19–006 

112TH CONGRESS REPORT " ! HOUSE OF REPRESENTATIVES 2d Session 112–534 

GOVERNMENT CUSTOMER SERVICE IMPROVEMENT ACT 

JUNE 15, 2012.—Committed to the Committee of the Whole House on the State of 

the Union and ordered to be printed 

Mr. ISSA, from the Committee on Oversight and Government 

Reform, submitted the following 

R E P O R T 

[To accompany H.R. 538] 

[Including cost estimate of the Congressional Budget Office] 

The Committee on Oversight and Government Reform, to whom 

was referred the bill (H.R. 538) to require the establishment of customer service standards for Federal agencies, having considered 

the same, report favorably thereon with an amendment and recommend that the bill as amended do pass. 

CONTENTS 

Page 

Committee Statement and Views ........................................................................... 2 

Section-by-Section .................................................................................................... 4 

Explanation of Amendments ................................................................................... 4 

Committee Consideration ........................................................................................ 5 

Application of Law to the Legislative Branch ....................................................... 5 

Statement of Oversight Findings and Recommendations of the Committee ...... 5 

Statement of General Performance Goals and Objectives .................................... 5 

Federal Advisory Committee Act ............................................................................ 5 

Unfunded Mandate Statement ............................................................................... 5 

Earmark Identification ............................................................................................ 5 

Committee Estimate ................................................................................................ 6 

Budget Authority and Congressional Budget Office Cost Estimate .................... 6 

Changes in Existing Law Made by the Bill as Reported ...................................... 7 

The amendment is as follows: 

Strike all after the enacting clause and insert the following: 

SECTION 1. SHORT TITLE. 

This Act may be cited as the ‘‘Government Customer Service Improvement Act’’. 

SEC. 2. DEVELOPMENT OF PERFORMANCE MEASURES AND STANDARDS FOR CUSTOMER 

SERVICE PROVIDED BY FEDERAL AGENCIES. 

(a) REQUIREMENT.— 


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(1) PERFORMANCE MEASURES AND STANDARDS.—The Director of the Office of 

Management and Budget shall develop— 

(A) performance measures to determine whether Federal agencies are 

providing high-quality customer service and improving service delivery to 

their customers; and 

(B) standards to be met by Federal agencies in order to provide highquality customer service and improve service delivery to their customers. 

(2) REQUIREMENT TO TAKE INTO ACCOUNT CERTAIN INFORMATION.—The standards under paragraph (1) shall be developed after taking into account the information collected by Federal agencies under subsection (b). 

(b) CUSTOMER SERVICE INPUT.—The head of each Federal agency shall collect information from its customers regarding the quality of customer services provided by 

the agency. Each Federal agency shall include this information in its performance 

report submitted under section 1116 of title 31, United States Code. 

(c) ANNUAL PERFORMANCE UPDATE.—The Director of the Office of Management 

and Budget shall include achievements by Federal agencies in meeting customer 

service performance measures and standards developed under subsection (a) in each 

update on agency performance required under section 1116 of title 31, United States 

Code. 

SEC. 3. IMPLEMENTATION OF CUSTOMER SERVICE STANDARDS. 

(a) CUSTOMER RELATIONS REPRESENTATIVE.—The head of each Federal agency 

shall designate an employee to be the customer relations representative of the agency. Such representative shall be responsible for implementing the customer service 

standards developed under section 2 and the agency requirements under subsection 

(b). 

(b) AGENCY REQUIREMENTS.— 

(1) GUIDELINES AND CONTACT INFORMATION.—The head of each Federal agency, acting through its customer relations representative, shall— 

(A) issue guidelines to implement the customer service standards developed under section 2 within the agency, including specific principles of customer service applicable to that agency; and 

(B) publish customer service contact information, including a mailing address, telephone number, and e-mail address. 

(2) AVAILABILITY.—The guidelines and the customer service contact information required under this subsection shall be available on the agency’s public 

website. 

SEC. 4. PERFORMANCE APPRAISAL. 

Compliance with customer service standards developed under this Act shall be included in the performance appraisal systems referred to in sections 4302(a) and 

4312 of title 5, United States Code. 

SEC. 5. DEFINITIONS. 

In this Act: 

(1) The term ‘‘customer’’, with respect to a Federal agency, means any individual or entity, including a business, State or local government, other Federal 

agency, or Congress, to which the agency provides services or information. 

(2) The term ‘‘Federal agency’’ has the meaning given the term ‘‘Executive 

agency’’ by section 105 of title 5, United States Code, except that the term does 

not include an agency if the President determines that this Act should not apply 

to the agency for national security reasons. 

SEC. 6. FUNDING FROM EXISTING BUDGETS. 

Federal agencies shall implement this Act from funds available to the agency and 

may reprogram funds as necessary for such purposes. 

SEC. 7. DEFICIT REDUCTION. 

Any savings or reductions in expenditures resulting from this Act shall be used 

to offset the costs of implementation of this Act, and any additional savings shall 

be used to reduce the deficit. 

