#aac? ,,congress  #a/ ,session  ,h4 ,r4 
#affj  ,,an ,,act  ,to require !        
e/abli%m5t ( ,f$]al cu/om] s]vice /&>ds 
& to improve ! s]vice provid$ by ,f$]al 
ag5cies4  #a4 ,%ort title ,?is ,act may 
be cit$ z ! ,gov]nm5t ,cu/om] ,s]vice   
,improvem5t ,act ( #bjac4  #b4          
,def9itions ,9 ?is ,act3  7#a7 ,ag5cy ,!
 t]m ag5cy--  7,a7 means an ,executive  
ag5cy 7z def9$ "u section #aje ( title  
#e1 ,unit$ ,/ates ,code7 t provides     
significant s]vices directly to ! public
 or o!r entity2 &  7,b7 does n include  
an ,executive ag5cy if ! ,presid5t      
det]m9es t ?is ,act %\ld n apply to !   
,executive ag5cy = national security    
reasons4  7#b7 ,cu/om] ,! t]m cu/om]1 ) 
respect to an ag5cy1 means any          
individual or entity t is directly s]v$ 
by an ag5cy4  #c4 ,developm5t ( cu/om]  
s]vice /&>ds  7a7 ,gov]nm5t-,wide /&>ds 
7#a7 ,9 g5]al ,! ,director ( ! ,(fice ( 
,managem5t & ,budget %all develop       
,gov]nm5t-wide /&>ds = cu/om] s]vice    
deliv]y1 :i* %all be includ$ 9 ! ,f$]al 

,gov]nm5t ,p]=mance ,plan requir$ "u    
section #aaae ( title #ca1 ,unit$ ,/ates
 ,code4  7#b7 ,requirem5ts ,! /&>ds     
develop$ "u p>agraph 7#a7 %all include--
  7,a7 ,gov]nm5t-wide goals = cont9u\s  
s]vice improvem5ts & ef=ts to mod]nize  
s]vice deliv]y2 &  7,b7 :]e appropriate1
 ,gov]nm5t-wide t>get response times =  
telephone calls1 electronic mail1 mail1 
b5efit process+1 & paym5ts4  7b7 ,ag5cy 
/&>ds  7#a7 ,9 g5]al ,! ,p]=mance       
,improvem5t ,(fic] = ea* ag5cy %all     
e/abli% cu/om] s]vice /&>ds 9 accordance
 ) ! ,gov]nm5t-wide /&>ds develop$ "u   
subsection 7a71 :i* %all be includ$ 9 ! 
,ag5cy ,p]=mance ,plans requir$ "u      
section #aaae ( title #ca1 ,unit$ ,/ates
 ,code4  7#b7 ,requirem5ts ,ag5cy /&>ds 
e/abli%$ "u p>agraph 7#a7 %all include1 
if appropriate--  7,a7 t>get call wait  
times dur+ peak & non-peak h\rs2  7,b7  
t>get response times = correspond5ce1   
bo? by mail & electronic mail2  7,c7    
proc$ures = ensur+ all applicable       
metrics are incorporat$ into s]vice     

agreem5ts ) nongov]nm5tal individuals & 
entities2  7,d7 t>get response times =  
process+ b5efits & mak+ paym5ts2 &  7,e7
 recomm5dations = effective publication 
( cu/om] s]vice contact in=mation1      
includ+ a mail+ address1 telephone      
numb]1 & email address4  7c7 ,cu/om]    
s]vice input  7#a7 ,e/abli%m5t ,!       
,director ( ! ,(fice ( ,managem5t &     
,budget %all e/abli% a ,cu/om] ,s]vice  
,fe$back ,pilot ,program4 ,! pilot      
program %all include p>ticipation by !  
,int]nal ,rev5ue ,s]vice & a m9imum (   
two additional ag5cies select$ by !     
,director & %all cont9ue = a p]iod ( at 
lea/ ?ree ye>s4 ,! ,director %all       
require p>ticipat+ ag5cies to implem5t a
 cu/om] s]vice fe$back sy/em to collect 
in=mation f cu/om]s ( ! ag5cy reg>d+ !  
quality ( cu/om] s]vice provid$ by !    
ag5cy1 includ+--  7,a7 in=mation on !   
ext5t to :i* ag5cy p]=mance complies ) !
 ,gov]nm5t-wide /&>ds develop$ "u       
subsection 7a72 &  7,b7 fe$back on !    
quality ( cu/om] s]vice provid$ by !    

