U.S. GOVERNMENT PUBLISHING OFFICE

32–666 WASHINGTON : 2018

THE U.S. CAPITOL VISITOR CENTER—TEN YEARS 

OF SERVING CONGRESS AND THE AMERICAN 

PEOPLE 

HEARING 

BEFORE THE 

COMMITTEE ON HOUSE 

ADMINISTRATION 

HOUSE OF REPRESENTATIVES 

ONE HUNDRED FIFTEENTH CONGRESS 

SECOND SESSION 

MAY 16, 2018 

Printed for the use of the Committee on House Administration 

( 

Available on the Internet: 

http://www.govinfo.gov 

(II) 

COMMITTEE ON HOUSE ADMINISTRATION

GREGG HARPER, Mississippi, Chairman 

RODNEY DAVIS, Illinois, Vice Chairman 

BARBARA COMSTOCK, Virginia 

MARK WALKER, North Carolina 

ADRIAN SMITH, Nebraska 

BARRY LOUDERMILK, Georgia 

ROBERT A. BRADY, Pennsylvania, 

Ranking Member 

ZOE LOFGREN, California 

JAMIE RASKIN, Maryland 

(1) 

THE U.S. CAPITOL VISITOR CENTER—TEN 

YEARS OF SERVING CONGRESS AND THE 

AMERICAN PEOPLE 

WEDNESDAY, MAY 16, 2018 

HOUSE OF REPRESENTATIVES, 

COMMITTEE ON HOUSE ADMINISTRATION, 

Washington, DC. 

The Committee met, pursuant to call, at 11:00 a.m., in Room 

1310, Longworth House Office Building, Hon. Gregg Harper [Chairman of the Committee] presiding. 

Present: Representatives Harper, Davis, Walker, Brady, and 

Raskin. 

Staff Present: Sean Moran, Staff Director; Kim Betz, Deputy 

Staff Director/Policy and Oversight; Dan Jarrell, Legislative Clerk; 

Matt Field, Director of Oversight; Ed Puccerella, Professional Staff; 

Erin McCracken, Communications Director; Khalil Abboud, Minority Deputy Staff Director; Kristie Muchnok, Minority Professional 

Staff. 

The CHAIRMAN. I now call to order the Committee on House Administration for purpose of today’s hearing, examining the United 

States Capitol Visitor Center as it approaches its tenth anniversary. 

The hearing record will remain open for 5 legislative days so 

Members may submit any materials they wish to be included. A 

quorum is present, so we may proceed. 

First, I would like to thank our witness for taking time out of 

her schedule to be with us today. 

On October the 20th, 2008, President Barack Obama signed legislation sponsored by my friend and colleague, then-House Administration Committee Chairman Robert Brady, designating the 

newly completed construction project at the United States Capitol 

as the United States Capitol Visitor Center. 

On December 2, 2008, coinciding with the 145th anniversary of 

the Statue of Freedom’s placement on top of the Capitol dome, the 

CVC officially opened its doors to the public. Over the last 9 years, 

the CVC has welcomed more than 20 million visitors to our Nation’s Capital. 

In addition, the CVC has supported well over 7,000 congressional 

events in CVC meeting spaces, assisted more than 31,000 of our interns and staff on delivering engaging Capitol tours, and assisted 

guests at Congressional Gold Medal ceremonies, commemoration 

ceremonies, annual Memorial Day and Capitol Fourth of July concerts, as well as three Presidential inaugurations. 

2 

Today we welcome the leader of these efforts, Ms. Beth 

Plemmons, Chief Executive Officer for Visitor Services at the CVC. 

Under Ms. Plemmons’ management, the vast majority of constituents visiting the CVC rate their experience as a positive one. 

According to CVC survey data, 93 percent of visitors to the Capitol 

said their expectations were met or were exceeded and they were 

likely to recommend the Capitol tour to their friends. 

Last year, the CVC witnessed the highest annual number of visitors to its facility at more than 2.4 million Americans and international visitors who came to see our great symbol of democracy 

in action. In 2017, the CVC also had a record number of sales in 

their restaurant and gift shops, which proudly sell only made in 

America merchandise. 

Today, we have the opportunity to hear from our witness about 

the lessons the CVC management has learned during the facility’s 

first decade of operations, the greatest operational challenges it 

faces, and what the plan is to continue to meet the needs of Congress and the American people in the years to come. 

Ms. Plemmons, thank you for your testifying before us today. We 

appreciate you being here. 

And I would now like to recognize my colleague and the Ranking 

Member of this Committee, Mr. Brady, for the purpose of providing 

an opening statement. 

Mr. Brady. 

[The statement of The Chairman follows:] 

Mr. BRADY. Thank you. And I want to thank Chairman Harper 

for arranging today’s hearing. 

And thank you, Ms. Plemmons, for testifying today on behalf of 

the Capitol Visitor Center. 

Ten years ago, the CVC opened its doors as a brand new facility 

for visitors from across the world to experience the United States 

Capitol and its actively working government. Under the leadership 

of Ms. Plemmons, remarkable progress in organizational structure, 

education, and visitor experience have been made. 

The evolution of the CVC has been a rewarding project, although 

inherited, for me to be a part of. Seeing a gigantic hole in the 

ground turn into a world-class facility I see today is truly amazing. 

Ms. Plemmons, it is my pleasure to have you here today, and I 

look forward to hearing any information you will be sharing with 

this Committee. Thank you. 

Thank you, Mr. Chairman. 

[The statement of Mr. Brady follows:] 

The CHAIRMAN. Thank you, Mr. Brady. 

Does any other Member wish to be recognized for the purposes 

of an opening statement? Seeing none, I would now like to introduce our witness for today. 

Ms. Beth Plemmons joined the Capitol Visitor Center in September of 2008 as Director of Visitor Services, where she worked 

to develop and implement the visitor-related procedures and operations, which included the delivery of 40,000 Capitol tours each 

week. That is a lot more than 40,000 people. Those are individual 

tours with many, many people. Unbelievable numbers. 

Ms. Plemmons then served as Acting Deputy Chief Executive Officer for Visitor Services from 2010 to 2011, after which she was 

3 

named the Chief Executive Officer, and has been serving in this 

role overseeing all aspects of the Capitol Visitor Center’s operations. 

Ms. Plemmons has more than 25 years in the hospitality industry. And prior to joining the Architect of the Capitol, she served as 

Associate Director for Guest Services at George Washington’s historic Mount Vernon Estates and Gardens, as well as working for 

the 8,000-acre Biltmore Estate in Asheville, North Carolina, for 17 

years. 

The Committee welcomes you, Ms. Plemmons. 

And the Chair now recognizes our witness for the purposes of an 

opening statement. 

And you are recognized for 5 minutes. Welcome. 

STATEMENT OF MS. BETH PLEMMONS, CHIEF EXECUTIVE 

OFFICER, CAPITOL VISITOR CENTER 

Ms. PLEMMONS. Thank you. Good morning, Mr. Chairman and 

Mr. Brady. Thank you so much for this opportunity to share an update on the Capitol Visitor Center operations. Let me also thank 

you, Mr. Chairman, for your strong support of the Capitol Visitor 

Center. Our staff greatly appreciated the kind comments you made 

on the House floor on March 5 about our team and our accomplishments as we approach our 10-year anniversary. 

And thank you, Congressman Brady. The CVC is very proud to 

carry only products made in America, and we are grateful for your 

leadership in helping us achieve this distinction. 

On behalf of the Architect of the Capitol, I have had the privilege 

of serving as the CEO for the Visitor Center since 2011 and to lead 

a team that is passionately dedicated to serving Congress and 

every visitor to the United States Capitol. 

We have a tremendous civic responsibility to connect people to 

our great democracy. Each of our employees strives every day to 

meet our mission, which is working together for Congress to inform, involve, and inspire every visitor to the United States Capitol. 

We remember the words of Thomas Jefferson: An educated citizenry is a vital requisite for our survival as a free people. We regularly receive affirmation from our visitors that we are meeting our 

vision, which is preserving democracy one visitor at a time. 

I would like to share an excerpt from a recent comment from a 

teacher at Ludlow-Taylor Elementary, which is a local school: ‘‘In 

an era of video games and smartphones, children can often be easily distracted. Not the case with your tour. The reviews I heard 

from the children were incredible. They were engaged, excited, and 

could not stop talking about what they had learned. Most importantly, the children now feel connected to the legislative process in 

a way that they were not before.’’ 

Since we opened our doors in December of 2008, we have welcomed almost 21 million visitors—we hope to reach 21 million by 

the end of this month—and provided more than 300,000 tours of 

the Capitol, supported more than 7,000 congressional events in our 

meeting spaces, welcomed guests at Presidential inaugurations, 

Congressional Gold Medal ceremonies, concerts, and memorial ceremonies. 

4 

We have delivered our Capitol Tour Training program to more 

than 37,000 staff and provided them with tools that they need to 

give informative and inspiring tours for our constituents and developed a full suite of informational materials, including publications 

in multiple languages and audio translations to assist our large 

number of international visitors. 

We have welcomed more than 8 million visitors into our Exhibition Hall and developed a wide variety of educational tools to fulfill our mandate to inform the public about the Capitol and Congress. 

Our gift shops have improved the quality and variety of our offerings and heightened our level of customer service. In addition to 

offering only U.S.-made products, gift items represent the work of 

a growing list of small businesses from across the country. 

Beyond these operational successes, the Capitol Visitor Center 

facility has greatly enhanced the visitor experience. To appreciate 

the improved security, convenience, and comfort visitors enjoy 

today, it is helpful to go back in time to the years before there was 

a Capitol Visitor Center. 

Although always intended to be open to the public, the Capitol 

was never designed to accommodate nearly 2.5 million visitors each 

year. Before the Visitor Center opened, constituents may have 

waited up to 3 hours outside before entering the Capitol. There 

were only five public restrooms and no food service for visitors. 

Visitors often roamed freely through the building on self-guided 

tours and, not surprisingly, they soon became lost, confused or frustrated. Many wandered into restricted areas. 

Meanwhile, guides and staff leading tours had great difficulty 

overcoming the noise of the crowds. Even Members of Congress 

often struggled to reach the Chambers or other destinations in the 

building. 

Visitors to the Capitol today have a far different experience. The 

average wait time to enter the CVC is usually about 7 minutes. 

Once inside, visitors can use any of the 26 fully accessible restrooms. The Capitol Cafe provides a place to enjoy a bite to eat, and 

two gift shops offer a selection of more than 2,000 items. 

The 16,500-square-foot Exhibition Hall presents educational materials telling the story of Congress and the Capitol. We are excited 

about our plans to redesign our exhibit space, which is scheduled 

to be complete in 2021. 

The CVC team has also continued to evolve, refining all areas of 

operations. While I am very proud of the milestones I have noted, 

I am most proud that we have never stopped exploring opportunities to work smarter, more efficiently, and more responsively to the 

needs of the congressional community. 

Before closing, I want to take this opportunity to thank all of our 

congressional partners for their continued support, including the 

House and Senate Sergeant at Arms, the Clerk of the House, the 

Secretary of the Senate, the House and Senate curators and historians, the Office of Congressional Accessibility Services, and the 

Capitol Police. 

The counsel and support we have received from your staff and 

the staff of the Senate Rules Committee has been and continues to 

be invaluable to our operation and critical to our success. 

5 

Again, thank you and the entire Committee for your time and for 

this opportunity to share information about the Capitol Visitor 

Center. I look forward to answering any questions you may have 

about our operation. 

[The statement of Ms. Plemmons follows:] 

6 


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The ( l.S. Capitol Visitor Center - Ten Years of Serving CongTess and 

the American People 

Statement before the Committee on House Administration, 

l Tnited States House of Representatives 

May 16,2018 
7 


Insert offset folio 16 here 32666A.002

• Statement of Beth Plemmons, Chief Exemtive OHicer 

l fnited States Capitol Visitor Center 

'The { T.S. Capitol Visitor Center- Ten Years of SetTing Congress 

and the American People" 

• Capitol Visitor Center Operations: l 0-Year Overview 

o Semiannual Report: October 2017-March 2018 

o Semiannual Report: April 20 l 7 -September 2017 

o Operations Summaries: 2009-2016 

o First Semi;nmual H.eport: December 2008-:\1;u-dt 2009 

• Visitor Comments 
8 


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Chainnan Harper, Ranking Member Brady, and members of the Commillee on House 

Adminislration, thank you !or this opportunity to shm·c an update on Capitol Visitor Center 

operations. 

On behalf of the Architect of the Capitol, I have had the privilege of serving as the CEO f()r the 

Visitor Center since 2011 and to lead a te;un that is passionately dedicated to serving Congress and 

every visitor to the United States Capitol. 

\Ve have a trc·mendous ci\~c responsibility to connect people to our great democracy. As such, 

each employee strives every day to meet our mission: Tlln:.i:JiJg together fin· Congn:ss to infimn, 

1i1Vokc ;wd Ii1spkc every riwtor to tile Umicd !>'tales C1pitol 

vVe remember the words of'I110masJc!Terson, "An educated citizenry is a vital requisite lor our 

survival as a free people." 

\V e regularly receive affirmation ll·om our ~sitors that we arc, indeed, meeting our mission and 

our ~sion: Prcscrni1g dcmorrat:r- OllC HSJior at il time. 

