#aag? ,,congress  #b;d ,session  ,s4    
#fga  ,,an ,,act  ,to require !         
collection ( volunt>y fe$back on s]vices
 provid$ by ag5cies1 & = o!r purposes4  
#a4 ,%ort title ,?is ,act may be cit$ z 
! ,f$]al ,ag5cy ,cu/om] ,exp]i5ce ,act (
 #bjba4  #b4 ,f9d+s2 s5se ( ,congress   
7a7 ,f9d+s ,congress f9ds t-- 7#a7 !    
,f$]al ,gov]nm5t s]ves ! p ( ! ,unit$   
,/ates & %\ld seek to cont9ually improve
 public s]vices provid$ by ! ,f$]al     
,gov]nm5t bas$ on cu/om] fe$back2  7#b7 
! p ( ! ,unit$ ,/ates des]ve a ,f$]al   
,gov]nm5t t provides effici5t1          
effective1 equitable1 & high-quality    
s]vices & cu/om] exp]i5ces across       
multiple *annels2  7#c7 _m ag5cies1     
(fices1 programs1 & ,f$]al employees    
provide excell5t cu/om] exp]i5ces to    
individuals1 b _m p>ts ( ! ,f$]al       
,gov]nm5t /ill fall %ort on deliv]+ !   
cu/om] exp]i5ce t individuals h come to 
expect f ! private sector2  7#d7 accord+
 to ! #bjbj ,am]ican ,cu/om]            
,satisfaction ,index1 ! ,f$]al ,gov]nm5t

 ranks among ! bottom ( all indu/ries 9 
! ,unit$ ,/ates 9 cu/om] satisfaction2  
7#e7 provid+ an equitable1 reliable1    
transp>5t1 & responsive cu/om] exp]i5ce 
to individuals improves ! confid5ce ( ! 
p ( ! ,unit$ ,/ates 9 _! ,gov]nm5t &    
helps ag5cies a*ieve great] impact &    
fulfill _! missions2 &  7#f7 improv+    
s]vice to individuals requires ag5cies  
to "w across organizational b\nd>ies1   
lev]age te*nology1 collect & %>e /&>diz$
 data1 & develop cu/om]-c5t]$ m9dsets & 
exp]i5ce /rategies4  7b7 ,s5se (        
,congress ,x is ! s5se ( ,congress t--  
7#a7 all ag5cies %\ld /rive to provide a
 high-quality1 c\rte\s1 effective1 &    
effici5t cu/om] exp]i5ce to ! p ( !     
,unit$ ,/ates & seek to measure1        
collect1 report1 & use metrics relat+ to
 ! exp]i5ce ( individuals int]act+ )    
ag5cies to cont9ually improve ! cu/om]  
exp]i5ce ( ! p ( ! ,unit$ ,/ates2 &     
7#b7 adequate ,f$]al fund+ is ne$$ to   
ensure ag5cy /aff+ levels t c provide ! 
public ) an improv$ cu/om] exp]i5ce4    

#c4 ,def9itions ,9 ?is ,act3 7#a7       
,adm9i/rator ,! t]m ,adm9i/rator means !
 ,adm9i/rator ( ,g5]al ,s]vices4  7#b7  
,ag5cy ,! t]m ag5cy has ! mean+ giv5 !  
t]m 9 section #cejb ( title #dd1 ,unit$ 
,/ates ,code4  7#c7 ,cov]$ ag5cy ,! t]m 
cov]$ ag5cy means an ag5cy or compon5t (
 an ag5cy t is requir$ by ! ,director to
 collect volunt>y cu/om] exp]i5ce       
fe$back = purposes ( section #e1 bas$ on
 an assessm5t ( ! compon5ts & programs (
 ! ag5cy ) ! highe/ impact on or numb] (
 int]actions ) individuals or entities4 
7#d7 ,director ,! t]m ,director means ! 
,director ( ! ,(fice ( ,managem5t &     
,budget4  7#e7 ,volunt>y cu/om] exp]i5ce
 fe$back ,! t]m volunt>y cu/om] exp]i5ce
 fe$back means ! submission ( in=mation1
 an op9ion1 or a conc]n to an ag5cy by  
an individual or entity t-- 7,a7 is     
volunt>ily made by ! individual or      
entity2 &  7,b7 relates to-- 7i7 a      
p>ticul> s]vice provid$ to ! individual 
or entity by ! ag5cy2 or  7ii7 an       
int]action ( ! individual or entity ) ! 

