,,ii #aagth ,,congress #ast ,session ,s4 #aicd ,,in ,,the ,,senate ,,of ,,the ,,united ,,states ,may #bg1 #bjba,mr4 ,murphy 7for himself and ,mr4 ,lankford7 introduced the following bill2 which was read twice and referred to the ,committee on ,homeland ,security and ,governmental ,affairs ,a ,,bill ,to improve public trust in the ,federal ,government by establishing customer experience as a central measure of performance for agencies and the ,federal ,government1 and for other purposes4 #a4 ,short title ,this ,act may be cited as the ,trust in ,public ,service ,act4 #b4 ,findings ,congress finds the following3 7#a7 ,although the public believes that the ,federal ,government serves an indispensable role and often performs quite well1 overall trust in the ,federal ,government is at historic lows4 7#b7 ,agencies face competing requirements and respond to evolving and diverse needs in a context of uncertainty and constrained resources4 ,to perform this challenging job for the benefit of the public1 experimentation1 learning1 and failure should be expected and welcomed4 ,congress must support agencies throughout this process by balancing traditional oversight with dedicated efforts to celebrate progress and locate setbacks within a broader context4 7#c7 ,improving public trust requires delivering tangible results that address the needs of the public1 including those needs that span agencies or require coordination with ,state1 local1 ,tribal1 or territorial governments4 ,but improving public trust also requires the ,federal ,government to consider much more deeply how interaction with the public shapes public perceptions and how communication by the ,federal ,government can provide better context on the many ways in which the ,federal ,government serves the public4 7#d7 ,in terms of public interaction1 whether seeking a small business loan1 veterans' services1 ,social ,security benefits1 or other service or information1 the people of the ,united ,states deserve a customer experience that matches or exceeds that of leading private sector organizations4 ,this level of customer experience means experiences are seamless1 connected1 inclusive1 effective1 consistent1 and reliable4 7#e7 ,customer experience 7commonly referred to as ,,cx7 is a vital means for agencies to pursue their missions in a more effective and responsive way and at a lower cost1 as research shows that customer experience is linked to-- 7,a7 more accurate and timely data submissions2 7,b7 increased feedback that improves services through #c different means1 which include-- 7i7 process1 procedure1 product1 or safety improvement2 7ii7 uncovering unmet customer needs that require a new or innovative approach2 and 7iii7 informing leadership decision making so that agencies are grounded in improving customer outcomes2 7,c7 improved compliance with agency regulations and guidance2 and 7,d7 improved workforce morale and retention4 7#f7 ,customer experience is also highly correlated with public trust in the ,federal ,government and is therefore essential for broader efforts of the ,federal ,government to earn and maintain the consent of the governed4 7#g7 ,yet the ,forrester's #bjbj ,federal ,customer ,experience ,index noted that ,federal customer experience lags behind all sectors of private industry4 ,while the ,federal ,government faces constraints that the private sector does not face1 including competing requirements1 such as balancing speed and combating fraud1 an obligation to serve the entire public1 less nimble workforce and hiring policies1 and personnel and spending constraints1 the ,federal ,government has both the ability and imperative to improve customer experience4 7#h7 ,research also shows a strong correlation between employee engagement and the quality of customer experience4 ,employees provide better customer experience when they feel valued and identify with the missions of their agencies1 and1 as customer experience and confidence in the agency improves1 those employees become even more committed1 creative1 and professional4 7#i7 ,the ,federal ,government has made significant progress on improving customer experience1 including through-- 7,a7 efforts within the ,general ,services ,administration1 such as the #ah;,f ,office1 the #aj,x ,program1 the ,u4,s4 ,web ,design ,system1 the ,digital4gov communities and website1 and the ,presidential ,innovation ,fellows ,program2 7,b7 the ,smarter ,,it ,schedule ,a hiring authority issued by the ,director of the ,office of ,personnel ,management2 7,c7 the ,technology ,modernization ,fund established under section #ajgh of the ,national ,defense ,authorization ,act for ,fiscal ,year #bjah 7#dj ,u4,s4,c4 #aacja note71 which provides broad authority for information technology modernization to improve customer experience and public-facing digital services2 7,d7 efforts on employee engagement by the ,office of ,personnel ,management and the ,office of ,management and ,budget2 7,e7 the ,united ,states ,digital ,service2 7,f7 ,executive ,order #abhfb 7#ca ,u4,s4,c4 #eja note2 relating to setting customer service standards7 and ,executive ,order #acega 7#gf ,fed4 ,reg4 #bdcci2 relating to streamlining service delivery and improving customer service72 7,g7 efforts of the executive branch as of the date of enactment of this ,act1 including-- 7i7 ,section #bhj of ,circular ,a#aa ,part #f 7#bjba7 of the ,office of ,management and ,budget2 and 7ii7 the establishment of dedicated individuals at the ,office of ,management and ,budget to work on cross-agency customer experience initiatives and information collection reviews2 7,h7 the designation of high-impact service providers and the sharing of feedback performance data1 customer experience capacity assessments1 and customer experience action plans on a dedicated website2 7,i7 individual agencies that are early adopters of customer experience approaches1 including the ,veterans ,experience ,office of the ,department of ,veterans ,affairs2 and 7,j7 legislation1 including-- 7i7 the ,digital ,accountability and ,transparency ,act of #bjad 7#ca ,u4,s4,c4 #faja note72 7ii7 the #bast ,century ,integrated ,digital ,experience ,act 7#dd ,u4,s4,c4 #ceja note72 and 7iii7 pending legislation4 7#aj7 ,with respect to communication1 agencies have both a constitutional duty and an operational imperative to better communicate how those agencies serve the public1 including through stories of human-level impact1 compelling design1 and interactive platforms that make the public feel valued and included1 particularly if agencies work in counterintuitive1 preventative1 or subtle ways4 7#aa7 ,a push towards open government1 in particular through data4gov1 performance4gov1 challenge4gov1 and other transparency efforts1 are vital steps to improving public confidence and decision-making and service delivery4 ,additionally1 open data is a vital service for the public that researchers1 businesses1 nonprofit organizations1 and the public alike can use to innovate1 promote economic growth1 and take an active role in improving communities alongside the ,federal ,government4 7#ab7 ,but open government is not enough4 ,to truly nourish a debate about the achievements and role of the ,federal ,government1 rather than simply making information available1 agencies must communicate their mandates1 performance1 and data in a manner that ensures that the public understands the broader context in which those agencies operate and the real-world impact of those agencies4 7#ac7 ,in performing the tasks described in paragraph 7#ab71 the ,federal ,government has broad latitude to communicate to the public in tailored1 creative1 and compelling ways4 ,provisions in annual appropriations ,acts typically bar agencies from engaging in impermissible publicity or propaganda4 ,although those provisions prohibit agencies from engaging in self-aggrandizement1 covert propaganda and purely partisan communications1 those provisions do not restrict agencies from engaging in legitimate activities to inform the public about agency programs4 ,full compliance with those provisions presents no bar for an agency to fully implement the activities authorized and encouraged in this ,act4 ,as necessary1 agencies may seek decisions and informal technical assistance from the ,comptroller ,general of the ,united ,states concerning the applicability of prohibitions against publicity or propaganda4 7#ad7 ,,usa4gov and other-,government wide platforms1 such as login4gov1 have the potential to become interactive1 personalized1 and compelling portals to the ,federal ,government and enable the public to both address its needs1 learn about the myriad ways in which the ,federal ,government improves the lives of the public1 and develop a greater sense of pride in the ,federal ,government4 ,however1 the current