Follo>•~ng is a comment recently r<~ccived from a teacher at a local school: 

"I wm1t to thank you for prm~ding such 

a lovely tour of the Capitoll()r the 

students at I.udlow-Taylor elementary. 

In an era of video games and smart 

phones, children can often he easily 

distracted. Not the case Mtll your tour! 

The reviews I heard from the children 

were incredible. They were engaged, 

excited mtd couldn't stop talking about 

what tl1ey had le;rrncd. 

Most importantly, the children now 

feel wnnectcd to the legislative 

process, in a way that they wen· not 

bclorc. M;my oft11csc childrcn1ivt:just 

blocks from the Capitol, yet have never 

even come dose to it. Your tour 

provided them access they would not 

have had othem~sc, ;md I hope, 

Visitor Guide Ronn Jackson with a school group in the Capitol Rotunda. 

encouraged many of them to become even more engaged in our free republic and all tl1at it allords 

each one of us. So, thank you again for making the children feel so welcome. It wanns my heart to 

know how much time you took to make snre the children had a wonderful Capitol tour 

experience. It exceeded everyone's expectations and for that, I an1 so gratefuL" 

\Varm Regards, 

Kimberly Halkett 

Statement before the Committee on House Administration, United States House of Representatives 

"The U.S. Capitol Visitor Center- Ten Years of Serving Congress and the American People" 
9 


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Since we opened our doors on December 2, 2008 ... 

• \Vc ha\-e welcomed almost21 million visitors and provided more than ilOO,OOO tours of the 

Capitol. 

• \Vc have supported more than 7,000 congressional events in our meeting spaces. 

• \Ve have welcomed and assisted guests at presidential inallf,'llrations, Congressional Gold 

Medal ceremonies, concerts, and memorial ceremonies in the Capitol Rotunda and 

Emancipation Hall. 

• \Ve have developed a Capitol Tour 

Training program to provide 

congressional sta.lT the tools they need to 

deliver inhmnative and inspiring tours for 

your constituents to include critical safety 

and crncrgency evacuatiotl procedures. 'ro 

date, more than 87,000 interns and other 

stall have participated in the training. 

• \Ve have developed a full suite of 

informational materials to offer visitors a 

wealth of information about the Capitol 

and the Congress. 

Visitor Guide. Kathleen Gary explains gallery pass distribution 

during a Capitol Tour Training program for congressional staff. 

• \Vc also olkr publications in multiple languages ;md provide audio translations, to assist our 

Im·gc number of international visitors. 

• \Vc have welcomed more than 8 million visitors into our Exhibition Hall and have developed 

a wide variety of educational tools, in keeping vrith our congressional ntandatc, to inf()nn the 

public about the Capitol and the Congress. 

Our Gill Shops arc sdl~sustaining, as a result 

of our teams dlorts to enhance both the 

quality and variety of our ollcrings and the 

level of customer service. I am also pleased to 

tell you that, in addition to o!Icling only l T.S. 

made producls, gift items arc developed 

odusivdy k>r our shops and represent the 

work. of an ever ·!,'fO\\~ng list of small 

businesses li·Oin across the country. 

Merchandise inspired by the Cherry Blossom Festival 

helped generate strong spring season sales in the Capitol 

Visitor Center Gift Shops. 

Statement before the Committee on House Administration, United States House of Representatives 

"The U.S. Capitol Visitor Center- Ten Years of Serving Congress and the American People" 
10 


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In addition to these operational successes, the Capitol Visitor Center bcility itself has gTcatly 

enhanced the visitor experience. 

To appreciate the improved security, convenience, and coml()rt visitors cqjoy today, it is helplit! to 

go back in time to the years before there was a Capitol Visitor Center. 

The Capitol is the "working home" of our representative govcmment. Althongh always intended to 

be open to the public, the Capitol W"'-S never designed to accommodate the growing number of 

visitors- approximately 2.5 million individuals each year. 

On a hot snmmer day in the 1990s, 

constituents may have waited up to three 

hours outside without shelter bcl()re 

entering the Capitol. 

There were only live public restrooms in 

the Capitol and no !iJOd services lor 

visitors. Instead, thousands of constituents 

made their way to the House and Senate 

Office Building cafeterias. That resulted 

in long lines at those facilities and 

ditllcultics f()r congressional staff hoping 

to grAh a quick bite and return to their 

o!Jices. 

Inside the Capitol, visitors ollcn roamed 

11-cdy through the building on sell: 

Before the Capitol Visitor Center, visitors waited on line outside and 

without shelter for up to three hours before entering the Capitol. 

guided tours. Not surprisingly, they soon became lost, confused and !i·ustrated. Many wandered 

into restricted areas. 

Only a lew exhibits inside the Ctypt of the Capitol provided visitors any interpretation about the 

Capitol and the work of Congress. 

Meanwhile, guides ;md congTcssional staff leading tours had great difliculty overcoming the noise 

of the crowds that congested every space and corridor. Even Members of Congress often stmggled 

to reach the Chambers or other destinations in the building. Evacuating the Capitol during severe 

overcrowding \Vas a growing concern. 

Congress understood that this was neither a secure nor an appropriate way to welcome and treat 

their constituents who came to sec democmcy in action. 

Security conccms moved to the l(m~[J-imt when nearly 20 years ago, in .July 1998, two Capitol 

Police O!liccrs were killed by a t,'lmmatl as he moved thmngh a screening device that was already 

inside the Capitol. 

Statement before the Committee on House Administration, United States House of Representatives 

''The U.S. Capitol Visitor Center- Ten Years of Serving Congress and the American People" 
11 


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As planning and desil,'ll of the Capitol Visitor Center progressed, the events of 9/11 and the 

Antlmtx attack on Ha11 Senate Ofliee Building a month later prompted Congress to provide the 

funding neecssaty to move the project into construction, 

As site preparation began, the Capitol Visitor Center prqjcct changed in scope to include 

significant additional space for the House, the Senate, and the [I.S, Capitol Police, as well as a Jl<'W 

tunnel to the Library of Con),>Tess. Secure meeting rooms ;md hcm·ing rooms were included in the 

expatldcd project Among a number of fimetional improvements was the inclusion of a 

subtcn-ancan loading dock that would keep delivery tmcks away ti·om the li1ce of the CapitoL 

Visitors to the Capitol today have a 

far different experience, Average 

wait time to enter the eve is 

approximately seven 

minutes. Once inside, visitors can 

usc any of 26 fully accessible 

rcstrooms, including 10 larnily 

restrooms. 

The Capitol CalC provides visitors 

the opportunity to cqjoy a bite to 

cat before or alter their tonr. 

Two Gilt Shops provide visitors 

the opportunity to select from 

more than 2,000 items. 

And a !6,500-square-foot 

Emancipation Hall in the Capitol Visitor Center 

Exhibition Hall presents historic documents, ;u·tifitcts, and other means to tell the story of the 

CongTess and the CapitoL \Ve ;u-c excited about our plans to rcdesil,'ll our exhibit space, which is 

scheduled to be complete in 202 L 

The CVC teatn has also continued to evolve, relining all are;rs of operations. \Vhile I am very 

proud of the milestones I have noted, I am most proud of the filet that we have not. nor will we 

ever, rest on our laurels. \Ve have never stopped exploring opportunities to work smarter, more 

dliciently, ;md most importantly, to be ever more responsive to the needs of the eon1,'Tessional 

community. 

Toward this end, in 2015, through a highly collahoraliw process involving staff at all levels of our 

operation, we developed a comprehcn~ivc and ag~,'l·cssivc fivc-ycm· Strategic a11d Operations Plan. 

This plan is comprised of 172 individual pr()jcct phms and ol~jcctivcs that we hq;,mto implement 

cady in 2016. The plan ,.;n continue to ser-ve as our road map through 2020. Presently, we arc on 

pace to complete evoy one of our ol~jcctivcs, each of which is in some way aimed at enhancing our 

service to Conhrrcss, strengthening our relationship with the congTcssional con1n1unity, and 

inspiring approximately 2.5 million visitors we wckomc to the Capitol each ycm·. 

Statement before the Committee on House Administration, United States House of Representatives 

"The U.S. Capitol Visitor Center- Ten Years of Serving Congress and the American People" 
12 


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In dosing, I \V'.tnt to take tlris 

opportunity to thank all of our 

congressional partners for 

their continued snppm1 

during these pastuiue and 

half years to include the 

House and Senate Sergeants 

at Anns, the Clerk of tlte 

House, tltc Secretary of the 

Senate, the House and Senate 

Curators and Historians, the 

Ollicc of Congressional 

Accessibility Services and the 

ll.S. Capitol Police. 

The CVC has benefited in 

particular from tl1c 

In recent months, the Capitol Visitor Center has been collaborating closely with 

House and Senate Curators and Historians, as well as other congressional 

partners, to review pions for the redesign of Exhibition Hall. 

leadership and guidance provided by our Oversight Connnittccs-thc Connnittee on House 

Administration and the Senate Rules Committee. vVe have met regularly with Oversight 

Committee stalls since tltc very early days of operations, engaging in insightful disntssious about 

how to best meet our goal of ensuring that tlte CVC serves the interest of Congress. The counsel 

and sup pori we have received li·mn your stall' and the staff of tltc Senate Rules Committee has 

been and continues to he invaluable to our operation and critical to our success. 

Statement before the Committee on House Administration, United States House of Representatives 

"The U.S. Capitol Visitor Center- Ten Years of Serving Congress and the American People" 
13 


Insert offset folio 22 here 32666A.008

o Semiannual Report: October 2017-March 2018 

o Semiannual Report: April 2017 -September 2017 

o Operations Summaries: 2009-l 0 16 

o First Semiannual Report: December 2008 - March 2009 

Content Slliiilll31'}': 

Pursuant to the Capitol Visitor Cmtcr Act of 2008, the Capitol Visitor Center (CVC) has 

submitted a Scmimmua! Hcport to the Commiltcc on House Administration and the Senate 

Committee on Rules and Administration since the ti!Cility opened in December 2008, 

The reports provide a lid! review of C\'C activities and initiatives that have been undertaken as the 

CVC team has worked each year to enhance iLs service. 

For the puq)()scs of this sulnnission and to pnnidc a cornprehcnsivc overview of "''l'cn Years of 

Service to Congress and the Amcric;m People," the "Operations Summ;ny" f(>r each rcpm1 in the 

CVC's 9.5-year history is provided. In addition, the fltllnarratives f(>r the C\'C's most recent two 

Semimmual He pons arc included. These reports, covering the period from April 2017 through 

:VIarch 2018, provide the 

Committee on House 

Adruinistration a more 

rmnprchcnsive overview of current 

Capitol Visitor Center operations. 

educational initiatives, support 

functions, and facility in1provcn1cnt 

prqjccts. 

Also provided is the CVC's first 

Semiannual Heport (December 

2001l-'\'larch 2009), wltich provides 

details about the start-up of eve 

operations mlll the challenges the 

eve team bred as it impkmentcd 

a new tour entry process (()r the 

Fnited States Capitol. 
14 


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15 


Insert offset folio 24 here 32666A.010

Background 

October 20, 2008, the president signed 

designating the newly complet<'d 

COilSUUCllOn project at the United States 

Capitol as the "United States Capitol Visitor 

Center." On December 2, 2008, coinciding \'\·ith 

the I 45th anniversmy of the Statue of Freedom's 

placement atop the Capitol Dome, the Capitol 

Visitor Center (CVC) officially opened its doors 

to the public. As of the end of this reporting 

period, March 3!, 20!8, the CVC had welcomed 

20,4-83,863 visitors since opening its doors in 

December 2008 and expects to welcome visitor 21 

million in late l\!ay 2018. 

The collaboration vvith and guidance of its 

congressional oversight committees and congressional 

partners is critical to the success of eve operations. 

The Goals of the Capitol Visitor Center 

Throughout its history, the U.S. Capitol has evolved 

in response to a changing nation. Not only is the U.S. 

