For Additional Information Contact:
Carole D’Elia, Executive Director
(916) 445-2125

Notice of Meeting

On Thursday, March 23, 2017, the Little Hoover Commission will hold a business meeting to hear updates on implementation from five Commission reports released in 2014, 2015 and 2016. The meeting will take place at 9 a.m. in Room 437 of the State Capitol.

These reports include:

Addressing the Salton Sea study will be Bruce Wilcox, Assistant Secretary for Salton Sea Policy at the California Natural Resources Agency. Discussing the underground economy study, will be Christine Baker, Director of the California Department of Industrial Relations. Regarding the civil services reform and government interactions studies, the Commission will hear from Marybel Batjer, Secretary of the Government Operations Agency. Following these updates, the Commission will conduct other business as detailed on the attached agenda.

If you need reasonable accommodation due to a disability, please contact Commission Executive Director Carole D’Elia at (916) 445-2125 or littlehoover@lhc.ca.gov by Thursday, March 16, 2017.

Video
January 21
2016
UX Showcase
Sacramento, CA
Event
Agenda

UX SHOWCASE

Government innovators worldwide are experimenting with technology and focusing on improving user experiences (UX) to cut red tape and make programs and services better and more accessible to the public. The Commission highlights this work in its latest report, A Customer-Centric Upgrade for California Government, released in October 2015 and offered this showcase to hear directly from some of those innovators leading the change.


Speakers

Welcome and Showcase Presentations available for viewing on YouTube.

Overview of Commission Recommendations

  • Carole D'Elia, Executive Director, Little Hoover Commission
     
  • David Beier, Commissioner, Little Hoover Commission
     

Keynote: Improving Federal Government Services

Flash Presentations: Civic Innovators

July 15
2015
Californians' Interactions with State Government
2:30 p.m., Code for America, 155 9th Street, San Francisco, CA
Advisory Committee Meeting
Agenda

AGENDA

Advisory Committee Meeting on Californians’ Interactions with State Government
Thursday, July 16, 2015, 2:30 - 4:30 pm
Code for America
155 9th Street, San Francisco, CA


Meeting Goal: Gather input and expertise from external stakeholders about how to improve the way the state provides services, expands its portfolio of digital services, and better communicates information to meet Californians’ needs and expectations.

2:30 – 2:40 p.m.

Welcome and Introduction
David Beier, Subcommittee Chair, Little Hoover Commission

2:40 – 2:45 p.m.

Commission Study Process and Advisory Committee Role
Carole D’Elia, Executive Director, Little Hoover Commission

2:45 – 4:15 p.m.

Discussion

  • What can and should be done to make California state government more customer-centric – responsive to the needs of Californians and respectful of their time and abilities?
     
  • How can the state institutionalize a culture of customer-service?
     
  • What will it take to bridge California’s innovators and technologists with government in Sacramento?
     

4:15 – 4:30 p.m.

Final Comments

There will be an opportunity for public comment at the end of the discussion. Please notify Commission staff if you would like to make a comment.

Public Notice

PUBLIC NOTICE

FOR IMMEDIATE RELEASE
July 2, 2015

For Additional Information Contact:
Carole D’Elia, Executive Director
(916) 445-2125

Notice of Meeting

On Thursday, July 16, 2015, the Californians’ interactions with government subcommittee of the Little Hoover Commission will hold an advisory committee meeting to hear from key stakeholders about ways to make California state government more customer-centric. The discussion will center around strategies to improve the way the state provides services, expands its portfolio of digital services, and better communicates information to meet Californians’ needs and expectations. The meeting will begin at 2:30 p.m. at the Code for America headquarters located at 155 9th Street in San Francisco.

There will be an opportunity for public comment at the end of the meeting. The Commission also encourages written comments.

All public notices for meetings are on the Commission’s website, www.lhc.ca.gov. If you need reasonable accommodation due to a disability, please contact Commission Executive Director Carole D’Elia at (916) 445-2125 or littlehoover@lhc.ca.gov by Thursday, July 9, 2015.