incarnations of ,government-wide communication platforms fall well short of this vision4 #c4 ,sense of ,congress ,is it the sense of ,congress that-- 7#a7 agencies must-- 7,a7 continue to develop customer-centered mindsets as a means to providing high-quality1 responsive1 inclusive1 reliable1 transparent1 empathetic1 courteous1 and efficient services to the people of the ,united ,states2 and 7,b7 use public feedback and human-centered design practices to continually improve services2 7#b7 all agency interaction with the public must be seen as an invaluable opportunity to strengthen the bond of trust between the people of the ,united ,states and the ,federal ,government as a whole2 7#c7 to this end1 the ,federal ,government must-- 7,a7 adopt a whole-of-,government1 integrated1 and enterprise approach to service delivery2 7,b7 build out the technical capacity of the ,federal ,government1 as has been done with the establishment of the ,united ,states ,digital ,service and the ,technology ,transformation ,service of the ,general ,services ,administration1 that creates a strategy1 accountability1 and performance framework for identifying and defining experiences and managing improvements across agency delivery systems2 7,c7 enhance customer experience based on an understanding of true needs of the public1 rather solely on individual agency or program mandates2 7,d7 identify ambitious agency and ,government-wide customer experience priorities2 7,e7 develop consistent approaches to customer experience across the ,federal ,government1 as consistency is central to building ,government-wide trust2 and 7,f7 mobilize resources to support the ,chief of ,staffs1 ,chief ,operating ,officers1 or equivalent officials1 of agencies and hold those officials accountable for customer experience through statutorily-established councils1 such as the ,performance ,improvement ,council1 the ,chief ,information ,officers ,council1 the ,chief ,data ,officers ,council1 the ,evaluation ,officer ,council1 the ,chief ,human ,capital ,officers ,council1 and the ,president's ,management ,council2 7#d7 while the imperative to improve customer experience particularly applies to high-impact service providers1 which have frequent interaction with the public or high profiles1 all agencies1 no matter the scope of the mission of an agency or the manner in which an agency works1 have an obligation and opportunity to proactively and effectively communicate how those agencies serve the public as a means towards increasing responsiveness and contributing to public trust in the ,federal ,government2 7#e7 to understand if information is effectively communicated by agencies1 agency communication must be tailored to ensure the public receives and understands information through-- 7,a7 human-level stories2 7,b7 proactive outreach2 7,c7 modern design1 including multimedia2 7,d7 opportunities for public participation2 and 7,e7 feedback and testing2 7#f7 to inspire ,federal employees and contractors to serve the public in a responsive1 creative1 and professional manner1 agencies must improve employee engagement1 including by-- 7,a7 regularly soliciting and responding to employee feedback and improving internal agency services1 such as human resources and information technology2 and 7,b7 using human-centered design practices2 and 7#g7 similarly1 when agencies provide information or services to each other1 these interactions should be characterized by effectiveness1 ease1 and responsiveness to help enable fellow agencies to provide the public with high-quality customer experience4 #d4 ,definitions ,in this ,act3 7#a7 ,agency2 customer experience2 employee engagement2 ,federal customer2 ,federal employee2 high-impact service provider2 voluntary customer feedback ,the terms agency1 customer experience1 employee engagement1 ,federal customer1 ,federal employee1 high-impact service provider1 and voluntary customer feedback have the meaning given those terms in section #cba of title #e1 ,united ,states ,code1 as added by this ,act4 7#b7 ,director ,the term ,director means the ,director of the ,office of ,management and ,budget4 7#c7 ,propaganda and publicity ,the term propaganda and publicity means information produced and disseminated by an agency that is-- 7,a7 self-aggrandizing or seeks to inflate the reputation of an official2 7,b7 a covert communication in which the agency does not disclose that the agency is the source of the communication2 or 7,c7 purely partisan in nature4 #e4 ,elevating customer experience and employee engagement within the ,federal ,government 7a7 ,requirements for customer experience1 public communication1 and employee engagement 7#a7 ,in general ,chapter #c of title #e1 ,united ,states ,code1 is amended by adding at the end the following3 ,,iii ,federal customer experience #cba4 ,definitions ,in this subchapter3 7#a7 ,agency ,the term agency-- 7,a7 has the meaning give the term in section #cjf7;f72 and 7,b7 includes the ,united ,states ,postal ,service4 7#b7 ,customer experience ,the term customer experience-- 7,a7 means the ways in which the ,federal ,government and agencies consider ,federal customers at the center of the decision making process1 including by-- 7i7 understanding needs from the perspective of a ,federal customer2 7ii7 considering the entire journey of a ,federal customer1 instead of simply the point of service2 7iii7 soliciting and considering voluntary customer feedback2 and 7iv7 measuring performance2 and 7,b7 includes a consideration of the factors within any interaction between a ,federal customer and an agency1 or between agencies1 including1 with respect to the interaction-- 7i7 ease2 7ii7 effectiveness2 7iii7 emotional effect2 7iv7 perception or trust2 7v7 ,federal employee interaction2 and 7vi7 any other factor that impacts the overall trust1 satisfaction1 and confidence of the customer in a program1 an agency1 or the ,federal ,government as a whole4 7#c7 ,director ,the term ,director means the ,director of the ,office of ,management and ,budget4 7#d7 ,employee engagement ,the term employee engagement means-- 7,a7 the heightened sense of commitment of a ,federal employee or contractor to the agency for which the ,federal employee works or the contractor performs services and the ,federal customers served by the ,federal employee or contractor that results in a more efficient1 effective1 creative1 or courteous outcome2 and 7,b7 the extent to which a ,federal employee or contractor-- 7i7 finds personal meaning and pride in the work of the ,federal employee or contractor2 and 7ii7 with respect to the agency served by the ,federal employee or contractor1 feels-- 7,i7 a sense of belonging in the culture of work of the agency2 7,,ii7 valued by the agency and the public2 and 7,,iii7 that the agency regularly considers and is responsive to feedback and human-centered design insights from the ,federal employee or contractor4 7#e7 ,federal customer ,the term ,federal customer-- 7,a7 means-- 7i7 a member of the public of the ,united ,states2 and 7ii7 an entity that is directly impacted by the ,federal ,government1 including-- 7,i7 member of the public of the ,united ,states1 a business1 an organization1 or an agency of a ,state or unit of local government1 ,tribal1 or territorial that interacts with an agency or ,federal program-- 7aa7 directly2 7bb7 through a ,federal contractor2 or 7cc7 through a federally funded program2 7,,ii7 an applicant for a ,federal job1 a ,federal employee1 a contractor1 or a volunteer of the ,federal ,government that interacts with an agency or an internal process of an agency1 including-- 7aa7 hiring2 7bb7 on-boarding2 7cc7 human resources2 7dd7 information technology services2 and 7ee7 efforts to improve agency performance1 including by suggesting process improvements or reporting fraud1 waste1 or abuse2 7,,iii7 an agency that relies on another agency for information or services2 and 7,,iv7 the recipient of a ,federal award1 including a contract1 grant1 or loan4 7#f7 ,federal employee ,the term ,federal employee has the meaning given the term employee in section #baje of title #e1 ,united ,states ,code4 7#g7 ,high-impact service provider ,the term high-impact service provider means an agency or a component of an agency designated as a high-impact service provider in guidance issued by the ,director under section #cbc7;b77#d74 7#h7 ,human-centered design ,the term human-centered design means an approach towards designing interactive systems1 processes1 products1 services1 or information that aims to make those systems1 processes1 products1 services1 or information more usable and useful by-- 7,a7 focusing on the users of the systems1 processes1 or information and the needs and requirements of those users2 and 7,b7 applying knowledge of human factors and learning from human