ag5cy4  #d4 ,guidel9es = volunt>y cu/om]
 exp]i5ce fe$back ,ea* ag5cy t solicits 
volunt>y cu/om] exp]i5ce fe$back %all   
ensure t-- 7#a7 individuals & entities  
provid+ responses to ! solicitation (   
volunt>y cu/om] exp]i5ce fe$back h !    
option to rema9 anonym\s2  7#b7         
individuals & entities t decl9e to      
p>ticipate 9 ! solicitation ( volunt>y  
cu/om] exp]i5ce fe$back are n treat$    
diff]5tly by ! ag5cy = purposes (       
provid+ s]vices or in=mation2  7#c7 !   
solicitation includes-- 7,a7 ! fewe/    
numb] ( que/ions z is practicable2 &    
7,b7 n m ?an #aj que/ions2  7#d7 !      
volunt>y nature ( ! solicitation is     
cle>2  7#e7 ! propos$ solicitation (    
volunt>y cu/om] exp]i5ce fe$back w      
contribute to improv$ cu/om] exp]i5ce2  
7#f7 solicitations ( volunt>y cu/om]    
exp]i5ce fe$back are limit$ to #a       
solicitation p] int]action ) an         
individual or entity2  7#g7 to ! ext5t  
practicable1 ! solicitation ( volunt>y  
cu/om] exp]i5ce fe$back is made at !    

po9t ( s]vice ) an individual or entity2
  7#h7 in/rum5ts = collect+ volunt>y    
cu/om] exp]i5ce fe$back are accessible  
to individuals ) disabilities 9         
accordance ) section #ejh ( !           
,rehabilitation ,act ( #aigc 7#bi       
,u4,s4,c4 #gid;d72 &  7#i7 int]nal ag5cy
 data gov]nance policies rema9 9 effect 
) respect to ! collection ( volunt>y    
cu/om] exp]i5ce fe$back f individuals & 
entities4  #e4 ,cu/om] exp]i5ce data    
collection  7a7 ,collection ( responses 
,! head ( ea* cov]$ ag5cy1 assi/$ by & 9
 coord9ation ) ! s5ior acc\ntable       
(ficial = cu/om] exp]i5ce ( ! cov]$     
ag5cy1 %all collect volunt>y cu/om]     
exp]i5ce fe$back ) respect to s]vices ( 
or int]actions ) ! cov]$ ag5cy4  7b7    
,cont5t ( que/ions  7#a7 ,/&>diz$       
que/ions ,! ,director1 9 coord9ation ) !
 ,adm9i/rator1 %all develop a set (     
/&>diz$ que/ions = use by cov]$ ag5cies 
9 collect+ volunt>y cu/om] exp]i5ce     
fe$back "u ?is section t address-- 7,a7 
ov]all satisfaction ( individuals or    

entities ) ! specific int]action or     
s]vice receiv$2  7,b7 ! ext5t to :i*    
individuals or entities 7 able to       
accompli% ! int5d$ task or purpose ( ^? 
individuals or entities2  7,c7 :e!r an  
individual or entity 0 treat$ ) respect 
& pr(essionalism2  7,d7 :e!r an         
individual or entity believes t !       
individual or entity 0 s]v$ 9 a timely  
mann]2 &  7,e7 any additional metrics   
det]m9$ by ! ,director1 9 coord9ation ) 
! ,adm9i/rator4  7#b7 ,additional       
que/ions ,9 addition to ! que/ions      
develop$ "u p>agraph 7#a71 ! s5ior      
acc\ntable (ficial = cu/om] exp]i5ce ( a
 cov]$ ag5cy may develop que/ions       
relevant to ! specific op]ations or     
programs ( ! cov]$ ag5cy4  7c7          
,additional requirem5ts ,to ! ext5t     
practicable-- 7#a7 ea* cov]$ ag5cy %all 
collect volunt>y cu/om] exp]i5ce fe$back
 across e plat=m or *annel ?r\gh :i* !  
cov]$ ag5cy int]acts ) individuals or   
o!r entities to deliv] in=mation or     
s]vices2 &  7#b7 volunt>y cu/om]        