COMMITTEE STATEMENT AND VIEWS

PURPOSE AND SUMMARY

The private sector has raised the bar for customer service and 

citizens expect the same from their government. H.R. 538, the 

‘‘Government Customer Service Improvement Act,’’ ensures the 


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1 2011 Federal Customer Experience Study. Alexandria, VA: MeriTalk: The Government IT 

Network, 2011. Print. 2 5 U.S.C. § 4302. 

Federal Government keeps pace with the public’s expectations and 

delivers better value to the taxpayer. 

The bill requires the Office of Management and Budget (OMB) 

to establish customer service standards for Federal agencies and 

collect information on the quality of service provided to agency customers. Agencies would: (1) develop performance measures and 

standards for customer service; (2) designate a customer relations 

representative to ensure compliance with the standards; (3) collect 

information from customers to measure performance against the 

standards; and (4) incorporate the standards in employee performance appraisals. 

BACKGROUND AND NEED FOR LEGISLATION

The American people rely on Federal agencies to provide important services and information, but these agencies often fall short of 

providing the customer service taxpayers expect. Only 31 percent 

of surveyed Americans are very satisfied with Federal Government 

customer service, and 79 percent said the government can do a better job.1 Unfortunately, unlike in the private sector, many government agencies are the sole providers of a good or service. Without 

an alternative, the public must rely on a government agency that 

has employees who have few external incentives to optimize customer service. 

Existing law falls short in promoting good customer and public 

service. Agencies currently have discretionary authority to include 

‘‘courtesy demonstrated to the public’’ 2 in employee performance 

appraisals, and to grant awards based on superior performance. 

While some agencies have incorporated customer service standards 

in employee performance expectations, they do not always require 

good customer service to the public. 

H.R. 538 will help ensure agencies streamline service delivery 

and improve the experience of customers. OMB and agencies will 

develop performance measures and standards for customer service 

provided by Federal agencies, with employees at all levels held accountable for achieving results. 

In establishing standards to create a government that is more effective and responsive, agencies should ensure such standards do 

not inadvertently penalize individual employees for matters beyond 

their control. For example, as the Internal Revenue Service seeks 

to make services more accessible, convenient, and efficient for taxpayers, standards should not penalize employees for wait times associated with increased call volume during tax season. Instead, employees should be held accountable for the quality of service and accuracy of information provided during such calls. 

LEGISLATIVE HISTORY

During the 110th Congress, the House of Representatives passed 

similar legislation, H.R. 404, under suspension of the rules by a 

vote of 383–0 (Roll no. 687). An amended version of H.R. 404 was 

reported favorably by the Senate Committee on Homeland Security 

and Governmental Affairs, without written report, and placed on 


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the Senate Legislative Calendar under General Orders (Calendar 

No. 1107). No further action was taken. 

SECTION-BY-SECTION

Section 1. Short title 

The short title of the bill is the ‘‘Government Customer Service 

Improvement Act.’’ 

Section 2. Development of performance measures and standards for 

customer service provided by Federal agencies 

Requires the Office of Management and Budget (OMB) to develop 

performance measures and standards to determine whether Federal agencies are providing high quality customer service and improving service delivery to agency customers. 

Requires agencies to collect information from their customers regarding the quality of services provided, and to include such information in agency performance reports. OMB must ensure customer 

feedback is used when developing customer service standards, and 

include agency progress in meeting customer service standards in 

the annual government performance report. 

Section 3. Implementation of customer service standards 

Each agency designates an employee to be its customer relations 

representative, responsible for meeting the customer service standards established in section 2. In meeting the standards, the customer relations representative will issue guidelines and make customer service contact information publicly available. 

Section 4. Performance appraisal 

Federal employee compliance with agency customer service 

standards will be measured in employee performance appraisals. 

Section 5. Definitions 

Defines ‘‘customer’’ as any individual or entity, including a business, State or local government, other Federal agency, or Congress, 

to which the agency provides services or information. 

This section also grants the President authority to exempt executive branch agencies from the requirements of the bill for national 

security reasons. 

Section 6. Funding from existing budgets 

Requires funding for implementation to come from existing budgets within each agency. 

Section 7. Deficit reduction 

Requires any savings or reductions in expenditures resulting 

from the Act be used to offset costs of implementing the Act and 

to reduce the deficit. 

EXPLANATION OF AMENDMENTS

Mr. Issa offered an amendment in the nature of a substitute 

(ANS). The ANS requires Federal agencies to improve service delivery to their customers, applies the provisions of H.R. 538 to all 

Federal employees, and eliminates the cash incentives program 


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proposed in the base bill. The amendment was agreed to by voice 

vote. 

COMMITTEE CONSIDERATION

On April 18, 2012, the Committee met in open session and ordered reported favorably the bill, H.R. 538, as amended, by voice 

vote, a quorum being present. 