feedback and interactions with similar systems1 processes1 or information4 7#i7 ,voluntary customer feedback ,the term voluntary customer feedback means the submission of information1 an opinion1 appreciation1 or a concern by a ,federal customer following an interaction with an agency that is-- 7,a7 solicited by the agency and identified as voluntary in the solicitation2 and 7,b7 voluntarily made by the ,federal customer relating to the particular service of1 or interaction with1 the agency4 #cbb4 ,agency requirements 7a7 ,in general ,the head of each agency1 in order to effectively pursue the mission of the agency1 shall develop a high-quality customer experience by-- 7#a7 allocating sufficient resources to and prioritizing-- 7,a7 customer experience capabilities2 and 7,b7 initiatives that may cut across budget accounts or program activities2 7#b7 requesting and drawing on new expertise and tools relating to customer experience2 7#c7 adapting ,government-wide and global good practices relating to customer experience2 7#d7 ensuring that the process of each agency for soliciting voluntary customer feedback is as streamlined as possible and requires limited internal review if the collection is within the scope of the guidance provided by the ,director2 7#e7 making use of customer experience resources of the ,federal ,government2 and 7#f7 using human-centered design practices4 7b7 ,tools ,the head of each agency shall-- 7#a7 develop and use tools to-- 7,a7 experiment with different approaches to improve customer experience2 and 7,b7 collect qualitative and quantitative data on customer experience as ,federal customers engage with the agency in a routine1 flexible manner1 including through human-centered design practices2 7#b7 ensure the tools developed under paragraph 7#a7 ensure the privacy of ,federal customers2 7#c7 use the data collected under paragraph 7#a77;,b7 to continually improve customer experience and agency performance2 and 7#d7 share the data collected under paragraph 7#a77;,b7 with research entities to allow for external analysis4 7c7 voluntary customer feedback 7#a7 ,in general ,the head of each agency shall1 as appropriate1 solicit voluntary customer feedback from ,federal customers4 7#b7 ,assistance 7,a7 ,in general ,the ,director shall assist the heads of agencies in carrying out paragraph 7#a7 by-- 7i7 ensuring that the process for agencies to submit voluntary customer feedback surveys for approval is as clear and streamlined as possible2 and 7ii7 assisting the heads of agencies in collaborating with other agencies and ,state1 local1 ,tribal1 and territorial governments to understand and respond to the needs of ,federal customers-- 7,i7 from the perspectives of those customers2 and 7,,ii7 not solely from the perspective of the mandates of the agency4 7,b7 ,example ,an example of a situation in which the ,director shall assist heads of agencies under subparagraph 7,a77ii77,,ii7 is when an opportunity for cross-agency collaboration exists that meets the demonstrated interest of the public of the ,united ,states4 7#c7 ,requirements ,with respect to any voluntary customer feedback solicited by the head of an agency1 the head of the agency-- 7,a7 may not use the voluntary customer feedback as a basis to provide a ,federal customer with inferior service2 and 7,b7 shall consider privacy concerns and1 as appropriate1 anonymize the voluntary customer feedback to-- 7i7 allow for candid feedback2 and 7ii7 protect privacy4 7d7 ,agency communication responsibilities 7#a7 ,public understanding ,the head of each agency shall seek to-- 7,a7 increase public understanding of the mandate of the agency1 including the statutes under which the agency operates and from which the agency derives the mission of the agency2 7,b7 provide the public with historical and broader context of programs1 policies1 context1 and achievements of the agency1 including human level stories of the impact of the agency2 7,c7 employ shared design solutions1 effective human-centered design practices1 modern design tools1 interactive platforms1 and innovative participation methods to engage the public in the policy process of the agency2 and 7,d7 tailor the content and format of communications of the agency based on regional or demographic considerations and human-centered design practices4 7#b7 ,tools ,the head of each agency shall develop and use tools to understand the progress of the agency towards achieving the requirements under paragraph 7#a71 including-- 7,a7 testing2 7,b7 feedback2 7,c7 focus groups2 7,d7 public participation2 and 7,e7 human-centered design practices and co-design processes4 7e7 ,agency consultation 7#a7 ,in general ,not less frequently than annually1 the head of each agency shall consult with the agencies or offices described in section #cbc7;c77#a7 to ensure that the customer experience and communications approaches of the agency-- 7,a7 are engaging and interactive2 7,b7 incorporate good practices from the private sector and human-centered design2 and 7,c7 employ cutting edge digital tools1 including application programming interfaces and social media and digital experiences4 7#b7 ,historical perspectives ,not less frequently than annually1 the head of each agency shall consult with the ,national ,archives and ,records ,administration1 the ,library of ,congress1 or the historians of other relevant entities to obtain advice and multimedia content relating to the historical performance of the agency that can be used to provide context on the origins and roles of the agency throughout history1 including human level stories of the impact of the agency4 #cbc4 ,,omb ,customer experience guidance 7a7 ,in general 7#a7 ,guidance ,not later than #ahj days after the date of enactment of the ,trust in ,public ,service ,act1 the ,director shall issue the guidance described in subsection 7b7 for-- 7,a7 agencies2 and 7,b7 components of agencies1 as appropriate4 7#b7 ,format ,the ,director may issue the guidance required under paragraph 7#a7 in a format chosen by the ,director1 which may include ,circular ,a-#aa of the ,office of ,management and ,budget4 7b7 ,contents ,the guidance described in this subsection is as follows3 7#a7 ,guidance consistent with this subchapter to assist agencies in achieving high-quality customer experience and continually improving service delivery across the ,federal ,government4 7#b7 ,guidance that requires an agency or component of an agency to include principles of customer experience in-- 7,a7 standard operating procedures of the agency or component of the agency2 7,b7 rules 7as defined in section #eea of title #e1 ,united ,states ,code7 issued by the agency or component of the agency2 and 7,c7 similar documents of the agency or component of the agency4 7#c7 ,guidance that-- 7,a7 requires an agency to communicate the impact of programs of the agency to the public1 including through communication that-- 7i7 is human-centered1 including multimedia and good design2 7ii7 uses stories of human impact2 7iii7 allows for the public to contribute personal accounts2 7iv7 is participatory in nature2 and 7v7 is tailored to regional or demographic considerations2 and 7,b7 reminds agencies that1 although provisions of annual appropriations ,acts typically bar agencies from engaging in impermissible publicity or propaganda1 including self-aggrandizement1 covert propaganda1 and purely partisan communications1 those provisions do not restrict agencies from engaging in legitimate activities to inform the public about agency programs through a communication described in subparagraph 7,a74 7#d7 ,guidance in which the ,director designates certain agencies or components of agencies as high-impact service providers based on the following considerations3 7,a7 ,whether an agency or component has a large base of ,federal customers served by the agency or component4 7,b7 ,whether an agency or component has a high impact on ,federal customers served by the agency or component4 7,c7 ,whether1 with respect to an agency or component1 the public exchanges time1 money1 or information with the agency or component to receive a good1 service1 or authorization4 7,d7 ,whether agencies or components have high-profile ,federal customer-facing services1 regulatory functions1 or informational roles1 including operating websites or communication portals of the ,federal ,government1 such as usa4gov4 7,e7 ,other agencies or components1 based on factors that give the agency or component an ability to positively or negatively influence the public perception of the ,federal ,government4 7#e7 ,guidance that1 with respect to high-impact service providers-- 7,a7 establishes service standards1 as appropriate2 7,b7 emphasizes resources1 expectations1 and good practices1 including the use of human-centered design2 and 