ag5cy employee or employees ) :om !     
cu/om] int]act$4  7#b7 ,limitation ,an  
ag5cy may n publi% or make publically   
available in=mation collect$ "u !       
fe$back sy/em t is specific to a nam$   
employee4  7#c7 ,additional in=mation 9 
p]=mance report ,9 develop+ ! p]=mance  
report made available by ! ag5cy "u     
section #aaaf ( title #ca1 ,unit$ ,/ates
 ,code1 ea* ag5cy--  7,a7 %all include !
 in=mation collect$ "u ?is subsection2 &
  7,b7 may include aggregate data       
collect$ "u p>agraph 7#a77;,b7 )\t      
includ+ names ( specific ag5cy          
employees4  7#d7 ,report to ,congress on
 ,cu/om] ,s]vice ,fe$back ,pilot        
,program ,n lat] ?an two ye>s aft] !    
implem5tation ( ! ,cu/om] ,s]vice       
,fe$back ,pilot ,program e/abli%$ "u ?is
 subsection1 ! ,comptroll] ,g5]al %all  
submit to ,congress a report assess+ !  
pilot program & a recomm5dation on :e!r 
su* program %\ld be exp&$               
,gov]nm5t-wide4  7d7 ,annual p]=mance   
update ,! ,director ( ! ,(fice (        

,managem5t & ,budget %all include       
a*ievem5ts by ag5cies 9 meet+ ! cu/om]  
s]vice p]=mance /&>ds develop$ "u       
subsection 7a7 9 ea* update on ag5cy    
p]=mance requir$ "u section #aaaf (     
title #ca1 ,unit$ ,/ates ,code4  #d4    
,p]=mance appraisal ,compliance ) cu/om]
 s]vice /&>ds develop$ "u ?is ,act %all 
be includ$ 9 employee appraisal sy/ems  
e/abli% by ag5cies1 includ+ ! p]=mance  
appraisal sy/ems ref]r$ to 9 *apt] #dc (
 title #e1 ,unit$ ,/ates ,code4  #e4    
,s]vice improvem5t unit pilot program   
7a7 ,e/abli%$ ,! ,director ( ! ,(fice ( 
,managem5t & ,budget %all e/abli% a     
pilot program1 to be kn[n z ! ,s]vice   
,improvem5t ,unit ,pilot ,program 79 ?is
 section ref]r$ to z ! pilot program71  
to provide assi/ance to ag5cies t d n   
meet ! ,gov]nm5t-wide /&>ds develop$ "u 
section #c4  7b7 ,p]sonnel ,! heads (   
ag5cies ) exp]tise 9 *ange managem5t1   
process improvem5t1 & in=mation         
te*nology innovation %all detail        
employees to ! ,(fice ( ,managem5t &    

,budget to "w on ! pilot program1 bas$  
on ! exp]tise & skills requir$ to       
address s]vice improvem5t goals4  7c7   
,responsibilities ,"u ! pilot program1 !
 ,(fice ( ,managem5t & ,budget %all "w )
 ag5cies t are n meet+ ! cu/om] s]vice  
/&>ds develop$ "u section #c to improve 
& mod]nize s]vice deliv]y to develop    
solutions1 includ+--  7#a7 evaluat+ !   
ef=ts ( ! ag5cy to improve s]vice       
deliv]y2  7#b7 develop+ a plan to       
improve )9 exi/+ res\rces & by draw+ on 
exp]tise & assi/ance f o!r ag5cies      
7includ+ ! ,(fice ( ,managem5t &        
,budget7 :]e necess>y2  7#c7 monitor+   
implem5tation by ! ag5cy ( ! plan       
develop$ "u p>agraph 7#b7 until ! cu/om]
 s]vice /&>ds are met2 &  7#d7 submitt+ 
to ! ,director ( ! ,(fice ( ,managem5t &
 ,budget mon?ly reports on ! progress   
be+ made to improve s]vice at ! ag5cy   
until ! cu/om] s]vice /&>ds are met4    
7d7 ,report ,n lat] ?an #b ye>s aft] !  
date ( enactm5t ( ?is ,act1 ! ,director 
( ! ,(fice ( ,managem5t & ,budget %all  

