,i  #aae? ,,congress  #b;d ,session  ,h4
 ,r4 #edjb  ,,9 ,,! ,,h\se ,,(          
,,repres5tatives  ,m>* #bb1 #bjah ,mr4  
,l\d]milk 7= himself & ,mr4 ,connolly7  
introduc$ ! foll[+ bill2 :i* 0 ref]r$ to
 ! ,committee on ,ov]sight & ,gov]nm5t  
,re=m  ,a ,,bill  ,to require !         
e/abli%m5t ( ,f$]al cu/om] s]vice /&>ds1
 to improve ! s]vice & cu/om] exp]i5ce  
provid$ by ,f$]al ag5cies1 & = o!r      
purposes4  #a4 ,%ort title2 table (     
cont5ts  7a7 ,%ort title ,?is ,act may  
be cit$ z ! ,gov]nm5t ,cu/om] ,s]vice   
,acc\ntability & ,improvem5t ,act (     
#bjah4  7b7 ,table ( cont5ts ,! table ( 
cont5ts = ?is ,act is z foll[s3  ,sec4  
#a4 ,%ort title2 table ( cont5ts4 ,sec4 
#b4 ,f9d+s2 s5se ( ,congress4 ,sec4 #c4 
,def9itions4 ,sec4 #d4 ,developm5t (    
cu/om] exp]i5ce /&>ds4 ,sec4 #e4 ,s]vice
 ,improvem5t & ,acc\ntability ,unit     
,pilot ,program4 ,sec4 #f4 ,effective   
date4  #b4 ,f9d+s2 s5se ( ,congress  7a7
 ,f9d+s ,! ,congress f9ds ! foll[+3 7#a7
 ,! ,f$]al ,gov]nm5t s]ves ! p ( !      

,unit$ ,/ates & %\ld seek to cont9ually 
improve public s]vices4  7#b7 ,! p ( !  
,unit$ ,/ates des]ve a ,f$]al ,gov]nm5t 
t provides effici5t1 effective1 &       
high-quality s]vices across multiple    
*annels4  7#c7 ,_m ag5cies1 (fices1     
programs1 & ,f$]al employees provide    
excell5t s]vice to individuals1 h[ev]1  
_m functions ( ! ,f$]al ,gov]nm5t d n   
provide ! cu/om] s]vice exp]i5ce t      
individuals h come to expect f ! private
 sector4  7#d7 ,! lack ( ,f$]al         
,gov]nm5t cu/om] s]vice is an invet]ate 
occurr5ce :i* has be5 attempt$ to be    
address$ ?r\gh ! actions ( previ\s      
adm9i/rations includ+ ! ,executive ,ord]
 #abhfb1 ,sett+ ,cu/om] ,s]vice ,/&>ds1 
sign$ ,septemb] #aa1 #aiic1 by ,presid5t
 ,william ,j4 ,cl9ton & ,executive ,ord]
 #acega1 ,/reaml9+ ,s]vice ,deliv]y &   
,improv+ ,cu/om] ,s]vice1 sign$ ,april  
#bg1 #bjaa1 by ,presid5t ,b>ack ,h4     
,obama4  7#e7 ,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] satisfaction4  7#f7 ,provid+     
quality s]vices to individuals improves 
! confid5ce ( ! p ( ! ,unit$ ,/ates 9 _!
 ,gov]nm5t4 ,su* quality s]vice is a    
necess>y factor = ag5cies to fulfill _! 
specific & cle>ly def9$ missions4  7#g7 
,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 & use 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-- 7,a7 has ! mean+ giv5 t t]m "u  