7,c7 requires high-impact service providers to publicly commit to1 and report on1 ,federal customer experience standards1 as appropriate4 7#f7 ,guidance that1 with respect to agencies or components of agencies that are not high-impact service providers-- 7,a7 highlights that those agencies and components have an obligation to find creative means to inform the public about the ways in which those agencies or components serve the public2 and 7,b7 emphasizes expectations1 resources1 and good practices1 including the use of human-centered design1 for those agencies and components1 including maximizing the contribution of the agency or component to overall trust in the ,federal ,government4 7#g7 ,guidance that1 with respect to voluntary customer feedback-- 7,a7 provides agencies with best practices1 templates1 and standards for collecting qualitative and quantitative data relating to ,government-wide customer experience and voluntary customer feedback2 7,b7 enables cross-agency benchmarking and the improvement of customer experience2 and 7,c7 includes-- 7i7 guidelines and support for user data collected from websites and forms relating to customer experience1 including visits1 task completion rates1 time taken1 drop out points1 and other relevant areas2 and 7ii7 guidance on voluntary customer feedback data collection relating to user comprehension and satisfaction1 including guidance for how agencies should communicate the purpose of a data collection request and how the agency uses voluntary customer feedback to influence the policy and programs of the agency4 7#h7 ,guidance that identifies any privacy risks to ,federal customers and how those risks and mitigation measures for those risks should be communicated to the public4 7#i7 ,guidance that clearly explains the process by which agencies and components of agencies shall solicit voluntary customer feedback and other learning and feedback tools1 such as focus groups and usability testing1 which shall-- 7,a7 balance-- 7i7 quality control and risk management relating to the solicitation of voluntary customer feedback2 and 7ii7 reducing unnecessary delay or burdens on agencies and components of agencies that inhibit or slow the solicitation of voluntary customer feedback2 and 7,b7 outline a streamlined process for agencies and components of agencies that demonstrate the capability to design and conduct high-quality ,federal customer surveys or other capabilities that-- 7i7 may include-- 7,i7 blanket approvals2 and 7,,ii7 waivers2 and 7ii7 does not require re-approval for minimal changes4 7#aj7 ,guidance that requires ,government-wide employee engagement1 including-- 7,a7 the ,federal ,employee ,viewpoint ,survey of the ,office of ,personnel ,management2 7,b7 as appropriate1 the collection of additional1 real-time voluntary qualitative and quantitative feedback from ,federal employees2 and 7,c7 the development of an explicit employee engagement measure by the ,director of the ,office of ,personnel ,management that aligns with existing public sector employee engagement measures4 7#aa7 ,guidance that includes best practices on the appropriate use of metrics by agencies that-- 7,a7 promotes true improvement and learning and the right incentives for ,federal employees and the leadership of agencies2 and 7,b7 in order to avoid metrics that create perverse incentives1 clarifies that certain customer experience or employee engagement measures should not be used for adverse personnel actions or promotion4 7c7 ,collaboration 7#a7 ,in general ,in developing the guidance issued under subsection 7a71 the ,director shall collaborate with-- 7,a7 the ,administrator of ,general ,services with respect to customer experience good practices1 including the use of human-centered design1 data collection and use1 usability testing1 evaluation science1 behavioral science1 human-centered design1 the use of agency websites and digital communication tools1 and personnel support2 7,b7 the ,director of the ,office of ,personnel ,management with respect to-- 7i7 employee engagement2 7ii7 hiring authorities for recruiting subject matter experts2 and 7iii7 developing a customer experience-oriented workforce2 7,c7 the ,administrator of the ,united ,states ,digital ,service with respect to personnel1 human-centered design1 digital experience good practices1 and innovation2 7,d7 the ,office of ,information and ,regulatory ,affairs and the ,office of the ,federal ,chief ,information ,officer of the ,office of ,management and ,budget with respect to-- 7i7 providing technical assistance in ,government-wide data collection2 and 7ii7 balancing-- 7,i7 the quality control of agency data collection requests2 and 7,,ii7 reducing unnecessary delay or burdens on agencies1 particularly with voluntary customer feedback and focus groups2 7,e7 the ,office of ,science and ,technology ,policy with respect to good practices in behavioral sciences and human-centered design2 7,f7 the ,national ,archives and ,records ,administration and the ,library of ,congress with respect to historical context1 multimedia1 and stories of agency achievement throughout history2 and 7,g7 any other entity determined appropriate by the ,director4 7#b7 ,support ,in collaborating with the entities described in paragraph 7#a71 the ,director shall ensure that those entities have sufficient resources to carry out the collaboration4 7d7 ,updates ,not later than #a year after the date on which guidance is issued under subsection 7a71 and annually thereafter1 the ,director shall update the guidance4 4 7#b7 ,clerical amendment ,the table of sections for chapter #c1 ,united ,states ,code1 is amended by adding at the end the following3 ,,subchapter ,,iii--,federal customer experience #cba4 ,definitions4 #cbb4 ,agency requirements4 #cbc4 ,,omb ,customer experience guidance4 4 #f4 ,recognizing exceptional performance and early adopters 7a7 ,establishment ,the ,director may establish #a or more programs that1 on an annual basis1 recognize individuals and teams across the ,federal workforce1 the dedication of which supports-- 7#a7 the early adoption of innovative customer experience tools or human-centered design practices by an agency to improve-- 7,a7 performance2 7,b7 customer experience2 or 7,c7 public communication2 or 7#b7 the exceptional delivery by an agency of-- 7,a7 results that aligns with the mission of the agency2 7,b7 customer experience2 7,c7 public communication2 and 7,d7 the accountable stewardship of resources4 7b7 ,public participation ,a program established under subsection 7a7 may involve a mechanism to foster participation in the recognition efforts of the program by-- 7#a7 members of the general public2 7#b7 ,federal employees2 and 7#c7 members of ,congress or congressional committees4 7c7 ,public communication ,a program established under subsection 7a7 may include year-round and interactive public communication efforts to ensure that the achievements of individuals and teams recognized by the program are communicated to the public in a manner that-- 7#a7 is compelling2 7#b7 is tailored to regional and demographic considerations2 and 7#c7 emphasizes the breadth and scope of ongoing and exceptional efforts of the ,federal ,government to serve the public4 #g4 ,integrating customer experience into titles #e and #ca 7a7 ,title #e amendments 7#a7 ,agency strategic plans ,section #cjf of title #e1 ,united ,states ,code1 is amended-- 7,a7 in subsection 7a7-- 7i7 in paragraph 7#h7-- 7,i7 by inserting and agency customer feedback data after the program evaluations2 and 7,,ii7 by striking and at the end2 7ii7 in paragraph 7#i77;,f71 by striking the period at the end and inserting 2 and2 and 7iii7 by adding at the end the following3 7#aj7 a description of how the goals and objectives of the agency contribute to improved customer experience and public confidence in the agency4 2 and 7,b7 in subsection 7f7-- 7i7 by striking section the term and inserting 8section-- 7#a7 the term 2 7ii7 in paragraph 7#a71 as so designated1 by striking the period at the end and inserting a semi colon2 and 7iii7 by adding at the end the following3 7#b7 the term agency customer means a ,federal customer of an agency2 and 7#c7 the term customer experience and ,federal customer have the meanings given those terms in section #cba4 4 7#b7 ,agency evidence-building plan ,section #cab7;a7 of title #e1 ,united ,states ,code1 is amended-- 7,a7 in the matter preceding paragraph 7#a71 by inserting customer experience 7as defined in section #cba71 before and regulations2 and 7,b7 in paragraph 7#a71 by inserting and improve customer experience 7as defined in section #cba7 after support policymaking4 7#c7 ,functions of the ,director of the ,office of ,personnel ,management ,section #aajc7;c77#b7 of title #e1 ,united ,states ,code1 is amended-- 7,a7 