submit to ,congress a report on !       
accompli%m5ts & outcomes ( ! pilot      
program & any recomm5dations relat+ to  
a*iev+ ! cu/om] s]vice /&>ds develop$ "u
 section #c4  7e7 ,support ,!           
,adm9i/rator ( ,g5]al ,s]vices %all     
provide adm9i/rative & o!r support 9    
ord] to implem5t ! pilot program "u ?is 
section4 ,! heads ( ag5cies %all1 z     
appropriate & to ! ext5t p]mitt$ by law1
 provide at ! reque/ ( ! ,director ( !  
,(fice ( ,managem5t & ,budget up to #b  
p]sonnel au?orizations :o h exp]tise 9  
*ange managem5t1 process improvem5t1 &  
in=mation te*nology innovation to       
support ! pilot program4  7f7 ,t]m9ation
 ,! au?ority to c>ry out ! pilot program
 %all t]m9ate #b ye>s aft] ! date (     
enactm5t ( ?is ,act4  #f4 ,retirem5t    
report+  7a7 ,def9ition ,9 ?is section1 
! t]m ag5cy has ! mean+ giv5 t t]m 9    
section #eea ( title #e1 ,unit$ ,/ates  
,code4  7b7 ,reports  7#a7 ,9 g5]al     
,except z provid$ 9 p>agraph 7#b7 & n   
lat] ?an #ij days aft] ! date ( enactm5t

 ( ?is ,act1 & e mon? !reaft]1 !        
,director ( ! ,(fice ( ,p]sonnel        
,managem5t %all submit to ,congress & ! 
,comptroll] ,g5]al ( ! ,unit$ ,/ates1 & 
issue publicly 7includ+ on ! website ( !
 ,(fice ( ,p]sonnel ,managem5t71 a      
report t--  7,a7 = ea* ag5cy1 evaluates 
! timel9ess1 complet5ess1 & accuracy (  
in=mation submitt$ by ! ag5cy relat+ to 
employees ( ! ag5cy :o are retir+2 &    
7,b7 indicates--  7i7 ! total numb] (   
applications = retirem5t b5efits1 lump  
sum dea? b5efits1 c\rt ord]$ b5efits1   
phas$ retirem5t1 & disability retirem5t 
t are p5d+ action by ! ,(fice (         
,p]sonnel ,managem5t2 &  7ii7 ! numb] ( 
mon?s ea* su* application has be5 p5d+4 
7#b7 ,susp5sion ( report+ requirem5t    
,p>agraph 7#a7 %all n apply to !        
,director ( ! ,(fice ( ,p]sonnel        
,managem5t = any mon? imm$iately foll[+ 
an #ah-mon? p]iod 9 :i* ! av]age        
process+ "t ( applications describ$ 9   
p>agraph 7#a77;,b7 rea*es #ij days or   
less4  7c7 ,mod]nization timel9e ,!     

,director ( ! ,(fice ( ,p]sonnel        
,managem5t %all e/abli%--  7#a7 a       
timetable = ! completion ( ea* compon5t 
( ! cu/om]-focus$ retirem5t process+    
sy/em ( ! ,(fice ( ,p]sonnel ,managem5t1
 includ+ all data elem5ts requir$ =     
accurate completion ( adjudication2 &   
7#b7 ! date by :i* all ,f$]al payroll   
process+ entities w electronically      
transmit all p]sonnel data to ! ,(fice (
 ,p]sonnel ,managem5t4  7d7 ,budget     
reque/ ,! ,(fice ( ,p]sonnel ,managem5t 
%all include a detail$ /atem5t reg>d+ ! 
progress ( ! ,(fice ( ,p]sonnel         
,managem5t 9 complet+ ! cu/om]-focus$   
retirem5t process+ sy/em ( ! ,(fice (   
,p]sonnel ,managem5t 9 ea* budget reque/
 ( ! ,(fice ( ,p]sonnel ,managem5t      
submitt$ z "p ( ! prep>ation ( ! budget 
( ! ,presid5t submitt$ to ,congress "u  
section #aaje7;a7 ( title #ca1 ,unit$   
,/ates ,code4  #g4 ,no increase 9       
exp5ditures ,no additional funds are    
au?oriz$ to c>ry out ?is ,act4 ,?is ,act
 %all be c>ri$ out us+ am\nts o!rwise   

au?oriz$ or appropriat$4  ,pass$ ! ,h\se
 ( ,repres5tatives ,july #ca1           
#bjac4;,cl]k4