Customer Experience

Customer experience is about how Minnesotans feel before, during, and after using government services, like getting a fishing license or signing up for healthcare. A government focused on customers works to make these experiences positive by respecting people’s needs and delivering real value.

Minnesota aims to improve services for everyone, especially for groups who’ve faced challenges in the past. This includes designing programs around people’s needs, making them accessible, listening to feedback, and constantly improving. One specific way that Minnesota is doing this is by making services more easily available via digital self-service options.

These efforts make government services easier to use, more efficient, and fairer for all. By focusing on customer experience, Minnesota builds a government that serves everyone better.

Goal: The State of Minnesota provides a high-quality customer experience.

Measurable goal for 2027: Increase the number of new or improved digital self-service offerings across the Enterprise to 40 offerings by 2027.