#aae? ,,congress  #b;d ,session  ,h4 ,r4
 #bhdf  ,,an ,,act  ,to require !       
collection ( volunt>y cu/om] s]vice     
fe$back on s]vices provid$ by ag5cies1 &
 = o!r purposes4  #a4 ,%ort title ,?is  
,act may be cit$ z ! ,f$]al ,ag5cy      
,cu/om] ,exp]i5ce ,act ( #bjah4  #b4    
,f9d+s2 s5se ( ,congress  7a7 ,f9d+s    
,congress f9ds t--  7#a7 ! ,f$]al       
,gov]nm5t s]ves ! p ( ! ,unit$ ,/ates & 
%\ld seek to cont9ually improve public  
s]vices provid$ by ! ,f$]al ,gov]nm5t   
bas$ on cu/om] fe$back2  7#b7 ! p ( !   
,unit$ ,/ates des]ve a ,f$]al ,gov]nm5t 
t provides effici5t1 effective1 &       
high-quality s]vices across multiple    
*annels2  7#c7 _m ag5cies1 (fices1      
programs1 & ,f$]al employees provide    
excell5t s]vice to individuals1 h[ev] _m
 p>ts ( ! ,f$]al ,gov]nm5t /ill fall    
%ort on deliv]+ ! cu/om] s]vice exp]i5ce
 t individuals h come to expect f !     
private sector2  7#d7 accord+ to ! #bjaf
 ,am]ican ,cu/om] ,satisfaction ,index1 
! ,f$]al ,gov]nm5t ranks among ! bottom 

( all indu/ries 9 ! ,unit$ ,/ates 9     
cu/om] satisfaction2  7#e7 provid+      
quality s]vices to individuals improves 
! confid5ce ( ! p ( ! ,unit$ ,/ates 9 _!
 gov]nm5t & helps ag5cies a*ieve great] 
impact & fulfill _! missions2 &  7#f7   
improv+ s]vice to individuals requires  
ag5cies to "w across organizational     
b\nd>ies1 lev]age te*nology1 collect &  
%>e /&>diz$ data1 & develop cu/om]-c5t]$
 m9dsets & s]vice /rategies4  7b7 ,s5se 
( ,congress ,x is ! s5se ( ,congress t  
all ag5cies %\ld /rive to provide       
high-quality1 c\rte\s1 effective1 &     
effici5t s]vices to ! p ( ! ,unit$      
,/ates & seek to measure1 collect1      
report1 & utilize metrics relat+ to !   
exp]i5ce ( individuals int]act+ )       
ag5cies to cont9ually improve s]vices to
 ! p ( ! ,unit$ ,/ates4  #c4 ,def9itions
 ,9 ?is ,act3  7#a7 ,adm9i/rator ,! t]m 
,adm9i/rator means ! ,adm9i/rator (     
,g5]al ,s]vices4  7#b7 ,ag5cy ,! t]m    
ag5cy has ! mean+ giv5 ! t]m 9 section  
#cejb ( title #dd1 ,unit$ ,/ates ,code4 

7#c7 ,cov]$ ag5cy ,! t]m cov]$ ag5cy    
means an ag5cy or compon5t ( an ag5cy t 
is designat$ z a cov]$ ag5cy pursuant to
 section #e7;a74  7#d7 ,director ,! t]m 
,director means ! ,director ( ! ,(fice (
 ,managem5t & ,budget4  7#e7 ,volunt>y  
cu/om] s]vice fe$back ,! t]m volunt>y   
cu/om] s]vice fe$back means a response  
to a collection ( in=mation conduct$ by 
a cov]$ ag5cy 9 accordance ) ?is ,act4  
#d4 ,application ( c]ta9 provisions ( ! 
,pap]work ,r$uction ,act to collection (
 volunt>y cu/om] s]vice fe$back         
,sections #cejf7;c7 & #cejg ( title #dd1
 ,unit$ ,/ates ,code 7provisions ( :at  
is commonly kn[n z ! ,pap]work ,r$uction
 ,act7 %all n apply to a collection (   
volunt>y cu/om] s]vice fe$back4  #e4    
,guidel9es = volunt>y cu/om] s]vice     
fe$back  7a7 ,evaluation & designation  
,! ,director %all assess ag5cies1 ag5cy 
compon5ts1 & ag5cy programs to id5tify  
:i* h ! highe/ impact on or numb] (     
int]actions ) individuals or entities4  
,bas$ on ! assessm5t1 ! ,director %all  

