#aaf? ,,congress  #a/ ,session  ,s4     
#abge  ,,an ,,act  ,to require !        
collection ( volunt>y fe$back on s]vices
 provid$ by ag5cies1 & = o!r purposes4  
#a4 ,%ort title ,?is ,act may be cit$ z 
! ,f$]al ,ag5cy ,cu/om] ,exp]i5ce ,act (
 #bjai4  #b4 ,f9d+s2 s5se ( ,congress   
7a7 ,f9d+s ,congress f9ds t-- 7#a7 !    
,f$]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]1 _m p>ts ( ! ,f$]al ,gov]nm5t /ill
 fall %ort on deliv]+ ! cu/om] s]vice   
exp]i5ce t individuals h come to expect 
f ! private sector2  7#d7 accord+ to !  
#bjah ,am]ican ,cu/om] ,satisfaction    
,index1 ! ,f$]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-- 7#a7 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$ ,/ates2 &  7#b7 adequate ,f$]al  
fund+ is ne$$ to ensure ag5cy /aff+     
levels t c provide ! public )           
appropriate cu/om] s]vice levels4  #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 requir$ by ! ,director to
 collect volunt>y fe$back = purposes (  
section #f1 bas$ on an assessm5t ( !    
compon5ts & programs ( ! ag5cy ) !      
highe/ impact on or numb] ( int]actions 
) individuals or entities4  7#d7        
,director ,! t]m ,director means !      
,director ( ! ,(fice ( ,managem5t &     
,budget4  7#e7 ,volunt>y fe$back ,! t]m 
volunt>y fe$back has ! mean+ giv5 ! t]m 
9 section #cejb ( title #dd1 ,unit$     
,/ates ,code1 z add$ by section #d ( ?is
 ,act4  #d4 ,application ( ! ,pap]work  
,r$uction ,act to collection ( volunt>y 
fe$back ,sub*apt] ,i ( *apt] #ce ( title
 #dd1 ,unit$ ,/ates ,code 7commonly kn[n
 z ! ,pap]work ,r$uction ,act71 is      
am5d$-- 7#a7 9 section #cejb1 z am5d$ by
 section #bjb7;a7 ( ! ,f\ndations =     
,evid5ce-,bas$ ,policymak+ ,act ( #bjah 

7,public ,law #aae-dce7-- 7,a7 9        
p>agraph 7#bb71 by /rik+ & at ! end2    
7,b7 9 p>agraph 7#bc71 by /rik+ ! p]iod 
at ! end & ins]t+ 2 &2 &  7,c7 by add+  
at ! end ! foll[+3  7#bd7 ! t]m volunt>y
 fe$back means any submission (         
in=mation1 op9ion1 or conc]n t is-- 7,a7
 volunt>ily made by a specific          
individual or o!r entity relat+ to a    
p>ticul> s]vice ( or transaction ) an   
ag5cy2 &  7,b7 specifically solicit$ by 
t ag5cy4  2 &  7#b7 9 section           
#ceah7;c77#a7-- 7,a7 9 subp>agraph 7,c71
 by /rik+ or at ! end2  7,b7 9          
subp>agraph 7,d71 by /rik+ ! p]iod at ! 
end & ins]t+ 2 or2 &  7,c7 by add+ at ! 
end ! foll[+3  7,e7 by an ag5cy t is    
volunt>y fe$back4  4  #e4 ,guidel9es =  
volunt>y fe$back ,ea* ag5cy t solicits  
volunt>y fe$back %all ensure t-- 7#a7   
responses to ! solicitation ( volunt>y  
fe$back rema9 anonym\s & %all n be trac$
 to specific individuals or entities2   
7#b7 individuals & entities :o decl9e to
 p>ticipate 9 ! solicitation ( volunt>y 

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 ! propos$ solicitation (    
volunt>y fe$back w contribute to improv$
 cu/om] s]vice2  7#f7 solicitations (   
volunt>y fe$back are limit$ to #a       
solicitation p] int]action ) an         
individual or entity2  7#g7 to ! ext5t  
practicable1 ! solicitation ( volunt>y  
fe$back is made at ! po9t ( s]vice ) an 
individual or entity2  7#h7 in/rum5ts = 
collect+ volunt>y fe$back are 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    
fe$back f individuals & entities4  #f4  
,cu/om] exp]i5ce data collection  7a7   
,collection ( responses ,! head ( ea*   
cov]$ ag5cy 7or a designee71 assi/$ by &

 9 coord9ation ) ! s5ior acc\ntable     
(ficial = cu/om] s]vice ( ! cov]$ ag5cy1
 %all collect volunt>y fe$back ) respect
 to s]vices ( or transactions ) ! cov]$ 
ag5cy4  7b7 ,cont5t ( que/ions  7#a7    
,/&>diz$ que/ions ,! ,director1 9       
coord9ation ) ! ,adm9i/rator1 %all      
develop a set ( /&>diz$ que/ions = use  
by cov]$ ag5cies 9 collect+ volunt>y    
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 coord9ation ) !            
,adm9i/rator4  7#b7 ,additional que/ions
 ,9 addition to ! que/ions develop$ "u  
p>agraph 7#a71 ! s5ior acc\ntable       
(ficial = cu/om] s]vice at a cov]$ ag5cy

 may develop que/ions relevant to !     
specific op]ations or programs ( ! cov]$
 ag5cy4  7c7 ,additional requirem5ts ,to
 ! ext5t practicable-- 7#a7 ea* cov]$   
ag5cy %all collect volunt>y 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 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 ! ,director1 a report
 on ! volunt>y fe$back requir$ to be    
collect$ "u ?is section t includes-- 7i7
 ! detail$ results1 includ+ a summ>y (  
h[ individuals & entities respond$ to   
ea* "q2  7ii7 ! total numb] ( survey    
responses2 &  7iii7 ! response rate =   

ea* survey adm9i/]$4  7,b7 ,c5traliz$   
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%1 on a regul>    
basis1 an aggregat$ report on !         
solicitation ( volunt>y fe$back s5t to  
individuals or entities1 :i* %all       
include-- 7,a7 ! int5d$ purpose ( ea*   
solicitation ( volunt>y fe$back conduct$
 by ! cov]$ ag5cy2  7,b7 ! appropriate  
po9t ( contact )9 ea* cov]$ ag5cy = ea* 
solicitation ( volunt>y fe$back         
conduct$2  7,c7 ! que/ions or survey    
in/rum5t submitt$ to memb]s ( ! public z
 "p ( ! solicitation ( volunt>y         
in=mation2 &  7,d7 a description ( h[ ! 
cov]$ ag5cy uses ! volunt>y fe$back     
receiv$ by ! cov]$ ag5cy to improve !   

cu/om] s]vice ( ! cov]$ ag5cy4  #g4     
,cu/om] exp]i5ce 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 &    
,re=m ( ! ,h\se ( ,repres5tatives a     
report assess+ ! data collect$ & report$
 by ! cov]$ ag5cies4  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 w use ! volunt>y  
fe$back receiv$ by ! cov]$ ag5cy to     
improve s]vice deliv]y4  #h4 ,re/riction
 on use ( in=mation ,any in=mation      
collect$ pursuant to ?is ,act1 or any   
am5dm5t made by ?is ,act1 may n be us$ 9

 any appraisal ( job p]=mance ( a ,f$]al
 employee "u *apt] #dc ( title #e1      
,unit$ ,/ates ,code1 or any o!r         
provision ( law4  ,pass$ ! ,s5ate ,july 
#be1 #bjai4,secret>y