,,ii  #aacth ,,congress  #ast ,session  
,s4 #gfj  ,,in ,,the ,,senate ,,of ,,the
 ,,united ,,states  ,april #ah1 #bjac   
,mr4 ,warner 7for himself and ,mr4      
,johnson of ,wisconsin7 introduced the  
following bill2 which was read twice and
 referred to the ,committee on ,homeland
 ,security and ,governmental ,affairs   
,a ,,bill  ,to require the establishment
 of ,federal customer service standards 
and to improve the service provided by  
,federal agencies4  #a4 ,short title    
,this ,act may be cited as the          
,government ,customer ,service          
,improvement ,act of #bjac4  #b4        
,definitions ,in this ,act3  7#a7       
,agency ,the term agency--  7,a7 means  
an ,executive agency 7as defined under  
section #aje of title #e1 ,united       
,states ,code7 that provides significant
 services directly to the public or     
other entity2 and  7,b7 does not include
 an ,executive agency if the ,president 
determines that this ,act should not    
apply to the ,executive agency for      

national security reasons4  7#b7        
,customer ,the term customer1 with      
respect to an agency1 means any         
individual or entity that is directly   
served by an agency4  #c4 ,development  
of customer service standards  7a7      
,government-,wide standards  7#a7 ,in   
general ,the ,director of the ,office of
 ,management and ,budget shall develop  
,government-wide standards for customer 
service delivery1 which shall be        
included in the ,federal ,government    
,performance ,plan required under       
section #aaae of title #ca1 ,united     
,states ,code4  7#b7 ,requirements ,the 
standards developed under paragraph 7#a7
 shall include--  7,a7 ,government-wide 
goals for continuous service            
improvements and efforts to modernize   
service delivery2 and  7,b7 where       
appropriate1 ,government-wide target    
response times for telephone calls1     
electronic mail1 mail1 benefit          
processing1 and payments4  7b7 ,agency  
standards  7#a7 ,in general ,the ,chief 

,performance ,officer for each agency   
shall establish customer service        
standards in accordance with the        
,government-wide standards established  
under subsection 7a71 which shall be    
included in the ,agency ,performance    
,plans required under section #aaae of  
title #ca1 ,united ,states ,code4  7#b7 
,requirements ,agency standards         
established under paragraph 7#a7 shall  
include1 if appropriate--  7,a7 target  
call wait times during peak and non-peak
 hours2  7,b7 target response times for 
correspondence1 both by mail and        
electronic mail2  7,c7 procedures for   
ensuring all applicable metrics are     
incorporated into service agreements    
with nongovernmental individuals and    
entities2  7,d7 target response times   
for processing benefits and making      
payments2 and  7,e7 recommendations for 
effective publication of customer       
service contact information1 including a
 mailing address1 telephone number1 and 
email address4  7c7 ,customer service   

input ,the ,performance ,improvement    
,officer for each agency shall collect  
information from customers of the agency
 regarding the quality of customer      
service provided by the agency4 ,each   
agency shall include the information    
collected under this subsection in the  
performance report made available by the
 agency under section #aaaf of title    
#ca1 ,united ,states ,code4  7d7 ,annual
 performance update ,the ,director of   
the ,office of ,management and ,budget  
shall include achievements by agencies  
in meeting the customer service         
performance measures and standards      
developed under subsection 7a7 in each  
update on agency performance required   
under section #aaaf of title #ca1       
,united ,states ,code4  #d4 ,service    
improvement unit pilot program  7a7     
,established ,the ,director of the      
,office of ,management and ,budget shall
 establish a pilot program1 to be known 
as the ,service ,improvement ,unit      
,pilot ,program 7in this section        

referred to as the pilot program71 to   
provide assistance to agencies that do  
not meet the ,government-wide standards 
established under section #c4  7b7      
,personnel ,the heads of agencies with  
expertise in change management1 process 
improvement1 and information technology 
innovation shall detail employees to the
 ,office of ,management and ,budget to  
work on the pilot program1 based on the 
expertise and skills required to address
 service improvement goals4  7c7        
,responsibilities ,under the pilot      
program1 the ,office of ,management and 
,budget shall work with agencies that   
are not meeting the customer service    
standards and performance measures      
established under section #c to improve 
and modernize service delivery to       
develop solutions1 including--  7#a7    
evaluating the efforts of the agency to 
improve service delivery2  7#b7         
developing a plan to improve within     
existing resources and by drawing on    
expertise and assistance from other     

