117TH CONGRESS 

2D SESSION S. 671 

AN ACT 

To require the collection of voluntary feedback on services 

provided by agencies, and for other purposes. 

1 Be it enacted by the Senate and House of Representa2 tives of the United States of America in Congress assembled, 
2 

†S 671 ES

1 SECTION 1. SHORT TITLE. 

2 This Act may be cited as the ‘‘Federal Agency Cus3 tomer Experience Act of 2021’’. 

4 SEC. 2. FINDINGS; SENSE OF CONGRESS. 

5 (a) FINDINGS.—Congress finds that— 

6 (1) the Federal Government serves the people 

7 of the United States and should seek to continually 

8 improve public services provided by the Federal Gov9 ernment based on customer feedback; 

10 (2) the people of the United States deserve a 

11 Federal Government that provides efficient, effec12 tive, equitable, and high-quality services and cus13 tomer experiences across multiple channels; 

14 (3) many agencies, offices, programs, and Fed15 eral employees provide excellent customer experi16 ences to individuals, but many parts of the Federal 

17 Government still fall short on delivering the cus18 tomer experience that individuals have come to ex19 pect from the private sector; 

20 (4) according to the 2020 American Customer 

21 Satisfaction Index, the Federal Government ranks 

22 among the bottom of all industries in the United 

23 States in customer satisfaction; 

24 (5) providing an equitable, reliable, transparent, 

25 and responsive customer experience to individuals 

26 improves the confidence of the people of the United 
3 

†S 671 ES

1 States in their Government and helps agencies 

2 achieve greater impact and fulfill their missions; and 

3 (6) improving service to individuals requires 

4 agencies to work across organizational boundaries, 

5 leverage technology, collect and share standardized 

6 data, and develop customer-centered mindsets and 

7 experience strategies. 

8 (b) SENSE OF CONGRESS.—It is the sense of Con9 gress that— 

10 (1) all agencies should strive to provide a high11 quality, courteous, effective, and efficient customer 

12 experience to the people of the United States and 

13 seek to measure, collect, report, and use metrics re14 lating to the experience of individuals interacting 

15 with agencies to continually improve the customer 

16 experience of the people of the United States; and 

17 (2) adequate Federal funding is needed to en18 sure agency staffing levels that can provide the pub19 lic with an improved customer experience. 

20 SEC. 3. DEFINITIONS. 

21 In this Act: 

22 (1) ADMINISTRATOR.—The term ‘‘Adminis23 trator’’ means the Administrator of General Serv24 ices. 
4 

†S 671 ES

1 (2) AGENCY.—The term ‘‘agency’’ has the 

2 meaning given the term in section 3502 of title 44, 

3 United States Code. 

4 (3) COVERED AGENCY.—The term ‘‘covered 

5 agency’’ means an agency or component of an agen6 cy that is required by the Director to collect vol7 untary customer experience feedback for purposes of 

8 section 5, based on an assessment of the components 

9 and programs of the agency with the highest impact 

10 on or number of interactions with individuals or en11 tities. 

12 (4) DIRECTOR.—The term ‘‘Director’’ means 

13 the Director of the Office of Management and Budg14 et. 

15 (5) VOLUNTARY CUSTOMER EXPERIENCE FEED16 BACK.—The term ‘‘voluntary customer experience 

17 feedback’’ means the submission of information, an 

18 opinion, or a concern to an agency by an individual 

19 or entity that— 

20 (A) is voluntarily made by the individual or 

21 entity; and 

22 (B) relates to— 

23 (i) a particular service provided to the 

24 individual or entity by the agency; or 
5 

†S 671 ES

1 (ii) an interaction of the individual or 

2 entity with the agency. 

3 SEC. 4. GUIDELINES FOR VOLUNTARY CUSTOMER EXPERI4 ENCE FEEDBACK. 

5 Each agency that solicits voluntary customer experi6 ence feedback shall ensure that— 

7 (1) individuals and entities providing responses 

8 to the solicitation of voluntary customer experience 

9 feedback have the option to remain anonymous; 

10 (2) individuals and entities that decline to par11 ticipate in the solicitation of voluntary customer ex12 perience feedback are not treated differently by the 

13 agency for purposes of providing services or informa14 tion; 

15 (3) the solicitation includes— 

16 (A) the fewest number of questions as is 

17 practicable; and 

18 (B) not more than 10 questions; 

19 (4) the voluntary nature of the solicitation is 

20 clear; 

21 (5) the proposed solicitation of voluntary cus22 tomer experience feedback will contribute to im23 proved customer experience; 
6 

†S 671 ES

1 (6) solicitations of voluntary customer experi2 ence feedback are limited to 1 solicitation per inter3 action with an individual or entity; 

4 (7) to the extent practicable, the solicitation of 

5 voluntary customer experience feedback is made at 

6 the point of service with an individual or entity; 

7 (8) instruments for collecting voluntary cus8 tomer experience feedback are accessible to individ9 uals with disabilities in accordance with section 508 

10 of the Rehabilitation Act of 1973 (29 U.S.C. 794d); 

11 and 

12 (9) internal agency data governance policies re13 main in effect with respect to the collection of vol14 untary customer experience feedback from individ15 uals and entities. 

