This bill creates a time-limited pilot project and new administrative requirements by adding a new chapter to Title 43 RCW (chapter number not specified in the excerpt) and directs the office of the secretary of state, the department of fish and wildlife, and the office of the insurance commissioner to implement sections 3–6 of the act. The act is procedural and administrative in nature (not a criminal or penalty change), establishes reporting and coordination duties, and expires April 1, 2029. Key duties require covered agencies to work with Your Washington (established by Executive Order 25-06) and Washington technology solutions to develop and track customer service metrics, prioritize digital-first services, and pursue a “one front door” approach linking agency sites and apps to WA.gov. Each covered agency must designate a Your Washington liaison with decision-making authority by July 10, 2026; provide documented customer experience workflows by September 8, 2026; submit a report of customer experience metrics and feedback (excluding personally identifiable information and confidential records) by October 8, 2026; and develop and begin implementing a customer experience improvement plan by December 7, 2026. Agencies must notify Your Washington at the start and end of any customer-experience pilot beginning April 1, 2026, and file quarterly progress reports from March 7, 2027 through March 8, 2029. The act also directs Your Washington to compile the quarterly reports into an executive summary due March 31, 2029, to the governor and appropriate legislative committees (in compliance with RCW 43.01.036), allows Your Washington to contract with a neutral third party for evaluation, and requires disaggregation of metrics to the extent possible to identify bias and discrimination consistent with law. The bill references alignment with Executive Order 23-02 on plain language and excludes PII and records confidential under chapter 42.56 RCW. The excerpt omits the full text of Executive Orders 25-06 and 23-02, does not define “Washington technology solutions,” does not specify the new chapter number in Title 43 RCW, and leaves certain required formats and templates as “mutually agreed” with Your Washington, so those implementation details are not provided here.

If enacted, three state agencies (Secretary of State, Fish and Wildlife, and Insurance Commissioner) will have to run a coordinated pilot with Your Washington to map every step of key customer interactions, report customer experience metrics (without personal identifying information), pick a decision-making liaison, create and start implementing improvement plans by the end of 2026, and provide quarterly progress updates through early 2029. Practically, this will force those agencies to dedicate staff time for mapping, training (including plain-language work), collecting and summarizing customer feedback, prioritize digital-first and accessibility improvements (including adding a standard WA.gov link and planning system integration), and potentially hire outside evaluators to measure outcomes. The agencies named are most affected and will likely see short-term costs for staff time, training, IT or vendor work, and possible contracting; Your Washington and Washington technology solutions will take on coordination and oversight roles. The bill does not allocate funding here and it leaves several implementation details undefined (for example, the contents of the referenced executive orders and what “Washington technology solutions” means), so how the work will be funded, what exact formats or technical standards will be used, and the timing risks for meeting the deadlines are unclear.