exp]i5ce fe$back collect$ "u ?is section
 %all be ti$ to specific transactions or
 int]actions ) cu/om]s ( ! cov]$ ag5cy4 
7d7 ,exemption f public notice & comm5t 
,! requirem5ts ( section                
#cejf7;c77#b77;,a7 & subp>agraphs 7,b7 &
 7,d7 ( subsection 7a77#a7 & subsection 
7b7 ( section #cejg ( title #dd1 ,unit$ 
,/ates ,code1 %all n apply to !         
collection ( volunt>y cu/om] exp]i5ce   
fe$back by an ag5cy t meets !           
requirem5ts ( ?is ,act4  7e7 ,report    
7#a7 ,9 g5]al ,n lat] ?an #a ye> aft] ! 
date ( enactm5t ( ?is ,act & n less     
frequ5tly ?an qu>t]ly !reaft]1 ea* cov]$
 ag5cy %all submit to ! ,director1 9 a  
mann] det]m9$ by ! ,director1 an        
aggregat$ report on ea* solicitation (  
volunt>y cu/om] exp]i5ce fe$back f      
individuals & entities conduct$ by !    
cov]$ ag5cy1 :i* %all include-- 7,a7 !  
int5d$ purpose ( ! solicitation2  7,b7 !
 appropriate po9t ( contact )9 ! cov]$  
ag5cy = ! solicitation2  7,c7 ! que/ions
 or survey in/rum5t submitt$ to memb]s (

 ! public z "p ( ! solicitation2  7,d7 a
 description ( h[ ! cov]$ ag5cy uses !  
volunt>y cu/om] exp]i5ce fe$back f !    
solicitation to improve ! cu/om]        
exp]i5ce ( ! cov]$ ag5cy2 &  7,e7 !     
results ( ! solicitation1 includ+-- 7i7 
! responses collect$2  7ii7 ! total     
numb] ( survey responses2 &  7iii7 !    
rate ( response = ! solicitation4  7#b7 
,c5traliz$ website ,! ,director %all--  
7,a7 include & ma9ta9 on a publicly     
available website ! in=mation provid$ by
 cov]$ ag5cies "u p>agraph 7#a72 &  7,b7
 = ! purpose ( subp>agraph 7,a71 e/abli%
 a website or make use ( an exi/+       
website1 su* z ! website requir$ "u     
section #aabb ( title #ca1 ,unit$ ,/ates
 ,code4  #f4 ,cu/om] exp]i5ce report    
7a7 ,9 g5]al ,n lat] ?an #dej days aft] 
! date on :i* all cov]$ ag5cies h       
submitt$ ! fir/ reports to ! ,director  
requir$ "u section #e7;e77#a71 & e #b   
ye>s !reaft] until ! date t is #aj ye>s 
aft] su* date1 ! ,comptroll] ,g5]al ( ! 
,unit$ ,/ates %all make publicly        

available & submit to ! ,committee on   
,homel& ,security & ,gov]nm5tal ,affairs
 ( ! ,s5ate & ! ,committee on ,ov]sight 
& ,re=m ( ! ,h\se ( ,repres5tatives a   
report assess+ ! data collect$ & report$
 by ! cov]$ ag5cies4  7b7 ,cont5ts ,!   
report requir$ "u subsection 7a7 %all   
include-- 7#a7 a summ>y ( ! in=mation   
requir$ to be submitt$ by cov]$ ag5cies 
"u section #e7;e77#a72  7#b7 a          
description ( h[ ea* cov]$ ag5cy us$ !  
volunt>y cu/om] exp]i5ce fe$back receiv$
 by ! cov]$ ag5cy to improve ! cu/om]   
exp]i5ce ( ! cov]$ ag5cy2 &  7#c7 an    
assessm5t ( ! quality ( ! data collect$ 
"u ?is ,act &1 if applicable1           
recomm5dations to improve t quality4    
#g4 ,re/riction on use ( in=mation ,no  
in=mation collect$ pursuant to ?is ,act 
may be us$ 9 any appraisal ( ! job      
p]=mance ( a ,f$]al employee "u *apt]   
#dc ( title #e1 ,unit$ ,/ates ,code1 or 
any o!r provision ( law4  ,pass$ !      
,s5ate ,june #bb1 #bjbb4,secret>y