in subparagraph 7,a7-- 7i7 in clause 7i71 by striking and at the end2 7ii7 by redesignating clause 7ii7 as clause 7iii72 and 7iii7 by inserting after clause 7i7 the following3 7ii7 ensuring employee engagement 7as defined in section #cba7 is a central component of the strategy and priorities of those agencies2 and 2 and 7,b7 in subparagraph 7,d71 by inserting and leads to high-quality customer experience 7as defined in section #cba7 after workforce4 7b7 ,title #ca amendments 7#a7 ,federal ,government and agency performance plans 7,a7 ,in general ,section #aaae of title #ca1 ,united ,states ,code1 is amended-- 7i7 in subsection 7a7-- 7,i7 in paragraph 7#e71 by striking and at the end2 7,,ii7 in paragraph 7#f7-- 7aa7 by inserting 1 including factors that make it more difficult for agencies to learn through voluntary customer feedback1 testing1 focus groups1 human-centered design practices1 or otherwise foster active public participation in ,government1 after in nature2 and 7bb7 by striking the period at the end and inserting 2 and2 and 7,,iii7 by adding at the end the following3 7#g7 identify entities1 which shall include the ,office of ,management and ,budget and the entities listed in section #cbc7;c77#a7 of title #e1 with mission support and coordination functions to enable other agencies to improve customer experience and employee engagement and request sufficient budgets4 2 7ii7 in subsection 7b7-- 7,i7 in paragraph 7#a71 by inserting 1 which shall include at least #a performance goal related to customer experience after next fiscal year2 7,,ii7 in paragraph 7#e77;,a71 by inserting 1 including overall employee engagement considerations1 which shall include soliciting and responding to feedback from employees after performance goals2 7,,iii7 in paragraph 7#f71 by striking customer service and inserting customer experience2 7,,iv7 by redesignating paragraphs 7#i7 and 7#aj7 as paragraphs 7#aj7 and 7#aa71 respectively2 and 7,v7 by inserting after paragraph 7#h7 the following3 7#i7 describe customer experience opportunities and challenges facing the agency and identify-- 7,a7 key interaction points between the agency and the public2 7,b7 ,federal customer needs in relation to the overall agency mission1 which may draw from reporting required under section #aaaf2 7,c7 capabilities1 resources1 tradeoffs1 constraints1 and risks related to customer experience2 and 7,d7 the linkage between customer experience and employee engagement1 including-- 7i7 cultural strengths and weakness among the workforce that either enable high-quality customer experience or render high-quality customer experience difficult2 7ii7 capability1 resource1 or statutory challenges1 tradeoffs1 constraints1 or risks related to employee engagement2 and 7iii7 the voice of employees and the extent to which agencies regularly solicit1 consider1 and respond to employee feedback2 2 7iii7 by redesignating subsection 7h7 as subsection 7i72 7iv7 by inserting after subsection 7g7 the following3 7h7 ,agencies and components of agencies1 particularly high-impact service providers 7as defined in section #cba of title #e71 are encouraged to develop more detailed customer experience action plans in coordination with the ,office of ,management and ,budget4 2 and 7v7 in subsection 7i71 as so redesignated1 by striking paragraph 7#c7 and inserting the following3 7#c7 customer experience1 the term employee engagement1 and the term ,federal customer have the meanings given such terms in section #cba of title #e2 4 7,b7 ,technical and conforming amendments 7i7 ,section #aabb7;a77#a77;,d7 of title #ca1 ,united ,states ,code1 is amended by striking section #aaae7;h7 and inserting section #aaae4 7ii7 ,section #fdja7b77;,a7 of title #ca1 ,united ,states ,code1 is amended by striking section #aaae7;h7 and inserting section #aaae4 7#b7 ,agency performance reporting ,section #aaaf7;a7 of title #ca1 ,united ,states ,code1 is amended by inserting 1 which shall include customer experience as a central component after performance4 7#c7 ,federal ,government and agency priority goals ,section #aabj7;a77#a77;,b7 of title #ca1 ,united ,states ,code1 is amended-- 7,a7 in clause 7iv71 by striking and at the end2 7,b7 in clause 7v71 by adding and at the end2 and 7,c7 by adding at the end the following3 7vi7 customer experience4 4 7#d7 ,transparency of programs1 priority goals1 and results ,section #aabb7;c7 of title #ca1 ,united ,states ,code1 is amended-- 7,a7 in paragraph 7#h71 by striking and at the end2 7,b7 in paragraph 7#i71 by striking the period at the end and inserting 2 and2 and 7,c7 by adding at the end the following3 7#aj7 an assessment of overall trust in the ,federal ,government and customer experience1 including an assessment of-- 7,a7 agency and sector-specific 7such as health7 considerations1 progress1 and achievements2 7,b7 shortcomings and where more progress must be made2 7,c7 external constraints2 and 7,d7 human-level case studies of high performance4 4 #h4 ,adequately resourcing customer experience and employee engagement 7a7 ,including customer experience in ,federal ,citizen ,services ,fund 7#a7 ,in general ,section #cbc of title #dj1 ,united ,states ,code1 is amended-- 7,a7 by striking the section heading and inserting ,federal ,citizen ,services ,fund2 and 7,b7 in subsection 7a71 by striking purpose of and all that follows and inserting 8purpose of-- 7#a7 disseminating ,federal ,government information to the public2 7#b7 improving-- 7,a7 customer experience 7as defined in section #cba of title #e72 7,b7 mechanisms for public participation in the ,federal ,government2 and 7,c7 communication of the ,federal ,government to the public1 including tailored messaging and human-centered stories of the impact of the ,federal ,government1 including through human-centered design practices2 and 7#c7 other related purposes4 4 7#b7 ,conforming amendment ,the table of sections for chapter #c of title #dj1 ,united ,states ,code1 is amended by striking the item relating to section #cbc and inserting the following3 #cbc4 ,federal ,citizen ,services ,fund4 4 7b7 ,,omb ,transfer authority 7#a7 ,in general ,with the approval of the ,director1 the head of an agency may transfer funds available to the agency from appropriations to finance customer experience activities4 7#b7 ,amount ,the amounts transferred by the head of an agency under paragraph 7#a7 may not exceed #aj1jjj1jjj in a fiscal year4 7#c7 ,aggregate limitation ,the total amount of transfers approved by the ,director under paragraph 7#a7 may not exceed #ej1jjj1jjj in a fiscal year4 7#d7 ,notification ,not later than #cj days before the date on which the head of an agency executes a transfer authorized under paragraph 7#a71 the head of the agency shall notify the ,committee on ,appropriations of the ,senate and the ,committee on ,appropriations of the ,house of ,representatives4 7#e7 ,sunset ,the authority to make a transfer under this subsection shall terminate on ,september #cj1 #bjbf4 #i4 ,chief ,customer ,experience ,officer of the ,united ,states 7a7 ,establishment ,not later than #cj days after the date of enactment of this ,act1 the ,director shall establish the ,office of ,customer ,experience4 7b7 ,chief customer experience officer ,the ,office of ,customer ,experience shall be led by the ,chief ,customer ,experience ,officer of the ,united ,states1 who shall be appointed by the ,director4 7c7 ,qualifications ,the ,chief ,customer ,experience ,officer of the ,united ,states shall have demonstrated training and experience in-- 7#a7 complex inter-organizational coordination2 7#b7 management2 7#c7 establishing customer experience programs within service delivery organizations2 7#d7 customer experience disciplines1 such as product management1 understanding the true needs of customers1 experience and perception measurement1 and human-centered design research2 7#e7 employee engagement2 and 7#f7 public communications or marketing4 7d7 ,functions ,the ,chief ,customer ,experience ,officer of the ,united ,states shall-- 7#a7 serve as a voice for the public within senior level interagency policy processes1 including by-- 7,a7 advocating for the means to solicit and respond to public feedback and human-centered design insights to inform program and service design and delivery2 7,b7 enhancing public participation in the planning1 execution1 and evaluation of agency programs2 and 7,c7 providing the public with timely and compelling communication about the impact of the policy and programs of the ,federal ,government that is tailored to regional or demographic considerations2 7#b7 serve as the chief official responsible for improving public trust in the ,federal ,government1 including by1 in consultation with the heads of agencies-- 7,a7 establishing ambitious ,government-wide1 sector-specific 7such