,,ii  #aah? ,,congress  #a/ ,session    
,s4 #bhff  ,,9 ,,! ,,s5ate ,,( ,,!      
,,unit$ ,,/ates  ,septemb] #bj1 #bjbc   
,mr4 ,pet]s 7= himself1 ,mr4 ,lank=d1 & 
,mr4 ,cornyn7 introduc$ ! foll[+ bill2  
:i* 0 read twice & ref]r$ to !          
,committee on ,homel& ,security &       
,gov]nm5tal ,affairs  ,a ,,bill  ,to    
improve ! cu/om] exp]i5ce ( ! ,f$]al    
,gov]nm5t1 ensure t ,f$]al s]vices are  
simple1 seamless1 & secure1 & = o!r     
purposes4  #a4 ,%ort title ,?is ,act may
 be cit$ z ! ,improv+ ,gov]nm5t ,s]vices
 ,act4  #b4 ,def9itions ,9 ?is ,act3    
7#a7 ,ag5cy ,! t]m ag5cy has ! mean+    
giv5 ! t]m ,executive ag5cy 9 section   
#aje ( title #e1 ,unit$ ,/ates ,code4   
7#b7 ,cu/om] ,! t]m cu/om] means any    
individual1 bus9ess1 or organization1   
includ+ a grantee & a ,/ate1 local1 or  
,tribal entity1 t int]acts ) an ag5cy or
 program1 ei!r directly or ?r\gh a      
f$]ally fund$ program adm9i/]$ by a     
contractor1 nonpr(it organization1 or   
o!r ,f$]al entity4  7#c7 ,cu/om]        

exp]i5ce ,! t]m cu/om] exp]i5ce means1 )
 respect to a memb] ( ! public1 ! g5]al 
p]ception ( & ! ov]all satisfaction )   
int]actions ) an ag5cy or a product or  
s]vice ( ! ag5cy4  7#d7 ,,cx ,action    
,plan ,! t]m ,,cx ,action ,plan means ! 
annual cu/om] exp]i5ce action plan      
describ$ 9 section #c4  7#e7 ,designat$ 
entity ,! t]m designat$ entity means an 
ag5cy or high-impact s]vice provid]     
designat$ by ! ,director "u section     
#c7;a74  7#f7 ,director ,! t]m ,director
 means ! ,director ( ! ,(fice (         
,managem5t & ,budget4  7#g7 ,high-impact
 s]vice provid] ,! t]m high-impact      
s]vice provid] means a ,f$]al entity1 z 
designat$ by ! ,director1 t provides or 
funds cu/om]-fac+ s]vices1 includ+      
,f$]al s]vices adm9i/]$ at ! ,/ate or   
local level1 t h a high impact on !     
public1 :e!r because ( a l>ge cu/om]    
base or a critical effect on ^? s]v$4   
7#h7 ,human-c5t]$ design ,! t]m         
human-c5t]$ design means an             
int]discipl9>y me?odology ( putt+       

individuals1 includ+ ^? :o w use or be  
impact$ by a product or s]vice1 at !    
c5t] ( any process to solve *all5g+     
problems4  7#i7 ,s]vice deliv]y ,! t]m  
s]vice deliv]y means any actions by !   
,f$]al ,gov]nm5t relat+ to ! provision (
 a b5efit or s]vice to a cu/om] ( an    
ag5cy dur+ ea* /age ( ! process (       
deliv]+ ! b5efit or s]vice to ! cu/om]1 
includ+-- 7,a7 an application1 r5ewal1  
or ext5sion by a cu/om] = a b5efit or   
loan1 includ+ heal? s]vices = vet]ans & 
a small bus9ess loan2  7,b7 receipt by a
 cu/om] ( a s]vice1 includ+-- 7i7 heal? 
c>e or small bus9ess c\nsel+2 &  7ii7   
guidance to support comm]ce1            
transportation1 employm5t rules1        
workplace safety1 or public safety1     
includ+ relat+ to ensur+ clean wat] &   
consum] protection s]vices2  7,c7 a     
reque/ or r5ewal by a cu/om] = a docum5t
 or o!r item1 includ+ a passport1       
driv]'s lic5se1 or ,social ,security    
c>d2  7,d7 a submission by a cu/om] ( a 
,f$]al tax return2  7,e7 a decl>ation ( 

goods by a cu/om]2  7,f7 use by a cu/om]
 ( recreation res\rces & public spaces1 
includ+ a p>k1 hi/orical site1 or       
museum2  7,g7 a reque/ by a cu/om] =    
in=mation1 includ+ a notice1 w>n+1 or   
guidance ab\t public heal?1 safety1     
consum] protection1 comm]ce1            
transportation1 environm5t1 employm5t1 &
 workplace safety2 &  7,h7 a reque/ by a
 cu/om] =1 or use by a cu/om] (1 data & 
rese>*1 includ+ = apply+ = fund+1       
conduct+ rese>*1 ma9ta9+ & pres]v+      
artifacts1 & collect+1 analyz+1 report+1
 & %>+ data4  7#aj7 ,volunt>y cu/om]    
fe$back ,! t]m volunt>y cu/om] fe$back  
means ! submission by a cu/om] (        
in=mation1 an op9ion1 appreciation1 or a
 conc]n foll[+ an int]action ) an ag5cy 
& relat+ to ! int]action ) ! ag5cy t    
is--  7,a7 solicit$ by ! ag5cy &        
id5tifi$ z volunt>y at ! "t (           
solicitation2 &  7,b7 is volunt>ily made
 by ! cu/om]4  #c4 ,compreh5sive cu/om] 
exp]i5ce action plan  7a7 ,9 g5]al  7#a7
 ,designation ,n lat] ?an #a ye> aft] ! 