designate ag5cies1 ag5cy compon5ts1 or  
programs z cov]$ ag5cies = purposes (   
?is ,act4  7b7 ,guidance ,! ,director   
%all issue guidance t requires ea* cov]$
 ag5cy t solicits volunt>y cu/om] s]vice
 fe$back to ensure t--  7#a7 any        
response to ! solicitation ( volunt>y   
cu/om] s]vice fe$back rema9s anonym\s1 !
 collection me?od does n include a      
reque/ = or opportunity = ! respond5t to
 provide in=mation t c\ld id5tify su*   
respond5t1 & any response is n trac$ to 
a specific individual or entity2  7#b7  
any individual or entity :o decl9es to  
p>ticipate 9 ! solicitation ( volunt>y  
cu/om] s]vice fe$back %all n be treat$  
diff]5tly by ! ag5cy = purposes (       
provid+ s]vices or in=mation2  7#c7 !   
solicitation does n include m ?an #aj   
que/ions2  7#d7 ! volunt>y nature ( !   
solicitation is cle>2  7#e7 ! collection
 ( volunt>y cu/om] s]vice fe$back is    
only us$ to improve cu/om] s]vice & w n 
be us$ = any o!r purpose2  7#f7 any     
solicitation ( volunt>y cu/om] s]vice   

fe$back is limit$ to #a solicitation p] 
int]action ) an individual or entity2   
7#g7 to ! ext5t practicable1 !          
solicitation ( volunt>y cu/om] s]vice   
fe$back is made at ! po9t ( s]vice ) an 
individual or entity2  7#h7 any in/rum5t
 = collect+ volunt>y cu/om] s]vice      
fe$back is accessible to individuals )  
disabilities 9 accordance ) section #ejh
 ( ! ,rehabilitation ,act ( #aigc 7#bi  
,u4,s4,c4 #gid;d72 &  7#i7 int]nal ag5cy
 data gov]nance policies rema9 9 effect 
) respect to ! collection ( volunt>y    
cu/om] s]vice fe$back f any individual  
or entity4  #f4 ,cu/om] exp]i5ce data   
collection  7a7 ,collection ( responses 
,! head ( ea* cov]$ ag5cy 7or a         
designee71 assi/$ by & 9 consultation ) 
! ,p]=mance ,improvem5t ,(fic] or o!r   
s5ior acc\ntable (ficial = cu/om] s]vice
 ( ! cov]$ ag5cy1 %all collect volunt>y 
cu/om] s]vice fe$back ) respect to any  
s]vice ( or transaction ) ! cov]$ ag5cy 
t has be5 id5tifi$ by ! ,director1 9    
consultation ) ! ,adm9i/rator1 9        

accordance ) ! guidance issu$ by !      
,director "u section #e4  7b7 ,cont5t ( 
que/ions  7#a7 ,/&>diz$ que/ions ,!     
,director1 9 consultation ) !           
,adm9i/rator1 %all develop a set (      
/&>diz$ que/ions = use by ea* cov]$     
ag5cy 9 collect+ volunt>y cu/om] s]vice 
fe$back "u ?is section t address-- 7,a7 
ov]all satisfaction ( individuals or    
entities ) ! specific int]action or     
s]vice receiv$2  7,b7 ! ext5t to :i*    
individuals or entities 7 able to       
accompli% _! int5d$ task or purpose2    
7,c7 :e!r ! individual or entity 0      
treat$ ) respect & pr(essionalism2  7,d7
 :e!r ! individual or entity believes !y
 7 s]v$ 9 a timely mann]2 &  7,e7 any   
additional metrics z det]m9$ by !       
,director1 9 consultation ) !           
,adm9i/rator4  7#b7 ,additional que/ions
 ,9 addition to ! que/ions develop$     
pursuant to p>agraph 7#a71 ! ,director  
%all consult ) ! ,p]=mance ,improvem5t  
,c\ncil to develop additional que/ions  
relevant to ! op]ations or programs (   