as health71 and agency targets2 and 7,b7 identifying ,government-wide focal points1 including call centers1 and agency and ,government-wide public websites using human-centered design practices2 7#c7 in collaboration with the ,deputy ,director for ,management-- 7,a7 establish priorities1 goals1 and targets that are cross-agency1 sector-specific 7such as health71 experience-specific 7such as retirement71 ,government-wide1 and agency-specific2 7,b7 assess needs and opportunities to improve customer experience2 and 7,c7 convene ,chief ,operating ,officers1 or equivalent officials1 of agencies through meetings of the ,president's ,management ,council1 or similar means to-- 7i7 align resources with priorities2 7ii7 assign responsibility2 and 7iii7 ensure accountability2 7#d7 in collaboration with the heads of the agencies listed in section #cbc7;c77#a7 of title #e1 ,united ,states ,code-- 7,a7 develop a ,government-wide service delivery strategy to serve as a focal point for the public and include customer service standards in the strategy1 as appropriate2 7,b7 capture and develop ,government-wide and sector-specific best practices for-- 7i7 customer experience2 7ii7 employee engagement2 7iii7 design of websites and interactive portals1 online forms1 social media1 and other digital platforms of agencies2 and 7iv7 communication2 7,c7 encourage cross-agency efforts relating to improving customer experience2 and 7,d7 pilot and implement innovative technologies and strategies from human-centered design to improve customer experience2 7#e7 identify-- 7,a7 life moments of ,federal ,government customers in which agencies have a role2 and 7,b7 other key focal points or interactions that are particularly salient for interaction of the public with the ,federal ,government2 7#f7 in collaboration with the heads of agencies and ,state and municipal governments1 develop innovative and collaborative means to improve how the ,federal ,government meets the current and future needs of the public2 7#g7 develop a framework to help agencies accurately assess the true costs1 benefits1 and costs of inaction with respect to improving customer experience1 taking into account the many benefits of improved public engagement1 including receiving more accurate and timely public data inputs2 and 7#h7 in collaboration with the heads of relevant agencies1 develop good practices on customer experience and employee engagement1 including through engagement and dialogue with advocacy groups1 private sector organizations1 and foreign government officials4 #aj4 ,integrating ,customer ,experience into the ,responsibilities of ,key ,agency ,officials 7a7 ,performance ,improvement ,officers and the ,performance ,improvement ,council ,section #aabd of title #ca1 ,united ,states ,code1 is amended-- 7#a7 in subsection 7a77#b7-- 7,a7 by redesignating subparagraphs 7,b7 through 7,f7 as subparagraphs 7,c7 through 7,g71 respectively2 7,b7 by inserting after subparagraph 7,a7 the following3 7,b7 in consultation with agency staff responsible for customer experience and communications1 advise the head of the agency and the ,chief ,operating ,officer1 or an equivalent official1 on the agency contribution to public trust in ,government1 including through customer experience1 mechanisms for public participation in ,government1 and communication with the public on agency performance1 consistent with subparagraph 7,g72 2 7,c7 in subparagraph 7,d71 as so redesignated1 by inserting 1 with an emphasis on customer experience before the semicolon2 7,d7 in subparagraph 7,e71 as so redesignated1 by inserting and soliciting voluntary customer experience feedback after agency performance2 7,e7 in subparagraph 7,f71 as so redesignated1 by striking and at the end2 7,f7 in subparagraph 7,g71 as so redesignated1 by striking the period at the end and inserting 2 and2 and 7,g7 by adding at the end the following3 7,h7 in collaboration with other relevant officials1 revise and update the website of the agency and develop and implement proactive public outreach strategies that emphasize human-level stories of impact1 geographic or demographic considerations of the target audience1 and human centered design1 in collaboration with other agency officials and support agencies1 including the ,united ,states ,digital ,service and the ,general ,services ,administration4 2 and 7#b7 in subsection 7b77#b7-- 7,a7 in subparagraph 7,b71 by inserting 1 especially related to customer experience before the semicolon2 7,b7 in subparagraph 7,d71 by inserting especially customer experience1 and barriers to developing and enhancing public trust in ,government1 after performance issues12 and 7,c7 in subparagraph 7,h7 by inserting and customer experience after performance improvement experiences4 7b7 ,agency ,chief ,human ,capital ,officers ,section #adja7a7 of title #e1 ,united ,states ,code1 is amended by inserting 1 with an emphasis on enhancing employee engagement 7as defined in section #cba7 before the semicolon4 7c7 ,authorities and functions of ,chief ,human ,capital ,officers ,section #adjb7;a77#d7 of title #e1 ,united ,states ,code1 is amended to read as follows3 7#d7 the hiring and performance management authorities for developing and advocating a culture of continuous learning and employee engagement 7as defined in section #cba7 to attract and retain employees with superior abilities1 motivation1 and pride in their work who will contribute to overall agency performance and customer experience 7as defined in section #cba71 which shall be delegated to the ,chief ,human ,capital ,officer by the ,director of the ,office of ,personnel ,management2 4 7d7 ,chief ,information ,officer authorities ,section #aacai7;d77#a7 of title #dj1 ,united ,states ,code1 is amended-- 7#a7 by redesignating subparagraphs 7,c71 7,d71 7,e71 7,f71 7,g71 and 7,h7 as subparagraphs 7,d71 7,e71 7,f71 7,g71 7,h71 and 7,i71 respectively2 and 7#b7 by inserting after subparagraph 7,b7 the following3 7,c7 to improve customer experience 7as defined in section #cba of title #e7 through targeted information technology improvement and analytics2 4 7e7 ,program ,management ,improvement ,officer and ,program ,management ,policy ,council ,section #aabf of title #ca1 ,united ,states ,code1 is amended-- 7#a7 in subsection 7a77#b77;,b7-- 7,a7 in clause 7i7-- 7i7 in subclause 7,i71 by striking and at the end2 7ii7 in subclause 7,,ii71 by striking the period at the end and inserting 2 and2 and 7iii7 by adding at the end the following3 7,,iii7 training that emphasizes customer experience4 2 and 7,b7 in clause 7iii71 by striking career paths and career and inserting employee engagement1 career paths1 and career2 and 7#b7 in subsection 7b77#b77;,c7-- 7,a7 in clause 7i71 by striking career development and and inserting employee engagement1 career development1 and2 and 7,b7 in clause 7ii71 by inserting 1 including customer experience after project management4 7f7 ,chief data officers and ,chief ,data ,officer ,council 7#a7 ,chief data officers ,section #cebj7;c7 of title #dd1 ,united ,states ,code1 is amended-- 7,a7 in paragraph 7#g71 by inserting 1 including data use relating to customer experience and employee engagement after data use2 and 7,b7 in paragraph 7#ab71 by inserting 1 including data use relating to customer experience and employee engagement after data use4 7#b7 ,chief ,data ,officer ,council ,section #cebj;,a7b77#c7 of title #dd1 ,united ,states ,code1 is amended by inserting 1 including policymaking relating to customer experience and employee engagement after policymaking4 #aa4 ,customer experience officers for agency components 7a7 ,designation 7#a7 ,in general ,the head of an agency may designate #a or more ,lead ,customer ,experience ,officers for a component of the agency that presents significant customer experience opportunities or challenges4 7#b7 ,high-impact service providers ,it is the sense of ,congress that1 the head of an agency that is a high-impact service provider should make a designation under paragraph 7#a74 7#c7 ,qualifications ,a ,lead ,customer ,experience ,officer of a component of an agency designated under paragraph 7#a7 shall have demonstrated training and experience in-- 7,a7 agency leadership2 7,b7 management2 7,c7 policy2 7,d7 customer experience2 7,e7 employee engagement2 7,f7 digital experience2 7,g7 public communications2 or 7,h7 marketing4 7b7 ,functions ,the ,lead ,customer ,experience ,officer of a component of an agency shall-- 7#a7 report directly to the head of the component or the deputy head of the agency2 7#b7 be included in the budget formulation process of the component2 7#c7 recommend modifications to policies of agencies to incorporate customer experience as an essential priority1 including-- 7,a7 rules 7as defined in section #eea of title #e1 ,united ,states ,code72 and 7,b7 any other relevant policies2 7#d7 issue directives1 guidance1 or policies for the component on customer experience that articulate how strategy and mission link to customer experience management and outcomes2 7#e7 participate in agency peer-learning and sharing and ensure that customer experience practices are informed by good practices from the private sector or other agencies2 7#f7 in concert with agency-wide efforts and consistent with guidance of the ,office of ,management and ,budget1 assess and measure the overall public perceptions of the component2 7#g7 coordinate the development1 resourcing1 and implementation of customer experience priorities2 7#h7 engage employees and contractors of the component in customer experience and employee engagement1 including through process reforms1 training1 workshops1 and other interventions designed to shift the culture of the component to increasingly focus on measuring customer experience and the outcomes that the component produces1 such as improved trust2 and 7#i7 serve as the liaison of the component to other components of the agency1 other agencies1 and the ,office of ,management and ,budget on improving customer experience and trust in the ,federal ,government4 #ab4 ,paperwork ,reduction ,act ,voluntary ,customer ,feedback ,reform 7a7 ,application of ,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 #cejb-- 7,a7 in paragraph 7#bb71 by striking and at the end2 7,b7 in paragraph 7#bc71 by striking the period at the end and inserting 2 and2 and 7,c7 by adding at the end the following3 7#bd7 the term voluntary customer feedback has the meaning given the term in section #cba of title #e4 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 customer feedback4 4 7b7 ,guidelines for voluntary customer feedback ,each agency that solicits voluntary customer feedback shall ensure that-- 7#a7 responses to the solicitation of voluntary customer feedback remain anonymous and are not traced to specific individuals or entities2 7#b7 individuals and entities who decline to participate in the solicitation of voluntary customer feedback are not 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 customer feedback will contribute to improved customer service2 7#f7 solicitations of voluntary customer feedback are limited to #a solicitation per interaction with an individual or entity2 7#g7 to the extent practicable1 the solicitation of voluntary customer feedback is made at the point of service with an individual or entity2 7#h7 instruments for collecting voluntary customer 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 customer feedback from individuals and entities4 #ac4 ,effectively ,communicating ,agency ,performance to the ,public 7a7 #bast ,century ,,idea ,section #f7d7 of the #bast ,century ,integrated ,digital ,experience ,act 7#dd ,u4,s4,c4 #ceja note7 is amended-- 7#a7 by striking customers1 identify areas and inserting 8customers1 identify-- 7,a7 areas 2 7#b7 in subparagraph 7,a71 as so designated1 by adding and at the end2 and 7#c7 by adding at the end the following3 7,b7 opportunities to provide-- 7i7 a more engaging customer experience 7as defined in section #cba of title #e1 ,united ,states ,code7 through human-level content1 such as stories of individual impact or multimedia testimonials2 and 7ii7 design improvements of websites and interactive portals1 online forms1 social media1 and other digital platforms of agencies and the ,federal ,government2 4 7b7 ,,usa4gov and agency websites 7#a7 ,e-,government ,act of #bjjb ,the ,e-,government ,act of #bjjb 7#dd ,u4,s4,c4 #ceja note7 is amended-- 7,a7 in section #bjd7;a7-- 7i7 in paragraph 7#a7-- 7,i7 by striking and promote an and inserting 8and promote-- 7,a7 an 2 7,,ii7 in subparagraph 7,a71 as so designated1 by striking the period at the end and inserting 2 and2 and 7,,iii7 by adding at the end the following3 7,b7 a well-designed interactive experience for visitors to the ,internet-based system maintained under subparagraph 7,a7 that-- 7i7 is tailored to the needs of individual visitors2 7ii7 includes context about the impact and achievements of the ,federal ,government1 including human-level multimedia stories2 and 7iii7 offers visitors an opportunity to submit-- 7,i7 voluntary customer feedback1 as defined in section #cba of title #e1 ,united ,states ,code2 and 7,,ii7 information about personal experiences with the ,federal ,government of visitors4 2 and 7ii7 in paragraph 7#b71 by adding at the end the following3 7,e7 ,the inclusion of an interactive map of the ,united ,states that-- 7i7 allows visitors of the integrated system to view the human-level impact of programs and policies of agencies1 tailored by the geographic region and demographic profile of the visitor2 and 7ii7 links to the websites of agencies and components of agencies in order for visitors to obtain additional information4 2 and 7,b7 in section #bjg7;f77#a7-- 7i7 in the matter preceding subparagraph 7,a71 by striking ,not later than #b years after the effective date of this title and inserting ,not later than #b years after the date of enactment of the ,trust in ,public ,service ,act2 7ii7 in subparagraph 7,a7-- 7,i7 in clause 7iii71 by striking and at the end2 7,,ii7 in clause 7iv71 by striking and at the end2 and 7,,iii7 by adding at the end the following3 7v7 historical context and stories about the impact and achievements of the agency2 and 7vi7 human-level stories of the impact of the agency1 including multimedia testimonials from the public2 2 and 7iii7 by striking subparagraph 7,b7 and inserting the following3 7,b7 minimum agency goals to assist public users to-- 7i7 navigate agency websites1 including-- 7,i7 the speed of retrieval of search results2 7,,ii7 the relevance of the results2 7,,iii7 tools to aggregate and disaggregate data2 and 7,,iv7 security protocols to protect information2 and 7ii7 efficiently and easily obtain services of the agency and information to better understand the mission and impact of the agency and have an emotionally positive experience while obtaining those services and information1 including-- 7,i7 measures to ensure the customer experience 7as defined in section #cba of title #e1 ,united ,states ,code71 of public users1 which may include-- 7aa7 task completion rates2 7bb7 time taken to complete a task2 7cc7 drop out points2 and 7dd7 user comprehension and satisfaction measurements2 7,,ii7 visual presentations of curated testimonials segmented by geographic and demographic profiles2 and 7,,iii7 functionality that allows website visitors to submit voluntary customer feedback 7as defined in section #cba of title #e1 ,united ,states ,code7 or personal testimonials through text or multimedia functions2 and 7,c7 instructions for agencies to assess the minimum agency goals described in subparagraph 7,b7 through testing1 focus groups1 and voluntary customer feedback 7as defined in section #cba of title #e1 ,united ,states ,code7 4 7#b7 ,agency reports ,not later than #a year after the date of enactment of this ,act1 the head of each agency shall submit to the ,director a report on-- 7,a7 any changes made to the website of the agency and the digital experience of visitors to the website of the agency in accordance with guidance issued under section #bjg7;f7 of the ,e-,government ,act of #bjjb 7#dd ,u4,s4,c4 #ceja note71 as amended by this ,act2 and 7,b7 any collaboration or consultation relating to the customer experience of the agency with an agency described in section #cbc7;c77#a7 of title #e1 ,united ,states ,code1 as added by this ,act4 7#c7 ,,omb report ,not later than #cj days after the date on which the ,director receives the reports from the heads of agencies under paragraph 7#b71 the ,director shall submit to ,congress a report summarizing those reports4 #ad4 ,participatory ,government and ,civic ,dialogue ,advisory ,council 7a7 ,definitions ,in this section3 7#a7 ,council ,the term ,council means the ,participatory ,government and ,civic ,dialogue ,advisory ,council4 7#b7 ,state ,the term ,state means-- 7,a7 a ,state2 7,b7 the ,district of ,columbia2 7,c7 the ,commonwealth of ,puerto ,rico2 and 7,d7 any other territory or possession of the ,united ,states4 7b7 ,establishment ,the ,director1 in coordination with the ,chief ,customer ,experience ,officer of the ,united ,states appointed under section #i7;b71 shall establish an advisory council to be known as the ,participatory ,government and ,civic ,dialogue ,advisory ,council for the purpose of providing the recommendations described in subsection 7e74 7c7 ,membership 7#a7 ,in general ,the ,council shall consist of #bb members appointed by the ,director1 of whom-- 7,a7 #d shall be representatives of a nonprofit organization or foundation2 7,b7 #d shall be representatives of agencies who have the