Capitol a \vorking office building, it is also an historic 

destination replete \Vith collections of artifacts, 

paintings, photographs and documents. Over 

three decades, annual visitation to the U.S. Capitol 

tripled, and Congress recognized that visitors needed 

improved amenities, accessibility, and provisions 

for safCty and security~ Congress also understood 

that visitors desired an opportunity to learn about 

the work of Congress and the artj architecture and 

history of the US. Capitol- a building that is an 

international icon and symbol of representative 

democracy. The CVC was built to respond to these 

needs and, as stated in the 1999 P~ject Revalidation 

Study, its design was guided hy four primary goals: 

• Security: Provide a secure public environment to 

welcome and manage a large number of visitors 

and to protect the U.S. Capitol, its occupants and 

guests in an atmosphere of open access 

Visitor Education: Establish and present 

inf()rmarive programs on the workings and history 

of Congress, the legislative process, and the art and 

architecture of the US. Capitol 

C"VC stqjfprovide u:orld class customer sen,ice throughout the CS. Capitol. 
16 


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October 1, 2017 - March 31, 2018 

Background. . . . . . . . . . . . . . . . . ....................... 2 

The Goals of the Capitol Visitor Center. •.....••............ 2 

Inform, Involve, Inspire . . . . . . . • ....................... 3 

Visitor Experience .. .. . .. .. .. .. .. .. .. . .. ............ 4 

Preparing for Peak Season .................... 5 

Specialty and Grounds Tours .. , . . . . . . . . . . . . . ...... 5 

Exhibits and Programming . . . . . . . . . . . . . . . . . . . . ...... 6 

Morning at the Museum . . • . . . . . . . . • . • . . . . . . . . . ..•.... 8 

Student Programs and Teacher Workshops . . . . . ........•. 9 

Lying in Honor of Reverend Billy Graham. . . . . . . . . . . . • . . • . 11 

Ceremonies . . . . . . . . . . ..•........................... 11 

Visitor Surveys ......... . . . ' .. ' . ' .. ' ..... '. ' ... 12 

Exhibition Hall ......... , . • . . . , . . , . . • . • . . . . . . ..... 13 

Gift Shops, Capitol Cafe and Special Events . . . . . . . . . . . . . . 13 

Strategic and Operations Plan Update . . . ......•........ 15 

Looking Ahead . . . . . . . • . . . . . . . . . ......•...•......... 15 

Financial Statements .... , .....•.........•..•.. Addendum 

U.S 
17 


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• Visitor Comfort: Provide the 

an1enitiesj comfort, convenience, 

and accessibility for visitors 

appropriate to one of the nation's 

most visited tourist destinations 

Functional Improvements: 

Provide modern, efficient facilities 

lor functions such as tmck 

loading and deliveries and create 

irnproved connections between 

the U.S. Capitol and the Library 

of Congress (LOG) 

"With these goals in mind, the CVC 

project design team evaluated a site 

validation study in August 1999 to 

confirm the most suitable location for 

Visitor Guides led Sm. Cory Booker's stqfj"on the Freedom Fighters Tour to tvmmemorate 

Frederick Douglan' birthday. 

the facility. With its immediate proximity to the U.S. 

Capitol, its location on the central axis with the East 

Front, and its ability to provide a direct, protected 

connection to the U.S. Capitol, the East Plaza was 

reaffirmed as the most appropriate site for the eve. 

The facility would be situated below ground to 

respect the original Frederick Law Olmsted 1874 

landscape design and to maintain the procession to 

and presentation of the historic building. 

Infor•n., Involve, Inspire 

As stated in the Strategic and Operations Plan, the 

CVC's mission is "vVorking together for Congress 

to inform~ involve and inspire every ·visitor to the 

United States Capitol." This statement conveys the 

CVC's goal to provide a welcoming and educational 

environment for visitors to learn about the House, the 

Senate and the le;,>islative process as well as the histmy 

of the art and architecture of the U.S. Capitol. 

As the CVC implements the many facets of the 

Strategic and Operations Plan, the CVC team 

works each day to fulfill the vision of "Presen~ng 

democracy one visitor at a time." Through an 

inspiring orientation filn:1 1 tours, educational 

programs, statuary, printed materials, and the 

presentation of noteworthy documents and artifacts, 

the eve experience helps stimulate discussions of 

the privileges and responsibilities of citizenship in a 

representative democracy and celebrates the role that 

Congress plays in the daily lives of American citizens. 

Two theaters within Exhibition Hall present films to 

educate visitors about the operations of the House 

and the Senate and to encourage civic engagement 

In the CVC's central gathering space, Emancipation 

Hall, visitors can view the original plaster model for 

the Statue of Freedom and study statnes from the 

National Statuary Hall Collection. These statues 

highlight the diversity of Americans and celebrate 

the contributions of notable citizens to the nation. 

Among the 25 statues in the eve are: 

Apollo 13 astronaut. and congressman-elect from 

Colorado,John L. ':Jack" S>wigertJr.; Alabama's 

Helen Keller; and Utah's "father of tele,ision" Philo 

T Farnsworth. 

Congressional leadership has used Emancipation Hall 

for numerous special events since the CVC's opening, 

including bust unveilings and Congressional Gold 

Medal ceremonies. In this reporting period there have 

been three Congressional Cold Medal ceremonies: 

one honoring the Filipino veterans of World ·war U; 

3 
18 


Insert offset folio 27 here 32666A.013

During a brL.~Y moment at the b!formatirm Desk. a Visitor Assistant had a smile and jJa.I'Jes 

fOr a l'isitor. 

one honoring former Senator Robert Dole; and one 

honoring World War II's Oflice of Strategic Services. 

\Vhile designed as the visitor's gateway to the 

historic U.S. CapitoL the eve also offers convenient 

amenities including the Capitol Cafe, two Gift 

Shops, and two Information Desks, all of which 

arc managed by a \VCllwtraincd staff of scrvict~ 

professionab who are dedicated to delivering worldclass service to the congrt>ssional community and 

the public. 

Visitor Experience 

Tht' CVC smv an 8 percent monthly average increasf' 

in visit<1tion during the reporting period, compared 

to the same months in 2016-2017. From October l, 

2017, through March 31, 20 lH, the CVC welcomed 

more than 931 ,500 visitors to the US. Capitol with 

inf(n-rnativc and inspiring experiences. In December 

2017, the 20 millionth visitor, since opening in 

December 2008, came through the doors. 

As spring visitation began, more than a quarter 

million visitors carne to the eVC in ~/[arch \Vith 

Viritor Guides shared the hi:.to~v (!fStabtaf)' }fall r£ith their tour groups. 

4 
19 


Insert offset folio 28 here 32666A.014

March 27 being the busiest day of the month with 

15,560 visitors. 

Throughout the reporting period, the CVC worked 

to create a consistent visitor experience, connecting 

the Gift Shops and the Capitol Cafi, to Exhibition 

Hall and the Capitol Tour. In the Gift Shops, visitors 

could purchase new merchandise reflective of the 

Exhibition Hall exhibit rotation, "Congress and the 

World War,;." In the Capitol Cafe, visitors enjoyed 

recipes inspired by the ration cookbooks of the 

World Wars period. In addition, new photo murals 

grace the walls around the dish drops: the Brumidi 

Corridors around the north dish drop and the Hall 

of Columns around the south dish drop. These 

cfl(Jrts ensure that all the elements of the Yisitors' 

experiences reinforce each other and support the 

cvc~s mission and vision. 

Preparing for Peak Season 

To prepare congressional o!lices for the spring and 

summer peak season, the eve held the annual 

Information Exchange in February. Nearly 200 

The Capitol Tour Training program attracted record 

numbrrs qfparticipants. 

congressional staff attended. The C\'C's Director 

of Visitor Services, representatives of the House 

and Senate Sergeants at Arms, the US. Capitol 

Police and the AOC's Fire Marshall addressed the 

group, providing information about the tour route, 

ticketing, the House and Senate galleties and safety 

and security. 

The Capitol Tour Training program continued to 

attract record numbers of participants. In this class, 

congTessional stafl; interns and military liaisons 

learned the tour route, received information to 

personalize tours to their state, learned about the 

art, architecture and history of the US. Capitol, 

and received briefings from the House and Senate 

Sergeants at Arms and the Office of Congressional 

Accessibility Services (OCAS). During the reporting 

period, 1,380 people attended the U classes offered, 

a 1 7 percent increase over this satne period last year. 

'With ex-panded promotion by Visitor Guides and 

Visitor Assistants, colorli1l digital signage installed 

throughout the building; and outreach on social 

media and on local community calendars, more 

and more \~sitors are enjoying the specialty tours. 

A Visitor Guide pointed out the art in the beautiful Brumidi 

Corridors during a Halls qf the Senate Tour. Limited to 15 people. 

this tour provides a more intimate experience in the U.S. Capitol. 

l1S, Capitol Visitor Center Semiannual Report 5 
20 


Insert offset folio 29 here 32666A.015

Limited to 15 people, these tours provide an iJ 1timatc 

experience in the U.S. Capitol. 

Participation in both specialty tours increased 

significantly compared to this reporting period last 

year, October l, 20!6 to March 31 , 20 I 7. 

OHered Monday through Friday at ll a.m. 

and 2 p.m., the Halls of the Senate Tour takes 

visitors through the beautiful Bnunidi Corridors. 

Participation increased nearly i7 percent. 

The Freedom Fighters in the Capitol Collection 

Tour introduces visitors to four ordinary Arnericans 

(Sojourner Truth, Frederick Douglass, Senator 

Charles Sumner and Philo T Farnsvvorth) \Vhose 

extraordinary actions changed the course of our civil 

rights history. Oflered Monday through Friday at 

1 p.m., participation in this tour increased nearly 

9·1 percent. 

Visiror Guides lead outdoor tours of the Li.S. Capitol 

Grounds ~'{onday through Saturday at 1 p.m. during 

May, June, September and October On these tours, 

vi:.:.itors learn about the memorial trees, fimmains, 

sculptures and the histotic events that continue to takt> 

place in this bcautiflrl setting. 

Exhibits and Progranuni.ng 

During the reporting period, the CVC presented an 

increasing nwnber of public programs in Exhibition 

HalL During the winter; the CVC: experimented 

\1/ith program fi:)rrnats, t,rathering feedback on visitor 

engagement and considering prograrn options dming 

Exhibition Hall's closure in early 2019. 

Programs included: 

Family Thursdays, which qpically combined 

an educational presentation with a hands-on 

activity geared to children sew~n and older. In this 

periodJ participants: 

o \Vrote messages {()r military personnel serving 

overseas in cm1junction ~'ith the exhibit 

"Congress and the \'\Torld \Vars.l' 

fi'ami£v ThurJdqy programs mgaged vis£tors !!fall ages with actipities related to the to Jen:ice membn:r as part~~ f'ami{y Thursdqv 

Exhibition Hall rotation or a historic ez,ent. Prrwramminf!, in )lorembo: 

6 LJ,S. Capitol Vis::or Center Sen•iannua! 
21 


Insert offset folio 30 here 32666A.016

A Visitor Guide asked questions about the '<Frieze q{Anu-rican Ilistm:f' dun"ng a game ~lllistory ]m;gon]eopanfy. The activity haJ 

become quite popular with vis-itors. 

o Made a journal to honor the historic 1913 

Women's Suffrage Parade. 

o Created collages about the lives of Jeannette 

Rankin and Sojourner ·n·uth. 

o Created mobiles about the three branches of 

government in conjunction with the exhibit 

"Congress and the Separation of Po\vers.l' 

Talking Points, where an expert discussed a topic 

related to the exhibit. Highlights included: 

o LOG Liaison Specialist Owen Rogers discussed 

the intersection of immigration and \Vorld \Var 

I military service. 

o Megan Harris, [rom the LOG's Veterans 

History Project (VHP), shared derails about the 

collection of Rohert Ware, a medical officer 

killed on D-Day. 

o VHP's Candace Milburn shared letters and oral 

history transnipts about the nurses who served 

during World War I. 

Seen On Screen, in which a CVC staff member 

or visiting expert hosted a screening of an archival 

film, cstablishinp; the historical context and 

tying the film to exhibit content. Stafi members 

then invited visitors to respond to what they 

had seen. Programs featured films related to the 

Marshall Plan, the G.I. Bill of Rights, and George 

\Vashington's crossing of the Delaware Rivet: 

• Fact or Fiction Fridays invited visitors to 

contrast and cornpare historic documents to 

events presented in video dips from educational 

and classic movies. Films included "Mr. Smith 

Goes to VVashington," "The Powers of Congress,'' 

"The Rosa Parks Story," and ''IronJawed Angels" 

about the 1913 women's suffrage parade. 

• History JargonJeopardy featured a game 

show-like format with questions focused on 

the separation of powers and the history of the 

U.S. Capitol. In a short time, this program proved 

very popular with \~sitors and has promise for 

future programming. 

• Stories in the Old Senate Chamber featured 

eve interpreters presenting stories based on 

events that took place in this historic space. 

Launched in March, this program brought the 

Old Senate Chamber to lite for visitors through 

gripping tales of debate and action. 
22 


Insert offset folio 31 here 32666A.017

Rotat£ng exh£hits during the reporting period 

fOcused an ''Congress and the ~Vhrfd Wan'} and 

''Congress and the Separation if Pm.L'e!J." 

Visitors experienced nvo rotating exhibits in 

Exhibition Hall during this repmting period. The 

second installment of "Congress and !he \Vorld 

\Vars," opened September 2017, and fOcused on 

how Congrt"ss rcsponclr·d to the issues !~King the 

nation in the years f()llovving \Vorld \Var I and \\'orld 

\\.ar II. Highlights included the Joint Resolution 

establishing the Tomb of the Unknown Soldier, thc 

Joint Resolution introducing the 19th Amendment 

fOr \Yomen's Suffrage, the U~. Chartet; and the 

Marshall Plan. 

Beginning in ~larch, "Congress and the Separation 

of PO\vcrs" focused on hmv Congress balances, shapes 

and challenges thf: powers of the other branc-hes of 

thC' f(~der<1l govf"rnmcnt. Highlights of the exhibit 

include S.l, the hill version of the judiciary Act or 

1789 and the first act introduced in the first session of 

the Senate, and a telegram from Dt: ~Iartin Luther 

The CJi'C Cumtor shared hl~!Jhl{I!,hfs qf"Congress and the 

Separation ?fPozt·en" at a reception co-hosted u·ith the D~S 

Capitol lllstorical ... \'orie!Y· 

us 

and other civil rights leaders urging passage 

Righrs Act of 195 7. 