May 28
2015
Californians' Interactions with State Government
9:30 a.m., State Capitol, Room 437, Sacramento, CA
Public Hearing
Agenda

AGENDA

Public Hearing on Californians' Interactions with State Government
Thursday, May 28, 2015, at 9:30 a.m.
State Capitol, Room 437
Sacramento, CA 


Opening Remarks

Providing Better Federal Services, Digitally

  1. Hillary Hartley, Co-Founder and Deputy Executive Director, 18F (Written Testimony)
     

Increasing the Usefulness of California Health Information Through Open Data

  1. Michael Wilkening, Undersecretary, Program and Fiscal Affairs, California Health and Human Services Agency (Written Testimony)
     

Improving the Visitor Experience at California’s State Parks

  1. Karl Knapp, Chief, Facilities Management Division, California Department of Parks and Recreation (Written Testimony)
     

Improving Visitation at California Correctional Facilities

  1. Jay Virbel, Associate Director, Female Offender Programs and Services, Division of Adult Institutions, California Department of Corrections and Rehabilitation (Written Testimony)


Improving Access to Birth, Death, Marriage and Divorce Records

  1. Jim Greene, Deputy Director, Center for Health Statistics and Informatics, California Department of Public Health (Written Testimony)
     

Public Comments

Public Notice

PUBLIC NOTICE

FOR IMMEDIATE RELEASE
May 21, 2015

For Additional Information Contact:
Carole D’Elia, Executive Director
(916) 445-2125

Notice of Meeting

On Thursday, May 28, 2015, the Little Hoover Commission will conduct a public hearing on Californians’ interactions with state government. The hearing will begin at 9:30 a.m. in Room 437 of the State Capitol in Sacramento.

The Commission is reviewing the nature and quality of interactions between California state government and the public. At this hearing, the Commission will explore creative efforts to improve government services at the federal level and within California state departments and agencies.

The Commission will first hear about 18F, the federal government’s new digital services delivery agency inside the General Services Administration. Its deputy executive director will describe the agency’s approach to solving problems at the federal level and share lessons that might help California replicate some of the program’s success. The Commission will then hear from the undersecretary of the California Health and Human Services Agency, who will explain why the agency created its open data portal and discuss how it expects the portal will contribute to Californians’ improved health and well-being. Representatives from three California state departments will describe how they are delivering services and discuss plans for improvement. The chief of the facilities management division at the California Department of Parks and Recreation will discuss the visitor experience at state parks. The associate director of female offender programs and services at the California Department of Corrections and Rehabilitation will discuss the visitation processes at California correctional facilities. Finally, the deputy director of the Center for Health Statistics and Informatics at the California Department of Public Health will discuss the process to obtain vital records.

There will be an opportunity for public comment at the end of the hearing. The Commission also encourages written comments. Immediately following the hearing, the Commission will hold a business meeting in the legislative counsel conference room on the lower level of 925 L Street in Sacramento.

All public notices for meetings are on the Commission’s website, www.lhc.ca.gov. If you need reasonable accommodation due to a disability, please contact Commission Executive Director Carole D’Elia at (916) 445-2125 or littlehoover@lhc.ca.gov by Thursday, May 21, 2015.

Video
March 26
2015
Californians' Interactions with State Government
9:30 a.m., State Capitol, Room 437, Sacramento, CA
Public Hearing
Agenda

AGENDA

Public Hearing on Californians' Interactions with State Government
Thursday, March 26, 2015, at 9:30 a.m.
State Capitol, Room 437
Sacramento, CA


Opening Remarks

Maryland: Pioneering Data-Driven Governance

  1. Chris Rieth, GovStat Program Manager, Socrata; former Director, Office of Maryland Governor Martin O’Malley (Written Testimony)
     

Utah: Leading the States in Digital Services

  1. David Fletcher, Chief Technology Officer, Utah Department of Technology Services (Written Testimony)
     

Labor Perspective: Engaging State Employees

  1. Mario Guerrero, Legislative Affairs Director, Service Employees International Union Local 1000 (Written Testimony)
     
  2. Theresa Taylor, President of District Labor Council 786, Service Employees International Union Local 1000
     

Department of Motor Vehicles: Serving the Public Through New Technologies

  1. Stephanie Dougherty, Chief of Enterprise Planning and Performance, California Department of Motor Vehicles (Written Testimony)
     
  2. Robbie Crockett, Chief of Budgets and Fiscal Analysis, California Department of Motor Vehicles


Franchise Tax Board: A Customer-Centric Approach to Tax Collection

  1. Anne Miller, Chief of the Filing Division, Franchise Tax Board (Written Testimony)
     
  2. Carol D. Williams, Chief of the Accounts Receivable Management Division, Franchise Tax Board

Public Comments

Public Notice

PUBLIC NOTICE

FOR IMMEDIATE RELEASE
March 20, 2015

For Additional Information Contact:
Carole D’Elia, Executive Director
(916) 445-2125

Notice of Meeting
(Revised Witness List)

On Thursday, March 26, 2015, the Little Hoover Commission will conduct a public hearing on Californians’ interactions with state government. The hearing will begin at 9:30 a.m. in Room 437 of the State Capitol in Sacramento.