agencies 7including the ,office of      
,management and ,budget7 where          
necessary2  7#c7 monitoring             
implementation by the agency of the plan
 developed under paragraph 7#b7 until   
the customer service standards and      
performance measures are met2 and  7#d7 
submitting to the ,director of the      
,office of ,management and ,budget      
monthly reports on the progress being   
made to improve service at the agency   
until the customer service standards are
 met4  7d7 ,report ,not later than #b   
years after the date of enactment of    
this ,act1 the ,director of the ,office 
of ,management and ,budget shall submit 
to ,congress a report on the            
accomplishments and outcomes of the     
pilot program and any recommendations   
relating to achieving the customer      
service standards and performance       
measures established under section #c4  
7e7 ,support ,the ,administrator of     
,general ,services shall provide        
administrative and other support in     

order to implement the pilot program    
under this section4 ,the heads of       
agencies shall1 as appropriate and to   
the extent permitted by law1 provide at 
the request of the ,director of the     
,office of ,management and ,budget up to
 #b personnel authorizations who have   
expertise in change management1 process 
improvement1 and information technology 
innovation to support the pilot program4
  7f7 ,termination ,the authority to    
carry out the pilot program shall       
terminate #b years after the date of    
enactment of this ,act4  #e4 ,retirement
 reporting  7a7 ,definition ,in this    
section1 the term agency has the meaning
 given that term in section #eea of     
title #e1 ,united ,states ,code4  7b7   
,reports  7#a7 ,in general ,except as   
provided in paragraph 7#b7 and not later
 than #cj days after the date of        
enactment of this ,act1 and every month 
thereafter1 the ,director of the ,office
 of ,personnel ,management shall submit 
to ,congress and the ,comptroller       

,general of the ,united ,states1 and    
issue publicly 7including on the ,web   
site of the ,office of ,personnel       
,management71 a report that--  7,a7 for 
each agency1 evaluates the timeliness1  
completeness1 and accuracy of           
information submitted by the agency     
relating to employees of the agency who 
are retiring2 and  7,b7 indicates--  7i7
 the total number of applications for   
retirement benefits1 lump sum death     
benefits1 court ordered benefits1 phased
 retirement1 and disability retirement  
that are pending action by the ,office  
of ,personnel ,management2 and  7ii7 the
 number of months each such application 
has been pending4  7#b7 ,suspension of  
reporting requirement ,paragraph 7#a7   
shall not apply to the ,director of the 
,office of ,personnel ,management for   
any month immediately following a       
#c-year period in which there are no    
applications described in paragraph     
7#a77;,b7 that have been pending for    
more than #fj days4  7c7 ,modernization 

timeline ,the ,director of the ,office  
of ,personnel ,management shall         
establish--  7#a7 a timetable for the   
completion of each component of the     
retirement systems modernization project
 of the ,office of ,personnel           
,management1 including all data elements
 required for accurate completion of    
adjudication2 and  7#b7 the date by     
which all ,federal payroll processing   
entities will electronically transmit   
all personnel data to the ,office of    
,personnel ,management4  7d7 ,budget    
request ,the ,office of ,personnel      
,management shall include a detailed    
statement regarding the progress of the 
,office of ,personnel ,management in    
completing the retirement systems       
modernization project of the ,office of 
,personnel ,management and              
recommendations to ,congress regarding  
the additional resources needed to fully
 implement the retirement systems       
modernization project of the ,office of 
,personnel ,management in each budget   

request of the ,office of ,personnel    
,management submitted as part of the    
preparation of the budget of the        
,president submitted to ,congress under 
section #aaje7;a7 of title #ca1 ,united 
,states ,code4  #f4 ,no increase in     
expenditures ,it is the sense of        
,congress that no additional funds      
should be appropriated to carry out this
 ,act4