\ \'ith the opening of ''Congress and the- of 

Pmvers," thr eve C'Xpandrd its 

L'nited Statf:s Capitol 

An rwning ITcrption tOr congressional slaff, eve stakeholders and LJSCHS mernbers offered an 

after-hours look at the new exhibit and inducted 

remarks from CVC Chief Executive Officer Beth 

Plcrnmom.: Chair of the (:sealS Board of 1 'rustees 

Don Carlson; political pundit Mark Shields; and CVC 

Curator Christine Blackerby. :More than 60 gucsrs 

attended thf' t'\Tllt. 

Forth(• 

}.'[orning at the 

Congressional Accessibility Services. This year, 

the program v,relcomed 29 f~1milies \·vith chlldrt•n 

\vith sensory processing disorders. Each family \vas 

paired ""ith a spec-ially trained Visitor Guide fix 

a custom Capitol1hur. CVC educators created 

targeted materials to enrich the families' ll.S. Capitol 

experiences. One mother wrote: 

bring rm Amerimn." 
23 


Insert offset folio 32 here 32666A.018

For the 20!7C2018 student program season, the 

CVC welcomed I ,442 students in 30 programs from 

October through early Mard1. 

The three programs, Art Appreciators, Capitol Art 

and Environment Matters, engage students from 

elementary thmugh high school in activities and 

discussions aimed at revealing the legislative process 

and works of art at the U.S. Capitol. 

While built on a standard program model, the GVC 

can tailor programs to meet the needs of specific 

groups. For example, the Environment Matters: 

How Does a Bill Become a Law? program focuses 

on the Chesapeake Bay to understand the impact 

of Congress. This fall, the CVC worked with the 

Severn School in Annapolis where the teachers 

integrated the program throughout the seventh grade 

curriculun1. Over the first semester in the English, 

science and history I civics classes, the students 

learned about the Chesapeake Bay and the legislative 

process, culminating in the visit to the U.S. Capitol 

for the tour and the interactive program. 

In February, an Arlington, \·c•\, school's third graders 

participated in a student program, including a class 

of students v.ith autism. eve stall' created special 

materials and provided them in advance to help 

prepare the autistic students for their upcoming 

experience. Once in the CVC, the stall' offered a 

quietet; sensory-reduced experience to better suit 

the needs of those particular students. following the 

program~ the teacher wrote: 

"Than(vou..for a It is a field trip that our 

students all did a ,great job, and thank 

_you .for being so flexible. I would highly recommend this 

trip for other students and grade levels. 71zank_you 

for .Your help." 

Students use their own ideas to design statues £n both the Art 

Appreciators and the Capitol Art student pr~grams. 

9 
24 


Insert offset folio 33 here 32666A.019

In both Art Appreciators and Capitol Art, the 

students role-play as members of Congress. They 

must determine \.Vhom to honor \vith a statue in the 

U.S. Capitol. They also decide the location of the 

statue in the U.S. Capitol and the material to use. 

This season~ in addition to their parents1 students 

chose Sally Ride, Jane Goodall, Harriet Tulnmm, 

Walt Disney and Michael jackson among others. 

For the first time this school year, the CVC 

participated in USCHS's student program, "We 

the People," which provides Washington, D.C., 

public and charter school ::>tudents \vith an in-depth, 

in-person look at the Constitution and the three 

branches of government. The students visited the 

Lincoln i\lemorial, the U.S. Capitol, the White 

House Visitor Center and the National Archives. 

The students enjoyed a thematic presentation ti·orn 

educators and interpreters at each stop, deepening 

their understanding about the Constitution and the 

work of each of the three branches of government. 

At the US. Capitol, students toured the vVest Front 

with the USCHS and then met a CVC educator 

f(H' a tour of Exhibitlon Hall and the Rotunda. 

The students considered how the idea of "We the 

People" evolved as the United States grew. The CVC 

is especially pleased to reach so many Washington, 

D.C., students, for whom the U.S, Capitol is both a 

local and national monument. Over the course of 

this season 1 from November 1 through early l\'larchj 

10 

'fke jf,fardr teacher workshop 

focused rm ''Congress and Tl'me." 

ltjiiauued tours ofthe clocks in the 

(J.S, Capitol and (tojJj the making 

q{swulials. 

31 sessions of "We the People" brought 1,087 

students (nearly half of all eighth graders in these 

schools) and teachers to the eve, where the students 

<1lso enjoyed lunch in the e,pitol Cafe. 

The eve also hosted two teacher workshops during 

this reporting period. The hrst, in November, focused 

on the role of Congress in federal holidays. In 

l\.farch, teachers learned about the role of Congress 

and Time. Currkolum connections included both 

STEM learning and civic education. The March 

workshop featured a sundial activity with Children's 

Education Specialist at the Botanic Garden (BG) 

Lee Coykendall, and a tour oC the U.S. Capitol with 

House of Representatives Curator Farar Elliott. One 

teacher commented: 

"1 enjoyed the discussion, anafyticalthinking and 

interattion. l truly enj~yed the tour and literaq aclivi{y as it 

relates to lwlid~ys. Another said, "Wonderful workshop! I 

.found it en,~aging and enjored the disrussions and the tour." 
25 


Insert offset folio 34 here 32666A.020

Honor of 

K''"''rend B:lUy Graham 

The CVC)s preparations for the Lying in Honor 

of Reverend Billy Graham began upon the 

announcement of the event. The eve developed 

visitor flow plans and assisted with wayfinding and 

directing visitors into the Rotunda to pay their 

respects, The eve also staffed the condolence 

book tables. 

The eve proudly supports ceremonies hosted by 

Congress in the U.S. CapitoL At such times, CVC 

staff assist 'With wayfinding and welcoming of guests 

throughout the US. Capitol, and eve shuttles bring 

invited guests from their busst'S to the CVC entrance. 

VVhenever possible during closures fOr these events, 

the CVC facilitates congressional stafl:.Ied tour;.; and 

adjusts operations to continue prO\iding an engaging 

experience for visitors. Such operational changes can 

include modified tours of the U.S. Capitol and tours 

through Exhibition Hall, looking up through fhe 

skylights to discuss the U.S. CapitoL 

ere sta.:ff assisted visitors at the I;ying in Honor Q( 

Reverend Ril{v Gralwm from the CVC entnmcr to tJu 

balcof!)' to the Rotunda. 

Ceremonies 

October 25 Congressional Gold Medal 

Ceremony in honor of the Filipino Veterans 

of World War II 

• November 8 Dedication of the American 

Prisoners of War/Missing in Action 

commemorative chair 

• December 6 -Annual Lighting of the Capitol 

Christmas Tree 

• January I 7 Congressional Gold r.fedal 

Ceremony honoring Senator Bob Dole 

• January 30 State of the Union 

• l'ebruary 1·1 Bicentennial Anniversary of 

Frederick Donglass' Birth 

• February 28 - Lying in Honor of the 

Reverend Billy Graham 

• March 21 Congressional Gold Medal 

Ceremony in honor of the Office of 

Strategic Services 
26 


Insert offset folio 35 here 32666A.021

Euery day,fOr e;:,'e~.:v occasion, CVC stqfflulp visitors roming to the US. CapitoL 

Visitor Surveys 

During the reporting period~ the CVC interviewed 

visitors to Exhibition Hall, fOcusing on their 

motivations fOr visiting and their expectations fix 

their experience at the U.S. CapitoL Interviews Vvi.th 

families an~ school groups explored younger visitors' 

experiences and what parents and teachers hoped 

these visits might offer. 

~Jany visitors wanted to '"see what it's like to he 

inside" the U.S. Capitol, because it's "as dose as you 

can get to history." I•br some, the experience of being 

inside the U.S. Capitol was their chief expectation, 

but many others wanted to be fUrther engaged. 

Niany came with an interest to learn more about 

US. history and American government. Visitors had 

vastly diffCrcnt expectations based upon, their age, 

knowledge lcve1 and interests; including: 

Parents and chaperones who wanted to enhance 

the lessons their young visitors are learning in 

school 

Adults who wanted a refresher on what they 

forgot since high school 

12 U.S 

• Foreign visitors who \vanted to compare their own 

political systems to the United States' 

Visitors who vvanted to learn more about a 

particular suL~ject of intrrest 

Highly knowledgeable visitors who wanted to 

dig deeper into the subtleties of the pa~t or hovv 

Congress vvorks 

Others were most jnterested in learning more about 

citizenship: how to get involved politically, their 

rights as citizens~ and how to engage with their 

members of Congress. 

A notable subset ~u·e immigrants who visit the U.S. 

Capitol to educate tP,emselvcs about the country 

they now call home, both in terms of its history and 

government, and their place as citizens, 

Parent,). and school chaperones reaffirmed previous 

findings that the visit enhanced school lessons. But 

beyond this, adults bringing young'\isitors also 

antidpatrd benefits heyond academic learning. 

l\1any hoped that the lrip would ofiCr children an 

opportunity to think more broadly about the \'."odd 

and their place in iL 
27 


Insert offset folio 36 here 32666A.022

Exhibition Hall 

The CVC continues to 

move forward with the 

planned redesign of 

Exhibition HalL The goal 

is for visitors to come 

away understanding their 

role in our representative 

democracy and the 

relevance of Congress in 

their lives. In mid-October, 

the AOC awarded 

the architecture and 

engineering/ exhibit design 

contract to the architecture 

and engineering firm, HGA, 

and the exhibit design firm, 

Gallagher & Associates. 

During this reporting 

Tlte Gift Sltopsftatured a selection qfCherry Blossom-related mllldwndise in A-fanh. 

period, these firms translated the interpretation 

plan, developed earlier in 20 l 7, into a schematic 

design. This critical period of the process defined 

the envisioned visitor experience in Exhibition 

HalL The team is committed to creating a space 

that is tnore welcoming and more relatable, using 

different finishes, greater openness, and color and 

light. Throughout the process, the CVC briefed 

and received input fi·om Capitol Hill historians and 

curators, colleagues at the LOG and the National 

Archives and Records Administration, other AOC 

offices, and congressional leadership. 

Cafe ami 

In December, the Gift Shops (Shops) hosted 

a well-received, after-hours shopping time for 

congressional staff. Holiday ornaments and gift 

candy were top-sellers throughout the season, several 

developed exclusively for the Shops. As always, the 

Shops only stock merchandise that is made in the 

United States. 

Shops sales began a decline in November that 

continued through early 2018, compared to FY 2017 

when the election and inauguration drove stronger 

sales, In addition, last year's stock included a special, 

one-time purchase of adult and youth apparel of!hed 

at promotional prices that sold well. 

During the reporting period, the Shops featured 

books and gift items that supported the themes of 

"Congress and the \Vorld "\Vars,'' such as vintage 

World War II posters, postcards and gifts with the 

Rosie the Riveter image. 

The theme for spring was cherry blossoms, and each 

Shop featured a full collection of apparel, jewelry, 

rommemoratives and gift candy. Many of the items 

were developed exclusively tor the Shops. 

During the last week of January, the Shops converted 

to a new point of sale system that will expand our 

capabilities and prepare for futnre growth. 

Visitors qf all ages eryi>yed our Made In America selection 

qfmerdwndtre. 

US. Caoitol Vis1tor Center Semiannual 13 
28 


Insert offset folio 37 here 32666A.023

The Capitol C'qfe ~~ chifaeated temjJting Uemsjr1r risitors, induding the tra_}jish at the A.mtrican Boun~y station. 

The Capitol Cafe (Cafe) enjoyed a strong reporting 

period. Sales increased l l percent compared to this 

same period in FY 2017. 

In December, the Cafe featured sugar cookies 

decorated with the U.S. Capitol and the Capitol 

Christmas Tree. And in the spring, the Cale ollerecl an 

assortment of delicious and \-isually appealing dessert,;;. 

rd1ecting the cherry blossom season. A white chocolate 

replica of the Dome, filled with berries and whipped 

cr<>am, has delightf>d visitors. 

Dming the reporting period, the Cal(, made several 

changes to improve the dining experience of visitors 

with disabilities. The Cafe placed an assortment of 

bottled beverages on the lower shelf of the beverage 

display case. The Cafe also installed an easier-toaccess vvater dispenser at one of the soda stations. 

The Calc replaced all the dining room 

chairs and installed digital monitors 

over each fOod station to l>etter identif)' 

food oHCrings. Photo murals now grace 

each dish drop, further connecting the 

visitor experience in the U.S. Capitol 

to the CVC. The nm~h side features 

the Brumidi Conidors, and the south 

features the Hall of Columns. 

As part of the CVC's ongoing 

cornmitment to provide outstanding 

service to Congress, the CVC hosted 

381 events during the reporting period. 

School groups .filled the Capitol C:qfi' in A larch, u)um chicken tenders and pi::.:;:a 

slices topped the besf.·sellers list. 

14 us 
29 


Insert offset folio 38 here 32666A.024

A Visitor A,lsistant answers L'isitor questions in 

Emancipation Hall. 

StJratte~'ic and Opecatiom; Plan Update 

The CVC continued to make progress implementing 

the goals of its five-year Strategic and Operations 

Plan. In the midst of the third year; the CVC works 

every day to fulfill its mission of working together 

for Congress to inform, 

involve and inspire every 

visitor to the US. CapitoL 

Highlights include: 

Developed and 

implemented joint 

programs with partners 

including a teacher 

workshop with the US Botanic Garden and 

the opening n~ception for "Congress and the 

Separation of Powers" with the USeHS. 