The Commission is reviewing the nature and quality of interactions between California state government and the public. At this hearing, the Commission will continue the conversation about how technology is changing the way the public can interact with government. The Commission will specifically explore creative efforts in other states, as well as in two California state departments, to better communicate with and provide services to the public.

The Commission will first hear from the Govstat program manager for Socrata and former policy advisor to former Maryland Governor Martin O’Malley. He will discuss datadriven government tools and elaborate on Maryland’s leading government performance management initiatives. The Commission will then hear from the chief technology officer for the Utah Department of Technology Services. He will describe Utah’s eGovernment portfolio, as well as the governance, policies, funding and workforce strategies required to build it. The Commission also will hear from the legislative affairs director and the president of District Labor Council 786 for the Service Employees International Union Local 1000. They will discuss ways to engage state employees in improving operations and service delivery. The Commission additionally will hear from representatives from the California Department of Motor Vehicles, who will discuss the department’s portfolio of virtual services and describe key factors to these achievements. Finally, representatives from the Franchise Tax Board will discuss the department’s efforts to virtualize services and share lessons learned.

There will be an opportunity for public comment at the end of the hearing. The Commission also encourages written comments. Immediately following the hearing, the Commission will hold a business meeting in room 175 on the first floor of 925 L Street in Sacramento. Also, the Commission will meet for its annual dinner on Wednesday, March 25, 2015, at 6 p.m. at Il Fornaio at 400 Capitol Mall in Sacramento.

All public notices for meetings are on the Commission’s website, www.lhc.ca.gov. If you need reasonable accommodation due to a disability, please contact Commission Executive Director Carole D’Elia at (916) 445-2125 or littlehoover@lhc.ca.gov by Thursday, March 19, 2015.

Video
January 22
2015
Californians' Interactions with State Government
9:30 a.m., State Capitol, Room 437, Sacramento, CA
Public Hearing
Agenda

AGENDA

Public Hearing on Californians' Interactions with State Government
Thursday, January 22, 2015, at 9:30 a.m.
State Capitol, Room 437
Sacramento, CA


Opening Remarks

Measuring Californians’ Trust in State Government

  1. Mark Baldassare, President and Chief Executive Officer, Public Policy Institute of California (Witness Testimony)
     

Lessons in Improving Service Delivery from the Federal Reinventing Government Initiative and Beyond

  1. Bob Stone, Performance Advisor to Deputy Mayor for Budget and Innovation, City of Los Angeles (Written Testimony)
     
  2. Billy Hamilton, Executive Vice Chancellor and Chief Financial Officer, The Texas A&M University System (Written Testimony)
     

Improving the Citizen Experience with Data and Net Technologies

  1. Cyd Harrell, UX Evangelist, Code for America (Written Testimony)
     

Public Comments

Public Notice

PUBLIC NOTICE

FOR IMMEDIATE RELEASE
January 9, 2015

For Additional Information Contact:
Carole D’Elia, Executive Director
(916) 445-2125

Notice of Meeting

On Thursday, January 22, 2015, the Little Hoover Commission will conduct a public hearing on Californians’ interactions with state government. The hearing will begin at 9:30 a.m. in Room 437 of the State Capitol in Sacramento.

The Commission is reviewing the nature and quality of interactions between California state government and the public. At this hearing, the Commission will learn about the scope of the public’s distrust in government and its performance and past efforts across the country to reform government, improve service delivery and measure customer satisfaction.

The Commission will first hear from the president and chief executive officer of the Public Policy Institute of California, who will discuss the trends of Californians’ trust in state government. The Commission will then hear from the performance advisor to the deputy mayor for budget and innovation in the City of Los Angeles. He will speak of his experience leading the federal “reinventing government” effort, and discuss lessons learned, including the use of surveys to measure and monitor public perceptions. He also will reflect on his current efforts to institute similar change in Los Angeles. The Commission also will hear from the executive vice chancellor and chief financial officer of the Texas A&M University System. He will discuss his prior work leading federal and state government reform efforts for the National, Texas and California Performance Review projects. Finally, a user experience expert with Code for America will discuss how data and new technologies can enhance communications between government and the public, as well as improve the delivery of services and ultimately civic trust.

There will be an opportunity for public comment at the end of the hearing. The Commission also encourages written comments. Immediately following the hearing, the Commission will hold a business meeting in the Legislative Counsel Conference Room in the lower level of 925 L Street in Sacramento.

All public notices for meetings are on the Commission’s website, www.lhc.ca.gov. If you need reasonable accommodation due to a disability, please contact Commission Executive Director Carole D’Elia at (916) 445-2125 or littlehoover@lhc.ca.gov by Thursday, January 15, 2015.

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