section #cejb ( title #dd1 ,unit$ ,/ates
 ,code2 &  7,b7 does n include an ag5cy 
! ,presid5t excludes = national security
 reasons4  7#c7 ,cu/om] ,! t]m cu/om]1 )
 respect to an ag5cy1 means any         
individual or entity t is directly s]v$ 
by an ag5cy1 includ+ a ,congressional   
(fice4  7#d7 ,cu/om] exp]i5ce ,! t]m    
cu/om] exp]i5ce means ! exp]i5ce ( an   
individual ) an ag5cy relat$ to any     
s]vice ! ag5cy is requir$ to p]=m 9     
accordance ) ! mission ( ! ag5cy t      
requires p]sonal assi/ance1 int]action1 
or accessibility ( ! s]vices & in=mation
 provid$ by ! ag5cy4  7#e7 ,director ,! 
t]m ,director means ! ,director ( !     
,(fice ( ,managem5t & ,budget4  #d4     
,developm5t ( cu/om] exp]i5ce /&>ds  7a7
 ,selection ( c]ta9 ag5cies by ,,omb ,n 
lat] ?an #ij days aft] ! date ( !       
enactm5t ( ?is ,act1 ! ,director %all   
select c]ta9 ag5cies 7includ+ at a      
m9imum ! ,dep>tm5t ( ,vet]ans ,affairs1 
! ,(fice ( ,p]sonnel ,managem5t1 & !    
,int]nal ,rev5ue ,s]vice7 to develop    

cu/om] exp]i5ce /&>ds & p]=mance plans =
 t ag5cy4  7b7 ,ag5cy /&>ds & p]=mance  
plans  7#a7 ,9 g5]al ,n lat] ?an #f     
mon?s aft] ! date on :i* ! selection is 
made pursuant to subsection 7a71 ! s5ior
 acc\ntable (ficial = cu/om] exp]i5ce = 
ea* ag5cy1 9 consultation ) relevant    
ag5cy program (ficials1 %all develop    
cu/om] exp]i5ce /&>ds & p]=mance plans1 
subject to approval by ! head ( ! ag5cy 
& ! ,director4  7#b7 ,requirem5ts =     
ag5cy cu/om] exp]i5ce /&>ds & p]=mance  
plans ,! cu/om] exp]i5ce /&>ds &        
p]=mance plans e/abli%$ p>agraph 7#a7   
%all be-- 7,a7 bas$ on cu/om] & m>ket   
rese>* t id5tifies ! aspects ( s]vice   
deliv]y t are mo/ important to citiz5s2 
&  7,b7 collect$ ?r\gh bo? qualitative &
 quantitative rese>* me?ods t           
incorporate volunt>y fe$back f citiz5s4 
7#c7 ,inclusion 9 ag5cy p]=mance plans  
,! approv$ /&>ds & p]=mance plans %all  
be includ$ 9 ! ag5cy p]=mance plans     
requir$ "u section #aaae7;b7 ( title    
#ca1 ,unit$ ,/ates ,code4  7c7          

,requirem5t ,to submit & publi% /&>ds & 
p]=mance plans ,n lat] ?an #a mon? aft] 
! approval ( ! cu/om] exp]i5ce /&>ds &  
p]=mance plans requir$ pursuant to      
subsection 7b71 ! /&>ds & plans %all be 
made publicly available by ! s5ior      
acc\ntable (ficial = cu/om] exp]i5ce ( !
 ag5cy on ! website ( ! relevant ag5cy4 
7d7 ,effective date ( /&>ds ,! cu/om]   
exp]i5ce /&>ds & p]=mance plans develop$
 "u subsection 7b7 %all be effective ^u 
publication 9 ! ag5cy p]=mance plan     
pursuant to section #aaae7;b7 ( title   
#ca1 ,unit$ ,/ates ,code4  #e4 ,s]vice  
,improvem5t & ,acc\ntability ,unit      
,pilot ,program  7a7 ,e/abli%m5t ( pilot
 program ,n lat] ?an #a ye> aft] ! date 
on :i* ! cu/om] exp]i5ce /&>ds &        
p]=mance plans are publi%$ pursuant to  
section #d7;c71 ! ,director %all e/abli%
 a pilot program1 to be kn[n z ! ,s]vice
 ,improvem5t & ,acc\ntability ,unit     
,pilot ,program 79 ?is section ref]r$ to
 z ! pilot program71 to provide         
assi/ance to an ag5cy t does n meet !   