Launched an electronic survey to the 

congressional community regarding aspects of 

their interaction vvith the eve. 

Ensured that staff training reinforced and 

supported eve: core values. 

Implemented technology to consolidate \~sitor data 

H:om multiple sources into a da,.hboard style report. 

The CVC vvill continue to provide visitors \-vith an 

enriching and engaging US. Capitol experience 

during the spring and summer peak visitation 

months. In addition: 

The CVC: will train Visitor Guides to lead the 

newly imagined Capitol Tour. Expected to 

launch in March 2019, the new tour will be more 

thematic, giving visitors a better understanding 

of Congress, the role of the individual in our 

"expetiment in selfwgovernment," and how 

the US. Capitol reflects the evolving roles of 

Congress and the nation. 

• The C:VC: will continue to explore opportunities 

to further expand the reach and impact of 

educational and puhlic programs. 

• The partnership between the CVC and the 

USCHS will continue with a September 

symposium that \-..ill include panel discussions 

with local academic' experts, journalists and 

historians expanding on the themes presented in 

"Congress and the Separation of Powers.') The 

eve and the USCHS will also present a series of 

inft)fmal discussions on exhibit themes and topics. 

The eve and BG "~ll continue to collaborate 

with two workshops planned for 2019, one for 

teachers and one for 

n1useum educators. 

• The schematic design 

for Exhibition Hall will be 

completed this summer. 

The follow-on contract to 

complete exhibit design 

is in the early, pre-award 

stage. The Exhibition 

Hall project team plans to select a construction 

rnanagement contra(tor by the end of summer so 

that pre-construction work can begin. 

U.S Report 15 
30 


Insert offset folio 39 here 32666A.025

APRIL 1, 2011- SEPTEMBER 30, 2017 
31 


Insert offset folio 40 here 32666A.026

April1, 2017 -September 30, 2017 

Background .......................................... 2 

The Goals of the Capitol Visitor Center. .•.•.......••...•.•. 2 

Inform, Involve, Inspire ..•..••........•......•••......•. 3 

Record Visitation ...................................... 4 

Serving Visitors During Peak Season .....•................ 4 

Specialty and Grounds Tours . . . • . . . . . . . . . . • . . . . . . . . ... 5 

Exhibits and Programming . . . . .......................... 6 

Ceremonies . . ..................................•.... 7 

Smithsonian Visitor Surveys . . . • • . . . . . . ..........•...... 8 

Cokie Roberts Interview •.......•....................... 9 

Student Programs. . . . . • . . . .. . . . . . . . . . . . .. . . • ......... 9 

Exhibition Hall .........•.........•.•.•...•.........• 10 

Gift Shops, Capitol Cafe and Special Events ............... 10 

Strategic and Operations Plan Update ........•........... 12 

Looking Ahead •...•.•.......•....................... 13 

Financial Statements. . . . . • . . . . . . . . ....•....... Addendum 

Capitol Visitor C-enter Se1niannua! Report 
32 


Insert offset folio 41 here 32666A.027

The Statue qf F'reedom seems to greet visitors in Etnandpation II all. 

Background 

n October 20, 2008, the president signed 

legislation designating the newly completed 

construction pr~ject at the U nitcd States 

Capitol as the "United States Capitol Visitor Center. 11 

On December 2. 2008, coinciding with the !45th 

anniversary of the Statue of Freedom's placement 

atop the Capitol Dome, the Capitol Visitor Center 

(CVC) oflicially opened its doors to the public. As 

of the end of this reporting period, September 30, 

2017, the eve had welcomed 19,552,203 visitors 

since opening its doors in Decc1nhn 2008. 

Critical to the success of CVC operations continues 

to be the collaboration \Vith and guidance of 

its congressional oversight committres and 

congressionaJ partners. 

The Goals of the Capitol Visitor Center 

Throughout its history, the Capitol has evolved 

in respon;.;e to a changing nation. Not only is the 

Capitol a working office building. it is also an historic 

destination replete vvith collections of artifacts, 

pain Lings, photographs and documt~nts. Over three 

decades, annual visitation to the Capitol tripled, and 

Congress recognized that v;sitors needed improved 

amenities, accessibility, and provisions for safety 

and security~ Congress also understood that visitors 

desired an opportunity to learn about the work of 

Congress and the art, architecture and hismry of the 

Capitol- a building that is an international icon 

and svrnbol or representative dernocracy. The CVC 

\-vas huilt to respond to these needs and~ as stated in 

the 1999 Project Revalidation Study; its design was 

guided by four prirnary goals: 

Security: Provide a secure public environment to 

\vckomc and manage a large number of visitors 

.tn •<:<X)rdanca wltn 2 u:sp2~oi~ S<.q.; th!~ report and 

attached llPP'!OdiX o'f fin.!\\n~ statements COVer$ the 

six'montlueporting perl<>dl)eglpnlllg ARrtt1, 2Q17, and 

ending Sep!emb~t 30, 201.~. As required t:>y $laMe, this 

repo(t lnclut!es a c~escriptl<ln ~fcurrent opetatlon,s. the 

Implementation of n~w pp)icles aM procecMe~. and. 

future plans for each operational funcllon. 
33 


Insert offset folio 42 here 32666A.028

and to protect the Capitol, its occupants and guests 

in an atmosphere of open acc<~ss 

• Visitor Education: Establish and present 

infOrmative programs on. the ·workings and history 

of Congress, the legislative process, and the art and 

architecture of the Capitol 

• Visitor Comfort: Provide the amenities, 

romf(>rt, convenience, and accessibility for visitors 

appropriate to one of the nation's most visited 

tourist destinations 

• Functional Improvements: Provide modern, 

eHlcicnt facilities for functions such as truck 

loading and deliveries~ and create improved 

connections between the Capitol and the Library 

of Congress 

With these goals in mind, the CVC project design 

team evaluated a site validation study in August 1999 

to confirm the most suitable location lor the facility 

With its immediate proximity to the Capitol, its 

location on the central axis with the East Front, and 

its ability to provide a direct, protected connection 

to the Capitol, the East Plaza was reaffirmed as the 

most appropriate site for the CVC. The facility would 

be situated hdow ground to respect the odginal 

Frederick Law Olmsted 1874landsrape design and 

to maintain the procession to and presentation of the 

historic building. 

Inforn:1, Involve, Inspire 

As stated in the CVC's Strategic 

and Operations Plan. the cvc~s 

mission is "Working together for 

Congress to inforn1, involve and 

inspire every visitor to the United 

States Capitol." This statement 

conveys the CVC's goal to prmriclc 

a welcoming and educational 

environment for "isitors to learn 

about the House, the Senate and 

the legislative process as ;vel! as the 

history of the art and architecture 

of the Capitol. 

As the CVC implements the many facets of its 

Strategic and Operations Plan, the CVC team 

works each clay to lull1Il the vision of "Preserving 

democracy one ,,;sitor at a time.)~ Through an 

inspiring orientation film, tours, educational 

programs, statuary, printed materials, and the 

presentation of noteworthy documents and artifacts, 

the eve experience helps stimulate discussions of 

the privileges and responsibilities of citizenship in a 

representativ·c democracy and celebrates the tole that 

Congress plays in the daily lives of Amel'ican citjzens. 

1\vo theaters within Exhibition Hall present films to 

educate visitors about the operations of the House 

and the Senate and to encourage civic engagernent. 

In the CVC's central gathedng space, Emancipation 

Hall, visitors can view the original plaster model 

for the Statue of Freedom and study statues from 

the National Statnary Hall Collection that highlight 

the diversity of Americans and celebrate the 

contributions of notable citizens to the nation. Among 

the 25 statues in the CVC are: John L. 'jack" Swigert 

Jr., Apollo 13 astronaut and congressman-elect from 

Colorado; Alabama's Helen Keller; and Utal'!'s Philo 

T: Farnsworth, the 1

'father of tele\ision." 

A Visitor Guide talks with visitors about the Heller Keller statue in Emancipation Hall. 

S8rmannual Report 
34 


Insert offset folio 43 here 32666A.029

Congressional leadership has used Emancjpation 

Hall for numerous special events sine(' the 

opening, including bust unveilings and Co·ng-res:;im1al 

Gold ~Iedal ceremonies. Rec<.~nt highlights include 

the :2016 Gold :Medal ceremonies honoring- the Foot 

Soldiers of the 1965 Votinl( Rights Marches and the 

65th lnf~mtry Regiment, the BorinC]ueneers. 

\Vhile designed as the visitorls gateway to the historic 

Capitol, the CVC also ofters com·e-nient amenities 

including the Capitol Cafe, two Gift' Shops1 and two 

lnfl>rmation Desks, all of which are managed by a 

well~traincd staff of service nn1te,;srcma<R 

dedicated to 

congressional community and the public. 

On more than haffthe da)'J rj't/u reportingpen:od, the CVC 

welcomed more than I 0, 000 guests. 

Serniannllai Report 

Record 

'1 'he eve experienced an extraordinary year; setting 

a HC\V record for visitation. The eve \'·:elcomed 

2,473,149 visitors in Fiscal Year(FY)2017. For 

comparison 1 the next busiest visitation year was _ry 

2010 \Vith 200,{)00 fhver guests. }ihr the fiscal year. 

visitation vvas 12.5 percent over FY 2016. These 

high visitation impacted the Gift Shops and 

CalC as \\'ell, vvith both eqjoying a record sales year. 

ln <1ddition) the eve achieved other visitation 

milestones this reporting period. "fhe eve welcomed 

the 18 millionth visitor April 6, the 19 millionth 

visitor July 14, and anticipates \vdcoming the 20 

millionth visitor near the Nevv Year. 

Dltring the reporting period, April l, 2017, through 

September 30, 2017, the CVC had I 0.5 percent 

more visitation than in the same months of 20t6. 

The CVC experienced highest visitation inJune vvith 

325.768 \isitors. The eve welcomed nearly 16,000 

visitors on June 1 4~ the highest visitation day of the 

period. During thr- reporting period, dally visitation 

exceeded l 0)000 guests on 88 out of 129 days. 

The CVC is proud of the world-class service the 

team of Visitor Guides and Visitor Assistants 

provides to all who walk through the doors. 

Serving Visitors During Peak Season 

To an~ommodate the increase in v-isitation, the CVC 

adjusted the t~nd .. of-day photo opportunity, allmving 

mort' visltors to experience the Rotunda by increasing 

the number of passes available from 30 to l 00 

starring in mid-April. \Vith this increase, an average 

of 81 visitors a day saw the Rotunda befOre the 

building closed and after tours concluded for the day 

In order to better sen:e congressional offices during 

the peak visitation period, the eve implemented 

a new paging system (enabling congressional staff 

to check in, provide their cell phone numbers. and 

receive a text when their passes are ready). The 

CVe added additional work stations at the South 

Information Desk to accommodate staff vvalk~ups, 

and eve leadership assisted at the staff \\talk-up 

area to ensure the new process was implemented as 

smoothly as possible. 
35 


Insert offset folio 44 here 32666A.030

At an !~formation Desk in Emandpati~m Hall, a Viritor 

Assistant provides tour parses to a visitor. 

Tour is offered Monday through Friday at I p.m. 

Limited to 15 visitors, these tours pro,~de a more 

intimate experience in the Capitol. 

The Halls of the Senate Tour visits the beautifully 

decorated Brumidi Corridors, where Visitor Guides 

discuss Brumidi's Italian style of art showcasing 

American themes, animals, flora and fauna. 'T'he tour} 

through the 1l:ophy Room, the Science and Industry 

Romn as well as the connecting corridors, also 

celebrates the extensive restoration effort'\ in the area. 

On the Freedom Fighters in the Capitol Collection 

Tour, Visitor Guides discuss four ordinary Americans 

whose extraordinary actions changed the course 

of our civil rights history. The tour begins in 

Emancipation Hall at the bust of Sojourner 

Truth and then moves to the statue of Frederick 

Douglass where Visitor Guides present a passage 

6 Capitol Visitor Center Semiannual Report 

from Douglass' 1352 speech asking, "What to the 

American slave is the Hmrth of July>" The tour 

continues to the Old Senate Chamber to learn 

about abolitionist Senator Charles Sumner of 

Massachusetts before returning to the Philo T 

.Farnsworth statne in Emancipation Hall to discuss 

th.e role of television in sharing the images of the 

Civil Rights Movement with the broader public. 

In May,June, September and October, Visitor Guides 

led .outdoor tours of the Capitol Grounds Monday 

through Saturday at 1 p.m. The tours are popular 

with \isitors who enjoy learning about the memorial 

trees, fountains, sculptures and the historical events 

that continue to take place on these grounds. 

Throughout the reporting period, the CVC offered 

recuning educational and enriching prograrru; for 

visitors that tied to the rotating exhibits, heritage 

months, and significant cultural events or anniversaries. 

Family Thursdays typically combined an educational 

presentation with a hands-on acti,~ly, appropriate for 

adults and for children ages seven and older. Recent 

topics included the Bill of Rights, the Brumidi 

Corridors aud the Old Senate Chamber. 

A Visitor Guide provides infommtion and printed materials to a 

visitingjizmiiY· 
36 


Insert offset folio 45 here 32666A.031

A Visitor Guide points out elements q{the •:4pothMsi.l q_/J:Vashi!zr;ton" to his tour group Q{Brtv Stouts. 