cov]$ ag5cies4  7c7 ,additional         
requirem5ts ,to ! ext5t practicable--   
7#a7 ea* cov]$ ag5cy %all collect       
volunt>y cu/om] s]vice fe$back across   
all plat=ms or *annels ?r\gh :i* ! cov]$
 ag5cy int]acts ) individuals or o!r    
entities to deliv] in=mation or s]vices2
 &  7#b7 volunt>y cu/om] s]vice fe$back 
collect$ "u ?is section %all be ti$ to  
specific transactions or int]actions )  
cu/om]s ( ! cov]$ ag5cy4  7d7 ,reports  
7#a7 ,annual report to ! director  7,a7 
,9 g5]al ,n lat] ?an #a ye> aft] ! date 
( ! enactm5t ( ?is ,act1 & n less       
frequ5tly ?an annually !reaft]1 ea*     
cov]$ ag5cy %all publi% on ! website ( !
 cov]$ ag5cy & submit to ! ,director1 9 
a mann] det]m9$ by ! ,director-- 7i7 a  
report t includes--  7,i7 ! volunt>y    
cu/om] s]vice fe$back = ! previ\s ye>2 &
  7,,ii7 descriptions ( h[ ! cov]$ ag5cy
 has us$ & plans to use su* fe$back2 &  
7ii7 a ma*9e readable dataset t         
includes-- 7,i7 ! ! /&>diz$ que/ions or 
additional que/ions describ$ 9          

subsection 7b7 & ! response *oices = su*
 que/ions2 &  7,,ii7 ! response rate =  
ea* collection ( volunt>y cu/om] s]vice 
fe$back = ! previ\s ye>4  7,b7          
,c5traliz$ website ,! ,director %all--  
7i7 include & ma9ta9 on a publicly      
available website l9ks to ! in=mation   
provid$ on ! websites ( cov]$ ag5cies "u
 subp>agraph 7,a72 &  7ii7 = purposes ( 
clause 7i71 e/abli% a website or make   
use ( an exi/+ website1 su* z ! website 
requir$ "u section #aabb ( title #ca1   
,unit$ ,/ates ,code4  7#b7 ,aggregat$   
report ,ea* cov]$ ag5cy %all publi% 9 an
 electronic =mat & update on a regul>   
basis an aggregat$ report on !          
solicitation & use ( volunt>y cu/om]    
s]vice fe$back1 :i* %all include-- 7,a7 
! int5d$ purpose ( ea* solicitation (   
volunt>y cu/om] s]vice fe$back conduct$ 
by ! cov]$ ag5cy2  7,b7 ! appropriate   
po9t ( contact )9 ea* cov]$ ag5cy = ea* 
solicitation ( volunt>y cu/om] s]vice   
fe$back conduct$2  7,c7 ! que/ions or   
survey in/rum5t submitt$ to memb]s ( !  

public z "p ( ! solicitation ( volunt>y 
cu/om] s]vice fe$back2 &  7,d7 a        
description ( h[ ! cov]$ ag5cy uses !   
volunt>y cu/om] s]vice fe$back receiv$  
by ! cov]$ ag5cy to improve ! cu/om]    
s]vice ( ! cov]$ ag5cy4  #g4 ,cu/om]    
exp]i5ce scorec>d report  7a7 ,9 g5]al  
,n lat] ?an #ae mon?s aft] ! date on :i*
 all cov]$ ag5cies h submitt$ ! fir/    
annual reports to ! ,director requir$ "u
 section #f7;d77#a71 & e #b ye>s !reaft]
 until ! date t is #aj ye>s aft] su*    
date1 ! ,comptroll] ,g5]al ( ! ,unit$   
,/ates %all make publicly available &   
submit to ! ,committee on ,homel&       
,security & ,gov]nm5tal ,affairs ( !    
,s5ate & ! ,committee on ,ov]sight &    
,gov]nm5t ,re=m ( ! ,h\se (             
,repres5tatives a scorec>d report       
assess+ ! data collect$ & report$ by !  
cov]$ ag5cies & ea* in/rum5t us$ to     
collect volunt>y cu/om] s]vice fe$back4 
7b7 ,cont5ts ,! report requir$ "u       
subsection 7a7 %all include-- 7#a7 a    
summ>y ( ! in=mation requir$ to be      

publi%$ by cov]$ ag5cies "u section     
#f7;d72  7#b7 a description ( h[ ea*    
cov]$ ag5cy plans to use & has us$ !    
volunt>y cu/om] s]vice fe$back receiv$  
by ! cov]$ ag5cy2 &  7#c7 an evaluation 
( ea* cov]$ ag5cy's compliance ) ?is    
,act4  #h4 ,s5se ( ,congress ,x is !    
s5se ( ,congress t adequate ,f$]al fund+
 is ne$$ to ensure ag5cy /aff+ levels t 
c provide ! public ) appropriate cu/om] 
s]vice levels4  ,pass$ ! ,h\se (        
,repres5tatives ,novemb] #bi1           
#bjah4;,cl]k4