The Department of Administrative Services' Customer Utility Boards (CUBs) serve as a forum to recognize and respond to customer needs as well as to provide a communication channel to keep the exchange of information flowing between customers and DAS. This takes shape in the following four primary responsibilities:
- Approving rate-setting methodologies - CUB members and subject matter experts from agencies, along with DAS staff, form subgroups to approve the process and the methodology for setting rates and provide recommendations.
- Approving service level agreements and monitoring service delivery performance - Service level agreements describe the services offered by each program, identify service levels or performance targets agreed upon between the program and its customer base, and document responsibilities and key service management processes such as incident management or complaint resolution.
- Reviewing business plans and annual financial statements - business plans include information on strategic direction, performance objectives, service rates, levels of service, capital and investment plans, etc.
- Settling unresolved service complaints - the CUB is responsible for settling unresolved service complaints for utility services offered by each program as well as approving the complaint resolution process.
For service areas that do not have a Customer Utility Board, specifically human resources and information technology, state agencies have a voice through other governance and communications bodies. DAS has a long history of working with groups such as the CIO Council, the Administrative and Budget Services Directors group, and HR Directors.