/&>ds t apply to t ag5cy "u section #d4 
7b7 ,p]sonnel ,! ,director %all "w ) !  
head ( ea* ag5cy to detail employees )9 
! ag5cy to "w on ! pilot program1 bas$  
on ! exp]tise & skills requir$ to       
address s]vice improvem5t goals4 ,any   
employee s detail$ %all be done 9       
accordance ) ! requirem5ts 9 section    
#ccda ( title #e1 ,unit$ ,/ates ,code4  
7c7 ,responsibilities ,"u ! pilot       
program1 ! ,(fice ( ,managem5t & ,budget
 %all "w ) any ag5cy t does n meet !    
cu/om] exp]i5ce /&>ds develop$ by t     
ag5cy "u section #d to improve &        
mod]nize s]vice deliv]y to develop      
solutions1 includ+ ! foll[+3  7#a7      
,evaluat+ ! ef=ts ( ! ag5cy to improve  
s]vice deliv]y4  7#b7 ,develop+ a plan )
 cle>ly def9$ %ort- & long-t]m goals to 
improve )9 exi/+ res\rces & by draw+ on 
exp]tise & assi/ance f o!r ag5cies      
7includ+ ! ,(fice ( ,managem5t &        
,budget7 :]e necess>y4  7#c7 ,monitor+  
implem5tation by ! ag5cy ( ! plan       
develop$ "u p>agraph 7#b7 until ! cu/om]

 s]vice /&>ds are met4  7#d7 ,submitt+ e
 #f mon?s to ! ,director ( ! ,(fice (   
,managem5t & ,budget a report on !      
progress be+ made to improve s]vice at !
 ag5cy until ! cu/om] exp]i5ce /&>ds are
 met4  7d7 ,report ,n lat] ?an #b ye>s  
aft] ! date on :i* ! pilot program is   
implem5t$1 & annually !reaft] until !   
t]m9ation ( ! pilot program1 ! ,director
 %all submit to ! ,committee on         
,ov]sight & ,gov]nm5t ,re=m ( ! ,h\se ( 
,repres5tatives & ! ,committee on       
,homel& ,security & ,gov]nm5tal ,affairs
 ( ! ,s5ate a report on ! accompli%m5ts 
& outcomes ( ! pilot program across all 
ag5cies 9 :i* x has be5 implem5t$ & any 
recomm5dations = *anges necess>y a*ieve 
! cu/om] exp]i5ce /&>ds develop$ "u     
section #d4 ,! report %all include--    
7#a7 a*ievem5ts by ag5cies 9 meet+ !    
cu/om] exp]i5ce p]=mance /&>ds develop$ 
"u section #d2 &  7#b7 an evaluation ( !
 difficulties & lack ( quality cu/om]   
exp]i5ce /ill preval5t4  7e7 ,support ,!
 ,adm9i/rator %all provide adm9i/rative 

& o!r support 9 ord] to implem5t ! pilot
 program "u ?is section4 ,! head ( ea*  
ag5cy %all1 z appropriate & to ! ext5t  
p]mitt$ by law1 provide at ! reque/ ( ! 
,director up to #b p]sonnel             
au?orizations :o h exp]tise 9 *ange     
managem5t1 process improvem5t1 project  
managem5t1 & in=mation te*nology        
innovation to support ! pilot program4  
,su* p]sonnel may be ! ,inspector       
,g5]al4  7f7 ,program cont9uation ,!    
pilot program %all be tak5 up =         
consid]ation ( cont9uation or t]m9ation 
#e ye>s aft] ! date ( ! enactm5t ( ?is  
,act by ! relevant committees (         
jurisdiction 9 ! ,h\se ( ,repres5tatives
 & ! ,s5ate4  #f4 ,effective date ,?is  
,act %all take effect #c mon?s aft] !   
date ( ! enactm5t ( ?is ,act4