16 SEC. 5. CUSTOMER EXPERIENCE DATA COLLECTION. 

17 (a) COLLECTION OF RESPONSES.—The head of each 

18 covered agency, assisted by and in coordination with the 

19 senior accountable official for customer experience of the 

20 covered agency, shall collect voluntary customer experience 

21 feedback with respect to services of or interactions with 

22 the covered agency. 

23 (b) CONTENT OF QUESTIONS.— 

24 (1) STANDARDIZED QUESTIONS.—The Director, 

25 in coordination with the Administrator, shall develop 
7 

†S 671 ES

1 a set of standardized questions for use by covered 

2 agencies in collecting voluntary customer experience 

3 feedback under this section that address— 

4 (A) overall satisfaction of individuals or 

5 entities with the specific interaction or service 

6 received; 

7 (B) the extent to which individuals or enti8 ties were able to accomplish the intended task 

9 or purpose of those individuals or entities; 

10 (C) whether an individual or entity was 

11 treated with respect and professionalism; 

12 (D) whether an individual or entity be13 lieves that the individual or entity was served in 

14 a timely manner; and 

15 (E) any additional metrics determined by 

16 the Director, in coordination with the Adminis17 trator. 

18 (2) ADDITIONAL QUESTIONS.—In addition to 

19 the questions developed under paragraph (1), the 

20 senior accountable official for customer experience of 

21 a covered agency may develop questions relevant to 

22 the specific operations or programs of the covered 

23 agency. 

24 (c) ADDITIONAL REQUIREMENTS.—To the extent 

25 practicable— 
8 

†S 671 ES

1 (1) each covered agency shall collect voluntary 

2 customer experience feedback across every platform 

3 or channel through which the covered agency inter4 acts with individuals or other entities to deliver in5 formation or services; and 

6 (2) voluntary customer experience feedback col7 lected under this section shall be tied to specific 

8 transactions or interactions with customers of the 

9 covered agency. 

10 (d) EXEMPTION FROM PUBLIC NOTICE AND COM11 MENT.—The requirements of section 3506(c)(2)(A) and 

12 subparagraphs (B) and (D) of subsection (a)(1) and sub13 section (b) of section 3507 of title 44, United States Code, 

14 shall not apply to the collection of voluntary customer ex15 perience feedback by an agency that meets the require16 ments of this Act. 

17 (e) REPORT.— 

18 (1) IN GENERAL.—Not later than 1 year after 

19 the date of enactment of this Act and not less fre20 quently than quarterly thereafter, each covered 

21 agency shall submit to the Director, in a manner de22 termined by the Director, an aggregated report on 

23 each solicitation of voluntary customer experience 

24 feedback from individuals and entities conducted by 

25 the covered agency, which shall include— 
9 

†S 671 ES

1 (A) the intended purpose of the solicita2 tion; 

3 (B) the appropriate point of contact within 

4 the covered agency for the solicitation; 

5 (C) the questions or survey instrument 

6 submitted to members of the public as part of 

7 the solicitation; 

8 (D) a description of how the covered agen9 cy uses the voluntary customer experience feed10 back from the solicitation to improve the cus11 tomer experience of the covered agency; and 

12 (E) the results of the solicitation, includ13 ing— 

14 (i) the responses collected; 

15 (ii) the total number of survey re16 sponses; and 

17 (iii) the rate of response for the solici18 tation. 

19 (2) CENTRALIZED WEBSITE.—The Director 

20 shall— 

21 (A) include and maintain on a publicly 

22 available website the information provided by 

23 covered agencies under paragraph (1); and 

24 (B) for the purpose of subparagraph (A), 

25 establish a website or make use of an existing 
10 

†S 671 ES

1 website, such as the website required under sec2 tion 1122 of title 31, United States Code. 

3 SEC. 6. CUSTOMER EXPERIENCE REPORT. 

4 (a) IN GENERAL.—Not later than 450 days after the 

5 date on which all covered agencies have submitted the first 

6 reports to the Director required under section 5(e)(1), and 

7 every 2 years thereafter until the date that is 10 years 

8 after such date, the Comptroller General of the United 

9 States shall make publicly available and submit to the 

10 Committee on Homeland Security and Governmental Af11 fairs of the Senate and the Committee on Oversight and 

12 Reform of the House of Representatives a report assessing 

13 the data collected and reported by the covered agencies. 

14 (b) CONTENTS.—The report required under sub15 section (a) shall include— 

16 (1) a summary of the information required to 

17 be submitted by covered agencies under section 

18 5(e)(1); 

19 (2) a description of how each covered agency 

20 used the voluntary customer experience feedback re21 ceived by the covered agency to improve the cus22 tomer experience of the covered agency; and 

23 (3) an assessment of the quality of the data col24 lected under this Act and, if applicable, rec25 ommendations to improve that quality. 
11 

†S 671 ES

1 SEC. 7. RESTRICTION ON USE OF INFORMATION. 

2 No information collected pursuant to this Act may 

3 be used in any appraisal of the job performance of a Fed4 eral employee under chapter 43 of title 5, United States 

5 Code, or any other provision of law. 

Passed the Senate June 22, 2022. 

Attest: 

Secretary. 
117TH CONGRESS 

2D SESSION S. 671 

AN ACT 

To require the collection of voluntary feedback on 

poses. services provided by agencies, and for other pur-