,i  #aaeth ,,congress  #b;d ,session    
,h4 ,r4 #edjb  ,,in ,,the ,,house ,,of  
,,representatives  ,march #bb1 #bjah    
,mr4 ,loudermilk 7for himself and ,mr4  
,connolly7 introduced the following     
bill2 which was referred to the         
,committee on ,oversight and ,government
 ,reform  ,a ,,bill  ,to require the    
establishment of ,federal customer      
service standards1 to improve the       
service and customer experience provided
 by ,federal agencies1 and for other    
purposes4  #a4 ,short title2 table of   
contents  7a7 ,short title ,this ,act   
may be cited as the ,government         
,customer ,service ,accountability and  
,improvement ,act of #bjah4  7b7 ,table 
of contents ,the table of contents for  
this ,act is as follows3  ,sec4 #a4     
,short title2 table of contents4 ,sec4  
#b4 ,findings2 sense of ,congress4 ,sec4
 #c4 ,definitions4 ,sec4 #d4            
,development of customer experience     
standards4 ,sec4 #e4 ,service           
,improvement and ,accountability ,unit  

,pilot ,program4 ,sec4 #f4 ,effective   
date4  #b4 ,findings2 sense of ,congress
  7a7 ,findings ,the ,congress finds the
 following3 7#a7 ,the ,federal          
,government serves the people of the    
,united ,states and should seek to      
continually improve public services4    
7#b7 ,the people of the ,united ,states 
deserve a ,federal ,government that     
provides efficient1 effective1 and      
high-quality services across multiple   
channels4  7#c7 ,many agencies1 offices1
 programs1 and ,federal employees       
provide excellent service to            
individuals1 however1 many functions of 
the ,federal ,government do not provide 
the customer service experience that    
individuals have come to expect from the
 private sector4  7#d7 ,the lack of     
,federal ,government customer service is
 an inveterate occurrence which has been
 attempted to be addressed through the  
actions of previous administrations     
including the ,executive ,order #abhfb1 
,setting ,customer ,service ,standards1 

signed ,september #aa1 #aiic1 by        
,president ,william ,j4 ,clinton and    
,executive ,order #acega1 ,streamlining 
,service ,delivery and ,improving       
,customer ,service1 signed ,april #bg1  
#bjaa1 by ,president ,barack ,h4 ,obama4
  7#e7 ,according to the #bjaf ,american
 ,customer ,satisfaction ,index1 the    
,federal ,government ranks among the    
bottom of all industries in the ,united 
,states in customer satisfaction4  7#f7 
,providing quality services to          
individuals improves the confidence of  
the people of the ,united ,states in    
their ,government4 ,such quality service
 is a necessary factor for agencies to  
fulfill their specific and clearly      
defined missions4  7#g7 ,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 use    
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-- 7,a7 has the meaning given that
 term under section #cejb of title #dd1 
,united ,states ,code2 and  7,b7 does   
not include an agency the ,president    
excludes for national security reasons4 
7#c7 ,customer ,the term customer1 with 
respect to an agency1 means any         
individual or entity that is directly   
served by an agency1 including a        
,congressional office4  7#d7 ,customer  
experience ,the term customer experience
 means the experience of an individual  

with an agency related to any service   
the agency is required to perform in    
accordance with the mission of the      
agency that requires personal           
assistance1 interaction1 or             
accessibility of the services and       
information provided by the agency4     
7#e7 ,director ,the term ,director means
 the ,director of the ,office of        
,management and ,budget4  #d4           
,development of customer experience     
standards  7a7 ,selection of certain    
agencies by ,,omb ,not later than #ij   
days after the date of the enactment of 
this ,act1 the ,director shall select   
certain agencies 7including at a minimum
 the ,department of ,veterans ,affairs1 
the ,office of ,personnel ,management1  
and the ,internal ,revenue ,service7 to 
develop customer experience standards   
and performance plans for that agency4  
7b7 ,agency standards and performance   
plans  7#a7 ,in general ,not later than 
#f months after the date on which the   
selection is made pursuant to subsection