date ( enactm5t ( ?is ,act1 ! ,director 
%all designate ag5cies & high-impact    
s]vice provid]s to develop an annual    
cu/om] exp]i5ce action plan4  7#b7      
,submission ( ,,cx ,action ,plans ,n    
lat] ?an #a ye> aft] ! date ( enactm5t (
 ?is ,act1 & annually !reaft]1 at a "t  
det]m9$ by ! ,director1 ! head ( ea*    
designat$ entity %all submit to !       
,director & to ,congress & make publicly
 available ! ,,cx ,action ,plan ( !     
designat$ entity4  7b7 ,,cx ,action     
,plan cont5ts ,! ,,cx ,action ,plan ( a 
designat$ entity %all include-- 7#a7 a  
compreh5sive cu/om] exp]i5ce /rategy &  
correspond+ implem5tation actions t     
adopt lead+ human-c5t]$ design practices
 t include--  7,a7 conduct+ outrea* to !
 public ab\t ! public s]vices provid$ by
 ! designat$ entity2  7,b7 provid+      
assi/ance to memb]s ( ! public enroll+ 9
 or navigat+ ! s]vices ( ! designat$    
entity2  7,c7 /reaml9+ & improv+ !      
accessibility ( =ms & digital exp]i5ces 
& ensur+ ! accessibility ( s]vices =    

cu/om]s ) disabilities or limit$ ,engli%
 pr(ici5cy2  7,d7 elim9at+ unnecess>y   
adm9i/rative burd5s on cu/om]s2  7,e7   
engag+ 9 ef=ts to coord9ate ) o!r       
ag5cies to r$uce ! ne$ = cu/om]s s]v$ by
 ! designat$ entity to int]act sep>ately
 ) multiple ag5cies2  7,f7 prev5t+ fraud
 & improv+ fraud & spam report+         
capabilities2 &  7,g7 incorporat+ be/   
practices f ! private sector1 includ+   
provid+ onl9e s]vices1 telephone        
call-back s]vices1 & tra9+ to employees 
:o provide cu/om] s]vice2  7#b7         
in=mation on ! av]age am\nt ( "t x takes
 ! designat$ entity to resolve a cu/om] 
reque/ & an id5tification & assessm5t ( 
any backlog issues = key designat$      
entity s]vices1 includ+ ! resolution (  
reque/s = passport s]vices1 vet]an      
records1 det]m9ations ( ,social         
,security b5efits1 ! process+ (         
applications = ,f$]al retirem5t b5efits1
 & o!r simil> s]vices2  7#c7 an         
assessm5t ( opportunities = ! designat$ 
entity to-- 7,a7 co-locate ! s]vices ( !

 designat$ entity ) o!r ,f$]al s]vices1 
:]e appropriate & 9 response to         
demon/rat$ cu/om] ne$s2  7,b7 increase !
 use ( digital *annels & self-s]vice    
options1 :ile ensur+ effici5t           
multi-*annel (f]+s1 9 accordance ) !    
#ba/ ,c5tury ,integrat$ ,digital        
,exp]i5ce ,act 7#dd ,u4,s4,c4 #ceja     
note72 &  7,c7 increase ! quantity &    
improve ! quality ( protections =       
p]sonally id5tifiable in=mation 9 cu/om]
 data2  7#d7 actions to build ! capacity
 ( ! designat$ entity to deliv] lead+   
s]vices & manage cu/om] exp]i5ce1       
includ+ updat+ guidance & tra9+ mat]ials
 = employees ( ! designat$ entity2  7#e7
 specific proposals to improve cu/om]   
exp]i5ce & s]vice deliv]y1 includ+--    
7,a7 progress on ! deliv]y ( ! ,,cx     
,action ,plan ( ! fiscal ye> 9 :i* !    
,,cx ,action plan is submitt$ aga9/ !   
commitm5ts ( ! ,,cx ,action ,plan ( !   
prior fiscal ye>1 includ+ ! p]=mance (  
priority s]vices 7includ+ wait &        
process+ times1 cu/om] fe$back1 & !     

in=mation describ$ 9 p>agraph 7#c772 &  
7,b7 plans = ! fiscal ye> foll[+ !      
submission ( ! ,,cx ,action ,plan2 &    
7#f7 ! m$ium- & long-t]m cu/om] exp]i5ce
 /rategies ( ! designat$ entity1        
includ+-- 7,a7 plans = ! p]iod ( #c to  
#e fiscal ye>s foll[+ ! fiscal ye> ( !  
submission ( ! ,,cx ,action ,plan2 &    
7,b7 plans = ! p]iod ( #e to #aj fiscal 
ye>s foll[+ ! fiscal ye> ( ! submission 
( ! ,,cx ,action ,plan4  7c7 ,exi/+     
guidance ,9 develop+ ! ,,cx ,action     
,plan1 ea* designat$ entity %all adh]e  
to exi/+ & additional guidance provid$  
by ! ,director4  #d4 ,ov]sight & annual 
report  7a7 ,9 g5]al ,! ,director %all--
 7#a7 ensure designat$ entity compliance
 ) ?is ,act2  7#b7 facilitate %>+ (     
lead+ practices betwe5 designat$        
entities2 &  7#c7 review ! compreh5sive 
,,cx ,action ,plans ( designat$ entities
 = consi/5cy ) exi/+ cu/om] exp]i5ce    
guidance4  7b7 ,annual report ,n lat]   
?an #ahj days aft] ! submission ( all   
,,cx ,action ,plans "u section #c7;a71 &

 annually !reaft]1 ! ,director %all make
 public recomm5dations = opportunities  
to /reaml9e or co-locate critical ,f$]al
 s]vices4