responsibility to foster1 or relevant experience in fostering1 public participation in the prioritization of the policy1 regulation1 execution1 or evaluation of the ,federal ,government2 7,c7 #d shall be representatives of a ,state1 local1 ,tribal1 or territorial government2 7,d7 #d shall be representatives of academic or research institutions2 7,e7 #d shall be representatives of businesses2 and 7,f7 #b shall be representatives of media organizations4 7#b7 ,geographic diversity ,the ,director shall ensure that-- 7,a7 the membership of the ,council is geographically diverse2 and 7,b7 not more than #b of the members described in subparagraphs 7,a7 through 7,e7 of paragraph 7#a7 represent the same ,state4 7#c7 ,terms2 vacancies 7,a7 ,in general ,subject to subparagraph 7,c71 each member of the ,council shall be appointed for a term of #c years4 7,b7 ,term limits ,members of the ,council may be appointed for not more than #b consecutive terms4 7,c7 ,initial terms ,the terms of the initial members of the ,council may be #a1 #b1 or #c years in order to establish a rotation in which the ,director appoints #a_/c of the members of the ,council each year4 7,d7 ,vacancies ,any member appointed to fill a vacancy occurring before the expiration of the term for which the member's predecessor was appointed shall be appointed only for the remainder of that term4 ,a member may serve after the expiration of that member's term until a successor has taken office4 7d7 ,meetings ,the ,director shall convene the ,council not less frequently than biannually4 7e7 ,duties ,the ,council1 on a continuous basis1 shall provide to the ,director written recommendations1 including any recommendations relating to the #b-year plan required under subsection 7h71 that-- 7#a7 focus on furthering a virtuous cycle in which responsive political institutions foster a healthy civic culture of participation and responsibility to ensure that political institutions are responsive and inclusive2 7#b7 evaluate1 and recommend improvements for1 opportunities for active and substantive public participation in the prioritization1 design1 implementation1 and evaluation of the policies of the ,federal ,government in order to-- 7,a7 enhance the quality of the policies of the ,federal ,government2 and 7,b7 increase the legitimacy of processes and outcomes of the ,federal ,government2 7#c7 identify opportunities created by digital platforms to-- 7,a7 facilitate and enhance the interaction between the public and the ,federal ,government2 and 7,b7 incorporate innovations in participatory democracy gleaned from-- 7i7 agencies2 7ii7 ,state1 local1 ,tribal1 and territorial governments2 and 7iii7 governments across the world2 7#d7 evaluate1 and recommend improvements for-- 7,a7 civic dialogue and debate across the ,united ,states1 with an emphasis on bridging differences and highlighting shared values2 and 7,b7 efforts to counterbalance cynical1 vitriolic1 and unproductive civil conversations on social media by finding common ground2 and 7#e7 assess1 and recommend improvement for1 the role of the ,federal ,government in using the convening power and resources of the ,federal ,government to complement-- 7,a7 private and philanthropic funding2 7,b7 civic education at all educational levels and structures2 and 7,c7 the media4 7f7 ,compensation 7#a7 ,in general ,members of the ,council may not receive compensation for the performance of services for the ,council4 7#b7 ,travel expenses ,members of the ,council shall be allowed travel expenses1 including per diem in lieu of subsistence1 at rates authorized for employees of agencies under subchapter ,i of chapter #eg of title #e1 ,united ,states ,code1 while away from their homes or regular places of business in the performance of services for the ,council4 7#c7 ,voluntary service permitted ,notwithstanding section #acdb of title #ca1 ,united ,states ,code1 the ,secretary may accept the voluntary and uncompensated services of members of the ,council4 7g7 ,permanence ,section #ad of the ,federal ,advisory ,committee ,act 7#e ,u4,s4,c4 ,app47 shall not apply to the ,council4 7h7 #b-,year plan 7#a7 ,in general ,not later than #a year after the date of enactment of this ,act1 the ,director1 in consultation with the ,council and the heads of appropriate agencies1 shall submit to ,congress a #b-year plan on participatory government and civic dialogue4 7#b7 ,contents ,the plan required under paragraph 7#a7 shall include-- 7,a7 a description of the problem relating to public participation in the ,federal ,government and civic dialogue2 7,b7 recommendations for agency and congressional action to improve public participation in the ,federal ,government1 including-- 7i7 good practices2 7ii7 a selection of illustrative mechanisms for agencies that can enable agencies to offer meaningful and impactful opportunities for public participation2 and 7iii7 a list of resources available to agencies to enable agencies to adopt and pilot recommendations4 7,c7 recommendations for agency and congressional action to improve civic conversation in the ,united ,states1 including new-- 7i7 agency programs2 7ii7 legislative authorities2 or 7iii7 funding2 and 7,d7 a description of the concrete actions that agencies should take relating to the mission of the ,council during the #b-year period beginning on the date on which the plan is submitted under paragraph 7#a74 7#c7 ,development and implementation ,in developing and implementing the plan required under paragraph 7#a71 the ,director shall take into account other efforts of the ,federal ,government to improve participatory government and civic dialogue1 including customer experience initiatives and broader ,federal ,government communication4 #ae4 ,,gao reports 7a7 ,report on agency efforts 7#a7 ,in general ,not later than #b years after the date of enactment of this ,act1 the ,comptroller ,general of the ,united ,states shall submit to ,congress a report that includes an assessment of agency efforts to enhance customer experience and improve communication with the public4 7#b7 ,contents ,to the extent relevant information is available1 the report required under paragraph 7#a7 shall include the following3 7,a7 ,an assessment of the extent to which selected agencies actively assesses public confidence in the agency and programs of those agency1 including by conducting surveys1 convening focus groups1 soliciting voluntary customer feedback1 making use of public data1 fostering public participation in the ,federal ,government1 and evaluating communication tools and strategies4 7,b7 ,an assessment of the experience of agencies1 specific sectors1 such as healthcare1 and the ,federal ,government as a whole in improving customer experience1 including whether guidance on customer experience1 as of the date of enactment of this ,act1 is sufficient to support the efforts of agencies4 7,c7 ,an assessment of-- 7i7 agencies with high-performing customer experience1 including strategies that enable successful efforts2 and 7ii7 agencies that have not adopted customer experience culture or initiatives and the challenges those agencies faced in that adoption4 7,d7 ,an assessment of the compliance of agencies with requirements relating to customer experience1 digital experience1 and communication 7including through websites71 including requirements under-- 7i7 the #bast ,century ,integrated ,digital ,experience ,act 7#dd ,u4,s4,c4 #ceja note72 and 7ii7 other relevant authorities1 including this ,act4 7,e7 ,any other matter the ,comptroller ,general of the ,united ,states determines important to assessing customer experience or enhancing confidence in agencies or the ,federal ,government as a whole4 7b7 ,report on best practices 7#a7 ,in general ,not later than #b years after the date of enactment of this ,act1 the ,comptroller ,general of the ,united ,states shall submit to ,congress a report that includes an examination of best practices in customer experience-- 7,a7 across the ,federal ,government2 and 7,b7 in ,state1 local1 ,tribal1 territorial1 and foreign governments4 7#b7 ,contents ,to the extent relevant information is available1 the report required under paragraph 7#a7 shall include the following3 7,a7 ,an examination of the experience of agencies with sharing1 disseminating1 and adopting customer experience best practices from other agencies and recommendations for improvement4 7,b7 ,an examination of successful efforts by ,state1 local1 and foreign governments to improve or create high quality1 integrated customer experience1 especially in the digital domain1 in order to identify useful lessons4 7,c7 ,any other matter the ,comptroller ,general of the ,united ,states determines important to assessing customer experience or enhancing confidence in agencies or the ,federal ,government as a whole4