,,ib ,union ,calendar ,no4 #haj #aaeth ,,congress #b;d ,session ,h4 ,r4 #bhdf ,report ,no4 #aae-ajdc ,,in ,,the ,,house ,,of ,,representatives ,june #h1 #bjag ,mr4 ,farenthold 7for himself and ,mr4 ,fitzpatrick7 introduced the following bill2 which was referred to the ,committee on ,oversight and ,government ,reform ,november #bg1 #bjah;,additional sponsor3 ,ms4 ,sinema ,november #bg1 #bjah ,reported with amendments1 committed to the ,committee of the ,whole ,house on the ,state of the ,union1 and ordered to be printed ,strike out all after the enacting clause and insert the part printed in italic ,for text of introduced bill1 see copy of bill as introduced on ,june #h1 #bjag ,a ,,bill ,to require the collection of voluntary feedback on services provided by agencies1 and for other purposes4 #a4 ,short title ,this ,act may be cited as the ,federal ,agency ,customer ,experience ,act of #bjah4 #b4 ,findings2 sense of ,congress 7a7 ,findings ,congress finds that-- 7#a7 the ,federal ,government serves the people of the ,united ,states and should seek to continually improve public services provided by the ,federal ,government based on customer feedback2 7#b7 the people of the ,united ,states deserve a ,federal ,government that provides efficient1 effective1 and high-quality services across multiple channels2 7#c7 many agencies1 offices1 programs1 and ,federal employees provide excellent service to individuals1 however many parts of the ,federal ,government still fall short on delivering the customer service experience that individuals have come to expect from the private sector2 7#d7 according to the #bjaf ,american ,customer ,satisfaction ,index1 the ,federal ,government ranks among the bottom of all industries in the ,united ,states in customer satisfaction2 7#e7 providing quality services to individuals improves the confidence of the people of the ,united ,states in their government and helps agencies achieve greater impact and fulfill their missions2 and 7#f7 improving service to individuals requires agencies to work across organizational boundaries1 leverage technology1 collect and share standardized data1 and develop customer-centered mindsets and service strategies4 7b7 ,sense of ,congress ,it is the sense of ,congress that all agencies should strive to provide high-quality1 courteous1 effective1 and efficient services to the people of the ,united ,states and seek to measure1 collect1 report1 and utilize metrics relating to the experience of individuals interacting with agencies to continually improve services to the people of the ,united ,states4 #c4 ,definitions ,in this ,act3 7#a7 ,administrator ,the term ,administrator means the ,administrator of ,general ,services4 7#b7 ,agency ,the term agency has the meaning given the term in section #cejb of title #dd1 ,united ,states ,code4 7#c7 ,covered agency ,the term covered agency means an agency or component of an agency that is designated as a covered agency pursuant to section #e7;a74 7#d7 ,director ,the term ,director means the ,director of the ,office of ,management and ,budget4 7#e7 ,voluntary customer service feedback ,the term voluntary customer service feedback means a response to a collection of information conducted by a covered agency in accordance with this ,act4 #d4 ,application of certain provisions of the ,paperwork ,reduction ,act to collection of voluntary customer service feedback ,sections #cejf7;c7 and #cejg of title #dd1 ,united ,states ,code 7provisions of what is commonly known as the ,paperwork ,reduction ,act7 shall not apply to a collection of voluntary customer service feedback4 #e4 ,guidelines for voluntary customer service feedback 7a7 ,evaluation and designation ,the ,director shall assess agencies1 agency components1 and agency programs to identify which have the highest impact on or number of interactions with individuals or entities4 ,based on the assessment1 the ,director shall designate agencies1 agency components1 or programs as covered agencies for purposes of this ,act4 7b7 ,guidance ,the ,director shall issue guidance that requires each covered agency that solicits voluntary customer service feedback to ensure that-- 7#a7 any response to the solicitation of voluntary customer service feedback remains anonymous1 the collection method does not include a request for or opportunity for the respondent to provide information that could identify such respondent1 and any response is not traced to a specific individual or entity2 7#b7 any individual or entity who declines to participate in the solicitation of voluntary customer service feedback shall not be treated differently by the agency for purposes of providing services or information2 7#c7 the solicitation does not include more than #aj questions2 7#d7 the voluntary nature of the solicitation is clear2 7#e7 the collection of voluntary customer service feedback is only used to improve customer service and will not be used for any other purpose2 7#f7 any solicitation of voluntary customer service feedback is limited to #a solicitation per interaction with an individual or entity2 7#g7 to the extent practicable1 the solicitation of voluntary customer service feedback is made at the point of service with an individual or entity2 7#h7 any instrument for collecting voluntary customer service feedback is accessible to individuals with disabilities in accordance with section #ejh of the ,rehabilitation ,act of #aigc 7#bi ,u4,s4,c4 #gid;d72 and 7#i7 internal agency data governance policies remain in effect with respect to the collection of voluntary customer service feedback from any individual or entity4 #f4 ,customer experience data collection 7a7 ,collection of responses ,the head of each covered agency 7or a designee71 assisted by and in consultation with the ,performance ,improvement ,officer or other senior accountable official for customer service of the covered agency1 shall collect voluntary customer service feedback with respect to any service of or transaction with the covered agency that has been identified by the ,director1 in consultation with the ,administrator1 in accordance with the guidance issued by the ,director under section #e4 7b7 ,content of questions 7#a7 ,standardized questions ,the ,director1 in consultation with the ,administrator1 shall develop a set of standardized questions for use by each covered agency in collecting voluntary customer service feedback under this section that address-- 7,a7 overall satisfaction of individuals or entities with the specific interaction or service received2 7,b7 the extent to which individuals or entities were able to accomplish their intended task or purpose2 7,c7 whether the individual or entity was treated with respect and professionalism2 7,d7 whether the individual or entity believes they were served in a timely manner2 and 7,e7 any additional metrics as determined by the ,director1 in consultation with the ,administrator4 7#b7 ,additional questions ,in addition to the questions developed pursuant to paragraph 7#a71 the ,director shall consult with the ,performance ,improvement ,council to develop additional questions relevant to the operations or programs of covered agencies4 7c7 ,additional requirements ,to the extent practicable-- 7#a7 each covered agency shall collect voluntary customer service feedback across all platforms or channels through which the covered agency interacts with individuals or other entities to deliver information or services2 and 7#b7 voluntary customer service feedback collected under this section shall be tied to specific transactions or interactions with customers of the covered agency4 7d7 ,reports 7#a7 ,annual report to the director 7,a7 ,in general ,not later than #a year after the date of the enactment of this ,act1 and not less frequently than annually thereafter1 each covered agency shall publish on the website of the covered agency and submit to the ,director1 in a manner determined by the ,director-- 7i7 a report that includes-- 7,i7 the voluntary customer service feedback for the previous year2 and 7,,ii7 descriptions of how the covered agency has used and plans to use such feedback2 and 7ii7 a machine readable dataset that includes-- 7,i7 the the standardized questions or additional questions described in subsection 7b7 and the response choices for such questions2 and 7,,ii7 the response rate for each collection of voluntary customer service feedback for the previous year4 7,b7 ,centralized website ,the ,director shall-- 7i7 include and maintain on a publicly available website links to the information provided on the websites of covered agencies under subparagraph 7,a72 and 7ii7 for purposes of clause 7i71 establish a website or make use of an existing website1 such as the website required under section #aabb of title #ca1 ,united ,states ,code4 7#b7 ,aggregated report ,each covered agency shall publish in an electronic format and update on a regular basis an aggregated report on the solicitation and use of voluntary customer service feedback1 which shall include-- 7,a7 the intended purpose of each solicitation of voluntary customer service feedback conducted by the covered agency2 7,b7 the appropriate point of contact within each covered agency for each solicitation of voluntary customer service feedback conducted2 7,c7 the questions or survey instrument submitted to members of the public as part of the solicitation of voluntary customer service feedback2 and 7,d7 a description of how the covered agency uses the voluntary customer service feedback received by the covered agency to improve the customer service of the covered agency4 #g4 ,customer experience scorecard report 7a7 ,in general ,not later than #ae months after the date on which all covered agencies have submitted the first annual reports to the ,director required under section #f7;d77#a71 and every #b years thereafter until the date that is #aj years after such date1 the ,comptroller ,general of the ,united ,states shall make publicly available and submit to the ,committee on ,homeland ,security and ,governmental ,affairs of the ,senate and the ,committee on ,oversight and ,government ,reform of the ,house of ,representatives a scorecard report assessing the data collected and reported by the covered agencies and each instrument used to collect voluntary customer service feedback4 7b7 ,contents ,the report required under subsection 7a7 shall include-- 7#a7 a summary of the information required to be published by covered agencies under section #f7;d72 7#b7 a description of how each covered agency plans to use and has used the voluntary customer service feedback received by the covered agency2 and 7#c7 an evaluation of each covered agency's compliance with this ,act4 #h4 ,sense of ,congress ,it is the sense of ,congress that adequate ,federal funding is needed to ensure agency staffing levels that can provide the public with appropriate customer service levels4 ,amend the title so as to read3 ,a bill to require the collection of voluntary customer service feedback on services provided by agencies1 and for other purposes44 ,november #bg1 #bjah ,reported with amendments1 committed to the ,committee of the ,whole ,house on the ,state of the ,union1 and ordered to be printed