APPLICATION OF LAW TO THE LEGISLATIVE BRANCH

Section 102(b)(3) of Public Law 104–1 requires a description of 

the application of this bill to the legislative branch where the bill 

relates to the terms and conditions of employment or access to public services and accommodations. This bill requires OMB to establish customer service standards for Federal agencies and collect information on the quality of service provided to agency customers. 

As such this bill does not relate to employment or access to public 

services and accommodations. 

Legislative branch employees and their families, to the extent 

that they are otherwise eligible for the benefits provided by this 

legislation, have equal access to its benefits. 

STATEMENT OF OVERSIGHT FINDINGS AND RECOMMENDATIONS OF

THE COMMITTEE

In compliance with clause 3(c)(1) of rule XIII and clause 2(b)(1) 

of rule X of the Rules of the House of Representatives, the Committee’s oversight findings and recommendations are reflected in the 

descriptive portions of this report. 

STATEMENT OF GENERAL PERFORMANCE GOALS AND OBJECTIVES

In accordance with clause 3(c)(4) of rule XIII of the Rules of the 

House of Representatives, the Committee’s performance goals and 

objectives are reflected in the descriptive portions of this report. 

FEDERAL ADVISORY COMMITTEE ACT

The Committee finds that the legislation does not establish or 

authorize the establishment of an advisory committee within the 

definition of 5 U.S.C. App., Section 5(b). 

UNFUNDED MANDATE STATEMENT

Section 423 of the Congressional Budget and Impoundment Control Act (as amended by Section 101(a)(2) of the Unfunded Mandates Reform Act, P.L. 104–4) requires a statement as to whether 

the provisions of the reported bill include unfunded mandates. In 

compliance with this requirement the Committee has received a 

letter from the Congressional Budget Office included herein. 

EARMARK IDENTIFICATION

H.R. 538 does not include any congressional earmarks, limited 

tax benefits, or limited tariff benefits as defined in clause 9 of rule 

XXI. 


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COMMITTEE ESTIMATE

Clause 3(d)(2) of rule XIII of the Rules of the House of Representatives requires an estimate and a comparison by the Committee of the costs that would be incurred in carrying out H.R. 538. 

However, clause 3(d)(3)(B) of that rule provides that this requirement does not apply when the Committee has included in its report 

a timely submitted cost estimate of the bill prepared by the Director of the Congressional Budget Office under section 402 of the 

Congressional Budget Act. 

BUDGET AUTHORITY AND CONGRESSIONAL BUDGET OFFICE COST

ESTIMATE

With respect to the requirements of clause 3(c)(2) of rule XIII of 

the Rules of the House of Representatives and section 308(a) of the 

Congressional Budget Act of 1974 and with respect to requirements 

of clause 3(c)(3) of rule XIII of the Rules of the House of Representatives and section 402 of the Congressional Budget Act of 1974, the 

Committee has received the following cost estimate for H.R. 538 

from the Director of Congressional Budget Office: 

APRIL 30, 2012. 

Hon. DARRELL ISSA, Chairman, Committee on Oversight and Government Reform, 

House of Representatives, Washington, DC. 

DEAR MR. CHAIRMAN: The Congressional Budget Office has prepared the enclosed cost estimate for H.R. 538, the Government 

Customer Service Improvement Act. 

If you wish further details on this estimate, we will be pleased 

to provide them. The CBO staff contact is Matthew Pickford. 

Sincerely, 

DOUGLAS W. ELMENDORF. 

Enclosure. 

H.R. 538—Government Customer Service Improvement Act 

H.R. 538 would set standards to increase the quality of customer 

service provided by government agencies. Under the bill, the Office 

of Management and Budget (OMB) would set customer service 

standards for federal agencies. Those agencies would collect information on their performance and report it to OMB. They also 

would have to display that information on their public Web sites. 

Agencies would also be required to designate an employee as a customer relations representative. 

CBO estimates that implementing H.R. 538 would have no significant cost over the next five years. The bill could affect direct 

spending by agencies not funded through annual appropriations; 

therefore, pay-as-you-go procedures apply. CBO estimates, however, that any net increase in spending by those agencies would not 

be significant. Enacting H.R. 538 would not affect revenues. 

Most of the provisions of the bill would codify and expand current practices of the federal government. Executive Order 13571 

directed agencies to develop customer service plans. OMB has already drafted guidance and created a Customer Service Task Force 

to identify best practices and to review agencies’ plans. ConVerDate Mar 15 2010 01:12 Jun 19, 2012 Jkt 019006 PO 00000 Frm 00006 Fmt 6659 Sfmt 6602 E:\HR\OC\HR534.XXX HR534

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sequently, CBO estimates that implementing this bill would not 

significantly increase administrative costs to federal agencies. 

H.R. 538 contains no intergovernmental or private-sector mandates as defined in the Unfunded Mandates Reform Act and would 

not affect the budgets of state, local, or tribal governments. 

The CBO staff contact for this estimate is Matthew Pickford. 

This estimate was approved by Theresa Gullo, Deputy Assistant 

Director for Budget Analysis. 

CHANGES IN EXISTING LAW MADE BY THE BILL AS REPORTED

Æ 


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