As part of the continuing service to the congressional 

community, the CVC offers the popular Capitol Tour 

Training program. In the class, congressional stan: interns and mililary liaisons learn the tour route, 

receive information to personalize tours to their 

state, learn about the art, architecture and history 

of the Capitol, and receive briefings fi·om the House 

and Senate Sergeants at Arms and the O!lice of 

Congressional Accessibility Services. During the 

reporting period, 3,292 people attended the 43 classes, 

an 18 percent increase oYer this same period last year. 

Continuing efforts to provide visitors with the best 

possible Capitol tour experience, the CVC is in theprocess of upgr;-~ding the headsets used on the tour 

from analog to digital. Nearly three-fourths of the 

headsets are now digital with expectations to be fullv 

converted by November 2018, pending funding. . 

>:tp•ec·ta.ltV and Grounds Tours 

The CVC focused on specialty tour olfcrings during 

this reporting period. ln an effilft to encourage more 

participation in the two reenn·ing specialty tours and 

to provide \~sitors with a better understanding of 

their content, the tours were re-named. The Brumidi 

Tour is now the H::Uls of the Senate Tour. The 

Extraordinary Ordinary People 'four is now Freedom 

Fighters in the Capitol Collection Tour. 

The CVC: offers the Halls of the Senate "I our twice 

each day, Nlonday through Friday, at 11 a.m. and 

2 p.m. Freedom Fighters in the Capitol Collection 

A Visitor Guide ifads a walking tour of t!te historic 

Capitol Ground\. 
37 


Insert offset folio 46 here 32666A.032

Uring a cart about the roles women plqyed during Hforld TVar II, 

a F'i'sitDr Gut'de engages a]oung visitor. 

Friday programming included both Seen on Screen 

and Talking Points. Seen on Screen presented 

archival film clips in one of the Exhibition Hall 

theaters followed by questions designed to involve 

the audience through sharing their own related 

experiences. Talking Points enabled visitors to join in 

a conversation Vvith a su~ject·matter expert about a 

single exhibition sub·theme or artifact. 

The schedule allowed the testing of different 

program formats, which resulted in inforrnation 

that will influence future programs and exhibits. By 

gauging visitor response based on program format, 

time of year and visitor demographics, the eve 

will be better able to plan for upcoming changes in 

Exhibition Hall and filture programs designed to 

increase visitor engagt:ment. 

The second installment of "Congress and the World 

'\Vars" opened September 12. This exhibit fixuses on 

Congress's role in shaping the impact of World War I 

and World\ Var II on both the nation and the world. 

The exhibit provides visitors with insightful examples 

of post·war impacts, such as the creation of the 

international organizations including the League of 

Nations, the United Nations and the North Atlantic 

Treaty Organization. The exhibit also exarnincs 

post-war domestic lq,>,1slation prompted or shaped 

by each war, such as the 19th Amendment and the 

Indian Citizenship Act after WWl, and the G. L Bill 

of Rights and the National Security Act alter W\VIL 

The exhibit doses March 5, 2018. 

include a tour stop at the Flight 93 Memorial Plaque outside 

the Rotunda, 

Ceremonies 

The CVC collaborated with congressional partners 

to support these special events: 

4/25/17 Days of Remembrance 

• 5/4/ 17 Memorial Service for Matthew McCianaltan 

• 5/15117 Peace Officers Memorial 

5/25/17 An Afternoon with Cokie Roberts 

• 5127/17 Memorial Day Concert Rehearsal 

5/28/17 Memorial Day Concert 

6/3/17 Tennessee Safety Patrol Visit 

6/3/17 Ford's Theatre Gala 

7/3/17 July 4th Concert Rehearsal 

7/4/17 July 4th Concert 

912117 Labor Day Concert Rehearsal 

• 9/3117 Labor Day Concert 

Visitor Guides help visitors in the Rotunda durinlt, the Dll)'S qj' 

Remembrance t:eremor~y. 

Center Semiannual Report 
38 


Insert offset folio 47 here 32666A.033

Sxnithsonian Visitor Surveys 

During the reporting period, the Smithsonian's 

Office of Policy and Analysis interviewed families 

in Exhibition Hall about their trip to the Capitol) 

what they wanted their children to learn from their 

experience, and how they taught their children at 

homE' about the su~jects in the Capitol {such as 

Stqflftom the 5!mithsonian~'> qffice r!fPolity and Ana£vsis 

bn4 CV(: stqflabout recent sun'€Y mullJ~ <chich lookt'Jl at 

Jizmilies' expectationj. 

CV(.' stqjfuwk U"ilft)'Oifll{!, visitors On (l trqft fltqjed during a 

Fami{v 7Jwrsda)' pro.r;ram. 

history, civics and ~o,centment). Parents expressed a 

wide range of including: 

• \Vanting their children to learn aboul the current 

govt;nmwnt, U.S. history, or the history of Congn'ss 

Enhant·ing their child's <'Xpnit~nce in school, either 

would learn in the next 

tfom books 

• Noting their choice or trip vvas driH'Il by their child 

Helping to explain to their children 'What the-y \vere 

seeing in the news 

• Inspiring patriotism in their children and teaching 

them American ideals. The:)e parents saw the 

visit as p~ut of their children's dvic education and 

identity formation as Amnicans 

Continued learning fOr rlw adults 

Perhap;; gauging, or even inspiring) their children's 

possihle interest in government as a career 

Visitors were also asked what their children Hmnd 

most engaging, and hovv they \vou!d suggest changing 

the space to make it better for their children, Surh 

insight into visitors' thinking will guide the eve in 

the and the redesign 

of 

~ext year's evaluation will focus on Exhibition Hall, 

the Gift Shops, the Capitol Caf(~ and feedhack !()r 

Visitor Services. 
39 


Insert offset folio 48 here 32666A.034

Cokie Roberts Interview 

In an effort to explore other types of programs 

and potential audiences, the eve is working in 

partnership with other organizations. In the first 

such ellort, the eve collaborated with the House 

Historian and the House of Representatives 

Office of History, Art and Archives to present 

'i\n Afternoon with eokie Roberts." On May 25, 

more than 200 gnests enjoyed this Congressional 

Auditorium program, a live 

oral history interview, during 

which Roberts shared her 

experiences as a journalist, 

author and daughter of two 

members of Congress. 

Student Programs 

Program reservations filled 

quickly in Augnst for the 

popular student programs. 

This year's student program 

season will runlrom October 

2017 through I<ebrnary 

interview u:ithjournalist and author Cokie Robt?rt.-r in the 

Congressional AuthJorium. 

desit,:rned to improve program outcomes based on 

feedback gathered from the last program season. 

f<br example, more en1phasis on civic education has 

been incorporated into the art-based programs1 and 

changes to pre-visit materials will re-tocus the debate 

section of the Environment hTattcrs prograrrL 

2018. Student programs will 

teature the past classes- Art 

Appreciators, Capitol Art and 

Environment Matters -but 

with some slight adjustments 

Reservatiansj<>r this season :r student progmmsfilled quick!r. The popular programs h(~in 

in Octuber 2017 and run tJzrough February 2018. 

Visitor Center Semiannual Report 9 
40 


Insert offset folio 49 here 32666A.035

Exhibition Hall 

The redesig1t of Exhibition Hall continues to 

move finward as planned. eve staff finalized the 

interpretation plan and presented it to partners and 

stakeholders. The plan provides a "road map" for the 

next phase of the project, exhibition design. 

The CVC collaborated with the Architect of the 

Capitol to select and then review and refine tbe 

statement of work (SO\N) for the architect/ engineer 

contract for the project. In late September; the CVC 

provided the final SOVV to the intended contractor. 

The redesign, to be developed by the contractor in 

partnership with an exhibit designer, a multimedia 

designer and other specialty exhibit consultants) \vill 

include a permanent exhibition gallery, a gallery to 

accommodate rotating exhibits) and an educational 

mixed-use space. 

The Gift Shops finished a record-breaking fiscal year 

with sales up 23.6 percent over FY 2016. For the 

reporting period~ sales \vcre up 20 percent oYer the 

same period in FY 2016. 

The Gift Shops entered the spring season with a 

selection of unique items chosen to complement 

cherry blossom season. During the summer, tlw Gin 

Shops featured patriotic displays of red, \vhite and 

blue merchandise. Each shop featured a dedicated 

area of seasonal merchandise presentations and 

A CVC stqjfmember puts the finishing touches on a dLrplay case 

fOr the current exhibit, "Cong.ress and the H'orld ~.Yars. '' 

product displays targeted to sumrner visitors~ 

including scouts and budget-conscious travelers 

and fhmilies. 

The Gift Shops team added a presentation of 

lower-priced commemorative items to the ii·ont of 

each shop throughout the season, which helped 

to increase sales. Best-selling products were in the 

commemorative and apparel categories including 

adult jerseys, T~shitts, water bottles and ornaments. 

Seasonal Sales Associates joined the team early in 

the spring season, and their help ensurrd adequate 

staffing to assist visitors and to meet operational net'ds. 

Short-sleeved T-shirt<; in patriotir colors have been popular in tlu G!fl Sltups. 

10 
41 


Insert offset folio 50 here 32666A.036

Signage explains the connection bdween the Capitol C"'qfe's 

jlourless chocolate cake, inspired by ration cookbook recipes, 

and the current exhibit, "Con,gress and the World H0rs. " 

Record numbers qfspring and summer visitors enjo;>ed the 

menu options in the Capitol Caft. 

Small businesses continue to express interest in 

working with the Gift Shops. The merchandise 

team looks for ways to provide opportunities for 

new vendors to have their products offered in the 

Gilt Shops. 

The Gift Shops team worked together to encourage 

visitor awareness of ne\v offerings, seasonal items, 

discounts, and the exclusivity of the merchandise. In 

addition, new signs placed at the entrance to both 

Gift Shops let visitors know that all merchandise is 

made in the United States. The average transaction 

continued to grow and can be attributed to increased 

product and sales education as well as interaction 

with the visitors. 

With the increased visitation, the Capitol Cafe also 

enjoyed a record breaking fiscal year with FY 2017 

sales up 18.7 percent over FY 2016. 

Beginning in the summer months, the Capitol Cafe 

offered menu items (beef and mushroom meatloaf, 

war hread and flourless chocolate cake) that were 

inspired hy the current exhibit, "Congress and the 

World Wars," and the World War II cart that f(>cused 

on life on the home front. During the world wars, 

meat and flour were sent to soldiers, making these 

commodities scarce for families. The Capitol Cafe 

researched and developed recipes based on the ration 

cookbooks of the period. 

The Capitol Cafe also introduced signage identifying 

the menu items and linking them to the themes of 

the exhibit. The CVC Videographer created a video 

highlighting the connection between the menu and 

the exhibit, which has reached more than 9,500 

people on Facebook thus far. 

11 
42 


Insert offset folio 51 here 32666A.037

1he Gift Shops stock colorfitl, made-in-the-USA merchandise, like 

these paper placemats and red-and-white-striped table runners. 

As another part of emwts to connect the Capitol 

Caf(: to the Capitol, the Capitol tour and Exhibition 

Hall, scenes fron1 the "Frieze of American History)' 

now decorate the Capitol Cafe's salad bar area. Later 

in the year, two more photo murals of art from the 

Capitol will be added. 

The effOrt to improve the signage and dCcor also 

included new uniforms for Capitol Cafe staff that 

featured the new Capitol Cafe logo. 

12 

As part of the CVC's continuing commitment to 

provide outstanding service to Congress, the CVC 

hosted 393 events during the reporting period, 

Strategic and Operation Plan Update 

The CVC continues to make progres..~ implementing 

the goals of its live-year Strategic and Operations 

Plan. As the second year of the plan comes to a close. 

the eve has made great strides toward fulfilling its 

mission of working together for Congress to inform, 

involve and inspire every visiror to the CapitoL 

Highlights include: 

Providing worldKclass customer service at many 

significant ceremonies, induding the 58th 

Presidential Inauguration 

A Visitor Guide describes 

the '~\!linnesota ''medallion 

painting to his group on a 

Halls <1 the Senate Toar. 
43 


Insert offset folio 52 here 32666A.038

Re-designing the 

Irrfi.>rmation Desks in 

Emancipation Hall, making 

them more user-friendly 

for visitors 

• Creating engaging digital 

siguage to inform visitors 

of programming 

• Implementing a paging 

system to inform 

congressional staff when 

tour passes are ready fill' 

their constituents 

At an h!formation Desk in Emarteipation Hall, a Visitor Assistant helps a visitor zi,ith tour 

passes.(lift) A Volunteer talks to young visitors about items on the WIHI cart. (righ~ 

Supporting congressional 

offices by updating and sending each office 

the extensive "Guide to Visitor Services tOr 

Congressional Staff," providing information on 

tours} programs, tneeting spaces} eve amenities 

for visitors and more 

• Engaging \isitors in meaningful experiences that 

impart a greater understanding of our democratic 

process, such as the l\lay 25 program, "An 

Mternoon With Cokie Roherts," a first for the CVC 

• Leading the project team rcsponsihle f<rr ensuring the 

Dome Tour route and staff were ready to provide an 

inspiring and informative experience to visitors 

Looking ahead, the CVC expects to continue 

optimizing the capacity and productivity of people, 

systems and processes to achieve high petformance 

on all levels. For example, the CVC will: 

Move forward vdth the Exhibition Hall redesign 

project to create a space that is welcoming and 

engaging for visitors. The uew exhibits will explain 

the significance of Congress to everyday lile, the 

rok of citizens in a democratic process and the 

evolving understanding of "We the People" 

Reimagine the Capitol Tour to meet the needs 

of the predominant visitor demographics by 

season. The first thematic tour will target the 

thousands of middle school students who visit the 

A Visitor Guide talks zvith visitors i.n Emandpation Hall. 