 7a71 the senior accountable official   
for customer experience for each agency1
 in consultation with relevant agency   
program officials1 shall develop        
customer experience standards and       
performance plans1 subject to approval  
by the head of the agency and the       
,director4  7#b7 ,requirements for      
agency customer experience standards and
 performance plans ,the customer        
experience standards and performance    
plans established paragraph 7#a7 shall  
be-- 7,a7 based on customer and market  
research that identifies the aspects of 
service delivery that are most important
 to citizens2 and  7,b7 collected       
through both qualitative and            
quantitative research methods that      
incorporate voluntary feedback from     
citizens4  7#c7 ,inclusion in agency    
performance plans ,the approved         
standards and performance plans shall be
 included in the agency performance     
plans required under section #aaae7;b7  
of title #ca1 ,united ,states ,code4    

7c7 ,requirement ,to submit and publish 
standards and performance plans ,not    
later than #a month after the approval  
of the customer experience standards and
 performance plans required pursuant to 
subsection 7b71 the standards and plans 
shall be made publicly available by the 
senior accountable official for customer
 experience of the agency on the website
 of the relevant agency4  7d7 ,effective
 date of standards ,the customer        
experience standards and performance    
plans developed under subsection 7b7    
shall be effective upon publication in  
the agency performance plan pursuant to 
section #aaae7;b7 of title #ca1 ,united 
,states ,code4  #e4 ,service            
,improvement and ,accountability ,unit  
,pilot ,program  7a7 ,establishment of  
pilot program ,not later than #a year   
after the date on which the customer    
experience standards and performance    
plans are published pursuant to section 
#d7;c71 the ,director shall establish a 
pilot program1 to be known as the       

,service ,improvement and               
,accountability ,unit ,pilot ,program   
7in this section referred to as the     
pilot program71 to provide assistance to
 an agency that does not meet the       
standards that apply to that agency     
under section #d4  7b7 ,personnel ,the  
,director shall work with the head of   
each agency to detail employees within  
the agency to work on the pilot program1
 based on the expertise and skills      
required to address service improvement 
goals4 ,any employee so detailed shall  
be done in accordance with the          
requirements in section #ccda of title  
#e1 ,united ,states ,code4  7c7         
,responsibilities ,under the pilot      
program1 the ,office of ,management and 
,budget shall work with any agency that 
does not meet the customer experience   
standards developed by that agency under
 section #d to improve and modernize    
service delivery to develop solutions1  
including the following3  7#a7          
,evaluating the efforts of the agency to

 improve service delivery4  7#b7        
,developing a plan with clearly defined 
short- and long-term goals to improve   
within existing resources and by drawing
 on expertise and assistance from other 
agencies 7including the ,office of      
,management and ,budget7 where          
necessary4  7#c7 ,monitoring            
implementation by the agency of the plan
 developed under paragraph 7#b7 until   
the customer service standards are met4 
7#d7 ,submitting every #f months to the 
,director of the ,office of ,management 
and ,budget a report on the progress    
being made to improve service at the    
agency until the customer experience    
standards are met4  7d7 ,report ,not    
later than #b years after the date on   
which the pilot program is implemented1 
and annually thereafter until the       
termination of the pilot program1 the   
,director shall submit to the ,committee
 on ,oversight and ,government ,reform  
of the ,house of ,representatives and   
the ,committee on ,homeland ,security   

and ,governmental ,affairs of the       
,senate a report on the accomplishments 
and outcomes of the pilot program across
 all agencies in which it has been      
implemented and any recommendations for 
changes necessary achieve the customer  
experience standards developed under    
section #d4 ,the report shall include-- 
7#a7 achievements by agencies in meeting
 the customer experience performance    
standards developed under section #d2   
and  7#b7 an evaluation of the          
difficulties and lack of quality        
customer experience still prevalent4    
7e7 ,support ,the ,administrator shall  
provide administrative and other support
 in order to implement the pilot program
 under this section4 ,the head of each  
agency shall1 as appropriate and to the 
extent permitted by law1 provide at the 
request of the ,director up to #b       
personnel authorizations who have       
expertise in change management1 process 
improvement1 project management1 and    
information technology innovation to    

support the pilot program4 ,such        
personnel may be the ,inspector         
,general4  7f7 ,program continuation    
,the pilot program shall be taken up for
 consideration of continuation or       
termination #e years after the date of  
the enactment of this ,act by the       
relevant committees of jurisdiction in  
the ,house of ,representatives and the  
,senate4  #f4 ,effective date ,this ,act
 shall take effect #c months after the  
date of the enactment of this ,act4