#aagth ,,congress  #b;d ,session  ,s4   
#fga  ,,an ,,act  ,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   
#bjba4  #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          
equitable1 and high-quality services and
 customer experiences across multiple   
channels2  7#c7 many agencies1 offices1 
programs1 and ,federal employees provide
 excellent customer experiences to      
individuals1 but many parts of the      
,federal ,government still fall short on
 delivering the customer experience that

 individuals have come to expect from   
the private sector2  7#d7 according to  
the #bjbj ,american ,customer           
,satisfaction ,index1 the ,federal      
,government ranks among the bottom of   
all industries in the ,united ,states in
 customer satisfaction2  7#e7 providing 
an equitable1 reliable1 transparent1 and
 responsive customer experience to      
individuals improves the confidence of  
the people of the ,united ,states in    
their ,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          
experience strategies4  7b7 ,sense of   
,congress ,it is the sense of ,congress 
that-- 7#a7 all agencies should strive  
to provide a high-quality1 courteous1   
effective1 and efficient customer       
experience to the people of the ,united 

,states and seek to measure1 collect1   
report1 and use metrics relating to the 
experience of individuals interacting   
with agencies to continually improve the
 customer experience of 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 an improved customer    
experience4  #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 customer experience feedback  
for purposes of section #e1 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 customer  
experience feedback ,the term voluntary 
customer experience feedback means the  
submission of information1 an opinion1  
or a concern to an agency by an         
individual or entity that-- 7,a7 is     
voluntarily made by the individual or   
entity2 and  7,b7 relates to-- 7i7 a    
particular service provided to the      
individual or entity by the agency2 or  
7ii7 an interaction of the individual or
 entity with the agency4  #d4           
,guidelines for voluntary customer      
experience feedback ,each agency that   
solicits voluntary customer experience  
feedback shall ensure that-- 7#a7       
individuals and entities providing      
responses to the solicitation of        
voluntary customer experience feedback  
have the option to remain anonymous2    
7#b7 individuals and entities that      
decline to participate in the           
solicitation of voluntary customer      

experience feedback are not treated     
differently by the agency for purposes  
of providing services or information2   
7#c7 the solicitation includes-- 7,a7   
the fewest number of questions as is    
practicable2 and  7,b7 not more than #aj
 questions2  7#d7 the voluntary nature  
of the solicitation is clear2  7#e7 the 
proposed solicitation of voluntary      
customer experience feedback will       
contribute to improved customer         
experience2  7#f7 solicitations of      
voluntary customer experience feedback  
are limited to #a solicitation per      
interaction with an individual or       
entity2  7#g7 to the extent practicable1
 the solicitation of voluntary customer 
experience feedback is made at the point
 of service with an individual or       
entity2  7#h7 instruments for collecting
 voluntary customer experience 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        
experience feedback from individuals and
 entities4  #e4 ,customer experience    
data collection  7a7 ,collection of     
responses ,the head of each covered     
agency1 assisted by and in coordination 
with the senior accountable official for
 customer experience of the covered     
agency1 shall collect voluntary customer
 experience feedback with respect to    
services of or interactions 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
 customer experience 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 the intended task or purpose 
of those individuals or entities2  7,c7 
whether an individual or entity was     
treated with respect and                
professionalism2  7,d7 whether an       
individual or entity believes that the  
individual or entity was served in a    
timely manner2 and  7,e7 any additional 
metrics 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 experience of 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 customer        
experience feedback across every        
platform or channel through which the   
covered agency interacts with           
individuals or other entities to deliver
 information or services2 and  7#b7     

voluntary customer experience feedback  
collected under this section shall be   
tied to specific transactions or        
interactions with customers of the      
covered agency4  7d7 ,exemption from    
public notice and comment ,the          
requirements of section                 
#cejf7;c77#b77;,a7 and subparagraphs    
7,b7 and 7,d7 of subsection 7a77#a7 and 
subsection 7b7 of section #cejg of title
 #dd1 ,united ,states ,code1 shall not  
apply to the collection of voluntary    
customer experience feedback by an      
agency that meets the requirements of   
this ,act4  7e7 ,report  7#a7 ,in       
general ,not later than #a year after   
the date of enactment of this ,act and  
not less frequently than quarterly      
thereafter1 each covered agency shall   
submit to the ,director1 in a manner    
determined by the ,director1 an         
aggregated report on each solicitation  
of voluntary customer experience        
feedback from individuals and entities  
conducted by the covered agency1 which  

shall include-- 7,a7 the intended       
purpose of the solicitation2  7,b7 the  
appropriate point of contact within the 
covered agency for the solicitation2    
7,c7 the questions or survey instrument 
submitted to members of the public as   
part of the solicitation2  7,d7 a       
description of how the covered agency   
uses the voluntary customer experience  
feedback from the solicitation to       
improve the customer experience of the  
covered agency2 and  7,e7 the results of
 the solicitation1 including-- 7i7 the  
responses collected2  7ii7 the total    
number of survey responses2 and  7iii7  
the rate of response for the            
solicitation4  7#b7 ,centralized website
 ,the ,director shall-- 7,a7 include and
 maintain on a publicly available       
website the information provided by     
covered agencies under paragraph 7#a72  
and  7,b7 for the purpose of            
subparagraph 7,a71 establish a website  
or make use of an existing website1 such
 as the website required under section  

#aabb of title #ca1 ,united ,states     
,code4  #f4 ,customer experience report 
7a7 ,in general ,not later than #dej    
days after the date on which all covered
 agencies have submitted the first      
reports to the ,director required under 
section #e7;e77#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 submitted by 
covered agencies under section          
#e7;e77#a72  7#b7 a description of how  
each covered agency used the voluntary  
customer experience feedback received by

 the covered agency to improve the      
customer experience of the covered      
agency2 and  7#c7 an assessment of the  
quality of the data collected under this
 ,act and1 if applicable1               
recommendations to improve that quality4
  #g4 ,restriction on use of information
 ,no information collected pursuant to  
this ,act may be used in any appraisal  
of the job performance of a ,federal    
employee under chapter #dc of title #e1 
,united ,states ,code1 or any other     
provision of law4  ,passed the ,senate  
,june #bb1 #bjbb4,secretary