Capitol in March through June. Based on national 

curriculun1 standards on civic education, the 

tour will invite visitors to explore the meaning of 

self-government, witness the impact of Congress 

on daily life, and consider what moments in the 

Capitol's history resonate vvith their sense of 

values and citizenship. The tour is scheduled to be 

launched in March 2019 

Report 13 
44 


Insert offset folio 53 here 32666A.039

14 

A Visitor ,tu-istant directs ·nisitors entering the CVC 

.tl l'isitor G'uidt ,\!lares the beau!l qf the Brumidi Corridors during a Halls 

if the Smale Tour. 
45 


Insert offset folio 54 here 32666A.040

• Prepare for the upcoming exhibit '·Congress and 

the Separation of Powers," which \Viii open in 

March 2018. The exhibit will focus on Congress's 

interactions vvith the executive and judicial 

branches, focusing on the checks and balances 

inherent in the Constitution. Featured topics will 

include: Congress's rejection of President Franklin 

D. Roosevelt's Court-packing plan, the Senate's 

rejections of Presidents Andrew Jackson and 

Dwight D. Eisenhower's nominees, the rejection 

of the Treaty of Versailles, the First and Second 

War Powers Act (providing additional power to 

the presidency during World War II). the 22nd 

Amendment, Congress's involvement in deciding 

the presidential election in 1877, the impeachment 

of Richard Nixon, Fulbright hearings, and the 

Joint Committee on Reconstruction 

Pilot additional program models, looking for new 

vvays to engage visitors and find innovative \vays to 

include civic education in on-site programs and in 

an interactive way on the eve website 

• Welcome the 20 millionth yjsitor 

Provide comprehensive visitor access to \Vi~}"i 

Add new products and small-business vendors to our 

made-in-the-USA Gift Shops' inventory to prepare 

for the holiday season, part of continuing efforts to 

keep the Gift Shops looking fresh and interesting 

As Lhe CVC approaches its 10-year anniversary in 

20 !8, it will continue building on accomplishments 

and initiatives included in this report. Through these 

eHC)rts, combined with a wide variety of internal 

training initiatives, hiring process improvements, and 

a continually strengthening employee-driven customer 

service philosophy, the eve w1ll continue to deliver 

world~dass service to Congress and to visitors. • 

The CVC looksjimvard to celebrating its IO:vear anniversa1J' in December 2018 

Capitol V1Sltor Ctn1ter Semiannua! Hepon 15 
46 


Insert offset folio 55 here 32666A.041

CVC's Emancipation Hall served as 

setting for a number of significant 

Two of these events involved the 

President and Vice President of the United States, 

and a former President and Vice President. Two 

Congressional Gold Medal ceremonies and a 

congressional con1metnorative cerelnony were also 

held in Emancipation Hall. The CVC's Visitor 

Services Division (VSD) staff provided wayfinding 

and other logistical support during these events. 

These events arc listed in the Visitor Services 

Division section of this report on page 6. 

Continuation of the Rotunda phase of the Dome 

Restoration Project impacted operations at the CVC 

during the reporting period. The reduction in floor 

space in the Rotunda that resulted from the installation 

of scaffolding, coupled "~th the busiest season of the 

year due to the Easter break, spring break, and Cherry 

Blossom Festival, produced additional challenges. Prior 

to this reporting period, the eve began to prepare for 

these challenges by making adjustments to operating 

hours and developing alternate tour times (sec page 7 

for more details). 

Desp1:te a constrained floor :.,pace in the Rotunda due to scaffolding! 

during the first spike in visitation in mid-.Jlarck 

Also in anticipation of the busy spring season, work 

began late in 2015 to replace the eve north and 

south entrance doors. The significant weight of the 

original doors made them unwieldy for visitors to 

open and also caused the automatic door-opening 

mechanisms to break fl·equently. Close collaboration 

between the CVC, the Capitol Superintendent's 

Office, US. Capitol Police (USCP) and the Fire 

Marshal's office resulted in completion of the project 

in time to welcome the large numbers of spring 

visitors. v\'hile the project was nndcrway, the eve 

worked with the USCP to create a temporary exit 

through the Library of Congress tunnel to ensure 

adequate exits were available as the work alternated 

between the north and south entrances. 

The CVC continued to use the staffing model 

that it has developed over the past several years of 

hiring temporary stall' to help manage the spring/ 

summer influx of visitors. The CVC hired 45 

temporary full-time Visitor Assistants and iour 

temporary Gift Shops Sales Associates. Six internal 

candidates were hired as temporary Visitor Guides 

for the peak season. 

Capitol Visitor Report 
47 


Insert offset folio 56 here 32666A.042

A Visitor A j'Jistant greets a visitor near the South Orientation Titea!n. 

Developing educational opportunities for school 

groups and teachers remained a top priority of 

d1e Exhibits and Education Division (EED)" By 

the end of the September 2015 February 20 16 

Student Program St"ason, 38 student groups vvith 

a total of l ,952 students had participated in the 

programs. Among the popular programs \-Vas an 

art appreciation program for third graders that was 

developed jointly by the EED staff and tl1e Library 

of Congress. The EED also created a new guide -" 

A Capitol Adventure to help educate very young 

visitors about the Capitol. The guide was released 

during the reporting period lor children kindergarten 

through second grade. 

A Vititor Guidi' mgagfs visitors in.,.Vationaf Strrtua~v lla!L 

2 

In lllarch, the EED staff opened its 14th rotation 

of documents and artifacts: "Congress and the 

Progressive Era.') Staff from the Communications 

and Marketing Division collaborated \l~th the EED 

stat!" to develop postcards and bannns to capture 

the attt?ntion of visitors and encourage them to visit 

Exhibition Hall. 

On the safety front, CVC staff demonstrated their 

dedication to assisting visitors as they supported 

the U.S. Capitol Police during a shooting incident 

at the north entrance screening zone on March 28. 

Staff in various CYC divisions helped guide visitors 

to shelter-in-place locations and fostenod calmness 

amid anxious visitors. All eve staff had been 

provided with ':Active Shooter Training" just weeks 

prior to this incident 

Within the organization, CVC managers continued 

to work to improve the internal culture at the eve 

iu order to cultivate a mOre aifirtnative, rewarding 

and cohesive work environment" A very lively and 

successful teambuilding event was coordinated 

by the training office during the afternoon that 

the eve was closed fbr preparations for the 

State of the Union Address, On hand were !50 

staff who were divided into teams who built 21 

children's bikes that were later donated to charity" 

Additionally, many staff participated in training 

opportuni1ies oftered during the reporting period 
48 


Insert offset folio 57 here 32666A.043

that ranged from leadership training to techniques 

of customer service for Gift Shops staff. 

A newly-released Rotunda app, devdoped by the 

Communications and l\tfarketing Division} was 

highlighted by Mr. Ayers during the Architect's 

Forum (a series of Town Hall meetings). The app 

allovvs users to explore 360~dcgrcc views, parioramic 

images of the Rotunda and learn about the historical 

facets of the U.S. Capitol Rotunda in an interactive 

platfOrm. The creative development team also was 

honored \Vith a prestigious industry award in the 

public service category for '':Most Engaging CitiZen~ 

Facing Campaign.'' 

The CVC continues to enhance it<; service to the 

congressional community through its popular Capitol 

Tour Training program. CVC partners who provide 

presentations at each session include the House 

and Senate Sergeants at Arms and the Office of 

Congressional Accessibility Services, During the 

reporting period, nearly 1, 7 00 congressional staff 

were trained in 25 training srssions. 

During this reporting period, the CVC Gift Shops 

introduced new procedures that vvere key in driving 

sales. Among the new practices was implementation 

of a zone duty map fOr sales assodates and improving 

daily inventory delivery systems (see page 14 for 

more details). The shops were stocked with new 

The Cfl(_;proz,ides m(lre than 40,000 tours eachJtear. 

A Visitor Guide shares .rome Capitol history with a tour group 

in the CrypL 

chcrrywblossom-themed merchandise in time for the 

spring season, which boosted sales. 

In the eve Restaurant, sales in March 2016 were 

the highest for that month since the eve opened 

in 2008. The Capitol Superintendent's Office 

completed renovations to the two meeting rooms 

that arc aqjacent to the Restaurant's central dining 

room. At the same time, the (,"'VC's Planning) 

Operations and Evaluation Division oversav,r IT 

enhancements in lhe meeting rooms to increase their 

functionality and to better meet the requirements of 

the congressional community. 

In the area of training, 55 operations 

staff participated in the Speed of 

Tn1st Found<'!tions VVorkshop in 

December. This program, created 

by FranklinCovey and delivered by 

an experienced Covey trainer, helps 

organizations create a high~trust 

culture of collaboration and 

engagement. 

Further details about these and 

many other eve accomplishments 

and ongoing initiatives during the 

reporting period are provided in the 

foliO\ving narratives, which describe 

the key activities of each eve 

operational division. 

Cao1lol Visito1· Center Se:r:lannua! Report 
49 


Insert offset folio 58 here 32666A.044

A Visitor Guide deliz:ers a new program called Ertraordinar:,y Ordina~f' Peof;lc Freedom }iJ"ghters in the Capitol Collections. During the 

Rotunda closure_, the ,\pedal prow am pmvidnl Pisitau an opportunitv to see the Old Senate Chamber. 

he eve will celebrate its seven-year 

anniversary on December 2, 2015. Since its 

opening in December 2008, the CVC has 

welcomed more than 15 million visirors; providr-d 

280,000 tours; accommodated dose to 6,000 

events and meetings; served more than 1.4 million 

customers in the Restaurant; con1pleted more than 

1.6 million sales transactions in the Gift Shops~ and 

engaged dose to 5 mi1lion visitors in Exhibition HalL 

\Yhile CVC employees explore ways to build on the 

success of the first seven years of operation, they 

will continue to serve Congress, provide exceptional 

tours, and offer educational opportunities that 

highlight the history of Congress and the Capitol. 

During the reporting period, CVC staff assisted 

with a number of notable events in the Capitol 

that necessitated changes in the daily tour schedule. 

\Vl1ile the CVC's Visitor Services Division (VSD) 

stafi provided wayfinding and other logistical support 

during special events, the Communications and 

Marketing Division (CJ\1D) staff and reservations 

coordinators notified the public and reservation~ 

holders regarding tour times and other operatlonal 

4 Report 

changes. These events are listed in the Visitor 

Servkes Division section of this report on page 6. 

In collaboration with congressional leadership, 

the Capitol Superintendent's office, and other 

congressional partners, VSD staff developed a way 

to provide tonrs to visitors on days when special 

afternoon events are planned fbr Emancipation Hall. 

In the past, tours in the Capitol \Vere suspended 

on days when events were scheduled in the eve. 

Ho\vevet; new routes to process visitors through the 

CVC allow AOC staff to complete event set-ups 

\Vhile CVC staff manage the fiOV\1 of visitors around 

the set-up area. This provides tnore visitors \'Vith 

opportunities to see the CapitoL 

Two major events at the Capitol dominated 

operations at the eve during the reporting 

period·-- the closure of the Rotunda in July for the 

installation of scaffolding and, in September, the 

address by the Pope to a Joint Meeting of Congress. 

Modifi<'d operations were necessitated by the dosure 

of the Rotunda from Saturday, July 25, until 'Iuesda;; 

September 8. Using best practices fi·mn the Rotunda 
50 


Insert offset folio 59 here 32666A.045

A Visitor Guide talks to visitors in Emancipation Hall about Ftederitk Douglass as part qf a new educational program called 

Extraordinary Ordinary People: Fmdom Fighters in the Capitol Collections. 

dosure in April 20 l4 as a guide, CVC staff from 

across divisions collaborated to develop logistics 

around tour modifications and spf'cial activities. 

The second major event involved the visit of Pope 

Francis, who addressed a joint Meeting of CongTess 

on Thursday, September 24. In preparation for the 

event, the CVC was closed all day on Wednesday, 

September 23, and tours of the Capitol were 

suspended. On September 24, more than 100 CVC 

staff provided assistance with wayfinding while the 

special events and audio-visual teams assisted \vith 

the ticket distribution for congressional offices and the 

Archdioceses and the broadcast of the joint Meeting 

in the Congressional Auditorium for VIP guests. 

VVithin the organization, CVC nmnagers continued 

to work to improve the internal culture at the eve in 

order to cultivatC" a n1orc affirmative~ rewarding and 

cohesive work environment. Suggestions to improve 

the work environment and to enhance assistance to 

visitors flowed through the CEO's monthly feedback 

sessions~ internal surveys, fixus groups and daily 

exchanges among staff and supervi">rs. Additionally, 

many staff actively participate in one of five multidisciplinary stafl:led goal teams, small group (POD) 

meetings, and cross~divisional working groups. Staff 

participating in these collective efforts have worked 

diligently with eve management to develop and 

refine recommendations anrl bring them to fn1ition. 

