,,ii ,calendar ,no4 #aaa #aafth ,,congress #ast ,session ,s4 #abge ,report ,no4 #aaf-df ,,in ,,the ,,senate ,,of ,,the ,,united ,,states ,may #a1 #bjai,ms4 ,hassan 7for herself and ,mr4 ,lankford7 introduced the following bill2 which was read twice and referred to the ,committee on ,homeland ,security and ,governmental ,affairs ,june #aj1 #bjai,reported by ,mr4 ,johnson1 with amendments,omit the part struck through and insert the part printed in italic ,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 #bjai4 #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 individuals21 however1 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 #bjah ,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 ,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-- 7#a7 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 ,states2 and 7#b7 adequate ,federal funding is needed to ensure agency staffing levels that can provide the public with appropriate customer service levels4 #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 required by the ,director to collect voluntary feedback for purposes of section #f1 based on an assessment of the components and programs of the agency with the highest impact on or number of interactions with individuals or entities4 7#d7 ,director ,the term ,director means the ,director of the ,office of ,management and ,budget4 7#e7 ,voluntary feedback ,the term voluntary feedback has the meaning given the term in section #cejb of title #dd1 ,united ,states ,code1 as added by section #d of this ,act4 #d4 ,application of the ,paperwork ,reduction ,act to collection of voluntary feedback ,subchapter ,i of chapter #ce of title #dd1 ,united ,states ,code 7commonly known as the ,paperwork ,reduction ,act71 is amended-- 7#a7 in section #cejb1 as amended by section #bjb7;a7 of the ,foundations for ,evidence-,based ,policymaking ,act of #bjah 7,public ,law #aae-dce7-- 7,a7 in paragraph 7#ac77;,d7 7#bb71 by striking and at the end2 7,b7 in paragraph 7#ad7 7#bc71 by striking the period at the end and inserting 2 and2 and 7,c7 by adding at the end the following3 7#aebd7 the term voluntary feedback means any submission of information1 opinion1 or concern that is-- 7,a7 voluntarily made by a specific individual or other entity relating to a particular service of or transaction with an agency2 and 7,b7 specifically solicited by that agency4 2 and 7#b7 in section #ceah7;c77#a7-- 7,a7 in subparagraph 7,c71 by striking or at the end2 7,b7 in subparagraph 7,d71 by striking the period at the end and inserting 2 or2 and 7,c7 by adding at the end the following3 7,e7 by an agency that is voluntary feedback4 4 #e4 ,guidelines for voluntary feedback ,each agency that solicits voluntary feedback shall ensure that-- 7#a7 responses to the solicitation of voluntary feedback remain anonymous and shall not be traced to specific individuals or entities2 7#b7 individuals and entities who decline to participate in the solicitation of voluntary 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 proposed solicitation of voluntary feedback will contribute to improved customer service2 7#f7 solicitations of voluntary feedback are limited to #a solicitation per interaction with an individual or entity2 7#g7 to the extent practicable1 the solicitation of voluntary feedback is made at the point of service with an individual or entity2 7#h7 instruments for collecting voluntary feedback are 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 feedback from individuals and entities4 #f4 ,customer experience data collection 7a7 ,collection of responses ,the head of each covered agency 7or a designee71 assisted by and in coordination with the senior accountable official for customer service of the covered agency1 shall collect voluntary feedback with respect to services of or transactions with the covered agency4 7b7 ,content of questions 7#a7 ,standardized questions ,the ,director1 in coordination with the ,administrator1 shall develop a set of standardized questions for use by covered agencies in collecting voluntary 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 coordination with the ,administrator4 7#b7 ,additional questions ,in addition to the questions developed under paragraph 7#a71 the senior accountable official for customer service at a covered agency may develop questions relevant to the specific operations or programs of the covered agency4 7c7 ,additional requirements ,to the extent practicable-- 7#a7 each covered agency shall collect voluntary 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 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 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 ,director1 a report on the voluntary feedback required to be collected under this section that includes-- 7i7 the detailed results1 including a summary of how individuals and entities responded to each question2 7ii7 the total number of survey responses2 and 7iii7 the response rate for each survey administered4 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 publish1 on a regular basis1 an aggregated report on the solicitation of voluntary feedback sent to individuals or entities1 which shall include-- 7,a7 the intended purpose of each solicitation of voluntary feedback conducted by the covered agency2 7,b7 the appropriate point of contact within each covered agency for each solicitation of voluntary feedback conducted2 7,c7 the questions or survey instrument submitted to members of the public as part of the solicitation of voluntary information2 and 7,d7 a description of how the covered agency uses the voluntary feedback received by the covered agency to improve the customer service of the covered agency4 #g4 ,customer experience 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 ,reform of the ,house of ,representatives a report assessing the data collected and reported by the covered agencies4 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 and 7#b7 a description of how each covered agency will use the voluntary feedback received by the covered agency to improve service delivery4 #h4 ,restriction on use of information ,any information collected pursuant to this ,act1 or any amendment made by this ,act1 may not be used in any appraisal of job performance of a ,federal employee under chapter #dc of title #e1 ,united ,states ,code1 or any other provision of law4 ,june #aj1 #bjai,reported with amendments