The Partner Collaboration Goal Team is leading 

the eve in rolling out an internal culture 

improvement initiative entitled ONE E Pluribus. 

A Visitor Guide pmv£des wqyjinding to l'is£tors and congressional 

stqff during the Rotunda doswt:'. 

Capitol ViSitor Genter Semiannual Report 
51 


Insert offset folio 60 here 32666A.046

ONE articulates the CVC staffs collective vision for 

a thriving, energized and engaged workforce. ONE 

also celebrates the strength of the CVC's diverse 

workforce while it builds a cohesive culture. The 

ONE promotional materials include a question: 

""What can I do today to help us become ONE?" 

In early September, a representative group of 41 

eve employees gathered to collaborate and provide 

input to the development of the CVC's new Strategic 

and Operations Plan. The participants exhibited a 

positive energy throughout a full-day brainstorming 

session and offered many innovative and creative 

ideas for consideration by eve management. 

Using a brief questionnaire about CVC operations 

and goab, eve management also solicited input and 

guidance for the plan from its congressional partners. 

The feedback received was compiled into a Stake/wider 

Input Report. The comments ti·om CVC partners 

about its operations ·were positive and constructin:·. 

All those \\;}w responded expressed their appreciation 

for the opportunity to contribute to the cvc·s 

strategic planning effOrt. 

The revie\v and vetting process f()r the Strategic and 

Operations Plan will continue through the fall of 2015 

"ith a roll-out of the new plan expected early in 20 I 6, 

Collaboration and communication among divisions 

is critical to the success of the CVC. In September, 

the Exhibits and Education Division staff opened 

its thirteenth s!"lection of documents and artif:'lcts: 

Part two of "Congress Investigates.'" Staff from 

the Communications and Marketing Division 

collaborated with the Exhibits and Education 

Division staff to develop a new concept for marketing 

the exhibit using provocative questions on postcards 

and banners to entice \~sitors into Exhibition Hall to 

learn the answers to the questions. 

In the area of social media, the CVC is proud 

to have been awarded a "Bravo" badge from the 

TripAdvisor website, The award is the result of 

the eve being rated an "excellent" site to visit by 

more than 1,200 travelers. Trlp.\d-d.:->or wnrhL'> 

largest travel ~ite! offering advict> fforn tTaVt'h'rs and a 

\Vide variety of tr~wc! choices and E~atmTc;. 

. rrip. \d\·isor-br,l nded 

cnmrmmity in dw \\·urld, 

nvmthh 

6 C:m!tol Visitor 

trawl 

In sprin,g 2015, CVC emplqyees introduced a new internal culture 

imj!mmnent initiative called OJv"E- E Pluribus. 1he O.VE 

initiative articula!ts the collective vision rifCVC emplf!.__"ltesjor a 

collahoratil'e and engaj;ed lL'orkjitrce. 

'The CVC continues to enhance its sen~ce to the 

congressional community through its popular Capitol 

Tour Training program. eve partners \Vho provide 

prC'sentations at fach session include the House 

and Senate Serge-ants at Anns and the Oflice of 

Congressional Accessibility Services. During the 

reporting period, dose- to 3~000 congressional staff 

participated in the half-day program. 

During this reporting period, the CVC Gift Shops 

implemented an organizational transition vvhlch 

resulted in tbe realignment of duties to improve 

effki('nries and meet operational needs. Planning, 

Opt'rations and Evaluation staff assisted the Gift 

Shops in hiring an Operations tv1anager, an Assistant 

Operations Manager, and two Merchandise 

Assistants for the Gift Shops. 

On ,\pril J 0, 20 l5, the CVC Restaurant experienced 

its highest sales day since the eve opened with 

gross sales of $30,894. For the month of April2015 

the mlume and sales increased approximately 2.3 

percent and 4.1 percent1 respectively (transactions 

34,679 to 35,460 and sales $531,138 to $553, 138) 

compared with April2014. 

Further details about these and many other CVC 

accomplishments and ongoing initiatives during 

the reporting period are provided in the following 

narratives) vvhich describe activities in each division, 
52 


Insert offset folio 61 here 32666A.047

In March 2014:1 Capitol Vl'sitor Center stqjfbeganusing a new and more ~jfective advance;estrvation J,;.l'Sfem. 

he eve celebrated its six-year anniversary 

on December 2, 20 I''- Since its opening in 

December 2008, the CVC has wekomed 

close to 14 million visitors; provided 260,000 

tours; accommodatrd more than 5,000 events and 

meetings; served more than 1.2 million customers 

in the Restaurant; completed more than 1.4 million 

sales transactions in the Gift Shops; and engaged 

more than four million visitors in Exhibition HalL 

While CVC employees explore ways to build on 

the success of the first six years of operation, they 

will continue to serve Congress, provide exceptional 

tours, and offer educational opportunities tlmt 

highlight the history of Congress and the Capitol. 

During the reporting period, CVC staff assisted 

with a number of special events in the Capitol that 

necessitated changes in the daily tour schedule. 

While the CVC's Visitor Services Division (VSD) 

staff provided wayfinding and other logistical support 

during evenl'l, the Cornmunications and 1\!Iarketing 

Division (CMD) staff and Reservations Coordinators 

notified the public and rescrvation~holders regarding 

tour times and other operational changes. Included 

arnong these events were: the Gold l\iledal ceremony 

for the Civil Air Patrol (December I 0); the State of 

the Union address Qanuary 20); the Gold Medal 

ceremony for the First Special Services tbrcc 

(February 3); the unveiling of the statue of Barry 

Goldwater (February ll );Joint l\Icetings of Congress 

(March 3 and March 25); and the Gold Medal 

ceremony for Jack Nicklaus (March 24). 

In collaboration with congressk>nalleadership and 

the Capitol Supetintcndent's office, VSD staff began 

working on ways to providr tours to visitors on days 

when special afternoon events are planned to occur in 

Emancipation Hall. In the past, tours in the Capitol 

could not occur on days when events were schedule-d 

in the eve. However, nei-V routes to process visitors 

through the CVC will allow AOC staff to complete 

event set-ups while eve staff manage the !low of 

visitors around the set-up area and provide more 

visitors the opportunity to see the CapitoL 

~Vhen areas qf the Capitol are do.red due to Jpecial events) 

Visitor Guides provide visitors enriching expi'lriences in 

Emancipation Hail. 

Capitol Vlsltur Center Senuannual Heoon 
53 


Insert offset folio 62 here 32666A.048

Visitor Guides distribute headsets to visitors as tht;.Y exit an Orientation Theate1: 

eve managers continued to work to improve the 

internal culture at the eve in order to cultivate 

a more affirmative, rew·arding- and cohesive v.rork 

environment. Suggestions to improve the \YOrk 

environment and to enhance assistance to visitors 

flowed through the CEO's monthly feedback 

sessions, internal surveys, fOcus groups and daily 

exchanges among staff and supervisors. Many staff 

actively participate iu one of five multi-disciplinary 

staff-led goal teams, small group meetings and crossdivisional working groups. Stafiparticipating in these 

collective eflorts have worked diligently with eve 

management to develop and refine recommendations 

and bring them to fruition. 

The CVC's five goal teams focus on internal 

issues such as organizational flexibility, innovation, 

communication, teamwork and strategic 

improvements. The reorganization and expansion 

of the goal team structure in 20 I 4 resulted in nearly 

60 employees serving on the teams. Directors serve 

as ad,isors, and each team is led by two co-leaders 

selected from operations and supervisory staff: 

The teams meet bi~wcekly and vvork on ongoing 

initiatives with a consideration of themes tied to 

the eve's aspirational culture. Initiatives emerging 

from the goal teams include an employee-le-d and 

active social committee; peer-non1inated bi-monthly 

Employee of Excellence awards; enhanced oHCrings 

8 

for non-EnglishMspeaking visitors; a robust schedule 

of lunch-time speakers including peers and special 

guests; additional in-house and external training 

opportunities; and an employee-written internal 

tH>wsletter; Skylz~hts. 

Collaboration and rornmunication among divisions 

is critical to the success of the eve. The eVe's 

tH:'VV advance reservation system for tours and 

congressionally-sponsored special events in the 

eve launched in mid-March. Several eve 

divisions, including the Visitor Services Division, 

the Re:staurants and Special Events Division and 

the Planning~ Operations and E,,~aluation Division) 

collaborated to ensure the smooth transition 

from the prior systenL Communications and 

Marketing Division staff informed the congressional 

community about the ne\V system by holding a 

special Informatiou Exchange} providing a \'Vebinar, 

and sending fOllow--up email \Nith a link for online 

practice opportunities. 

Using best practices from last April as a guide, eve 

staff from across divisions are cum'ntly collaborating to 

determine the moclifiN1 operations that will b(' necessitated by the Rotunda closure that will begin in late July 

and continue until early September. Employee-driven 

'vorking groups are provirling input into logistics around 

tour modifications and special actiYitles. 
54 


Insert offset folio 63 here 32666A.049

Operations ran smoothly throughout the rest of 

the reporting period. In \\larch, the Exhibits and 

Education Division staff opened its twelfth sekction 

of docun1ents and artifacts: Part One of ''Congress 

Investigates." Accompanying bannct'SJ postcrsj 

brochures and an article in Roll Call generated 

significant interest in the congressional community 

about the new exhibit that included documents and 

artifacts loaned by the Libraty of Congress and the 

National Archives. 

The CVC continues to enhance its service to the 

congressional community through its popular 

Capitol Tour Training program. eve partners 

who provide presentations at each session include 

the House and Senate Sergeants at Arms and the 

Office of Congressional Accessibility. During the 

reporting period, more than l, l 00 congressional staff 

participated in the half-day program. 

During this reporting period, the eve Gift 

Shops implemented improvements to update 

and document current operating procedures and 

inventory includjng "back of house" operations. 

These itnprovemems will maximize the capabilities 

of the pointwof-sale system resulting in increased 

accuracy of inventory and stock levels to support 

growing sales. The improvements also included 

an updated staffing plan, which was implemented 

'"rithin the salary parameters and full-tinu':-employce 

requirements for the Gifts Shops. 

The VSD made operational improvements on 

several fronts, New shuttles arrived in january. The 

visual, structural and safety enhancements of the 

new shuttles 1.vill help make this operation a safh 

and more pleasant experience tOr visitors who need 

mobility· assistance from the bus drop-off area on 

the West Front of the Capitol to the eve. ;'\[ew 

stanchions filr the eve in~rior spaces arrived in 

December 2014. The improved limctionality of the 

retracting mechanisms of the new stanchions make 

them easier for staff to maintain. Near the end of the 

reporting period, additional stanchions were ordered 

to help manage visitor flow outside of the eve. 

The CVC Restaurant enjoyed robust sales with the 

coming of the peak season crowds in mid-March. Most 

notably, on March 30, tl1e Restaurant experienced its 

highest sales day since the eve opened. 

Further details about these and many other CVe 

accomplishments and ongoing initiatives during 

the reporting period are provided in the follmving 

narratives, which describe key activities in each 

eve division. 

A Visitor Guide shares the rich history qf.National Statuary Hall with one oft/it 40,000 tour groups that pass through the Capitol eadryear 

Capitol Vlsitot Center S\Jrniannual Report 
55 


Insert offset folio 64 here 32666A.050

his reporting period began \vith the closure 

of the Rotunda from April 12 through 

April 28, which significantly altered tours 

of the U.S. Capitol and changed many of the 

routine operations at the Capitol Visitor Center 

(CVC). CVC staff from all di,·isions worked together 

to minimize the impact to visitors and congressional 

staff and ensure that visiting the Capitol during 

this period was an enjoyable, infOrmative and 

memorable experience. 

The CVC will celebrate its six-year anniversaty on 

December 2. 20 !4. Since its opening in December 

2008, the eve has welcomed close to !3 million 

visitors; provided 240,000 tours; accommodated 5,000 

events and meetings~ served more than l. 4 million 

customers in the Restaurant; completed more than 

a million sah:~s transactions in the Gift Shops; and 

engaged nearly 3.6 million visitors in Exhibiti011 Hall. 

In Iviay, the CVC received notice from one of 

the \Veb's top travel and tourism review sites~ 

Trip Advisor, that it was a 20 14· winner of a 

Certificate of Excellence. According to the certiilcate, 

the eve ''has consistently earne-d outstanding 

feedback fTom TripAdvisor travelers.'' 

\Vhik we explore ways to build on the success of 

the first six years of operation, eve employees vvill 

continue to serve Congress, provide exceptional 

tours, and oHt.~r educational opportunities that 

highlight the history of Congress and the Capitol. 

During the reporting period, CVC staff assist(~d 

with a number of high~profilc events in the Capitol 

which necessitated changes in the daily tour schedule. 

While the CVC's Visitor Services Division (VSD) 

stall' provided wayfinding and other logistical support 

during special event'>, the Com1ntmications and 

~larketing Division ~CNlD) sta.IT and reservations 

coordinators notified the public and reservation~ 

holders re~~uding tour time changes and other 

operational changes. These events included: the 

annual Days of Remembrance ceremony (April 30); 

the Goldlvfedal ceremony lor Dr. and Mrs. Martin 

Luther King,Jr. and the 50th anniversary of the 

passage of the Civil Rights Act (June 241; the Gold 

Medal ceremony for Shimon Peres (June 26); the 

July 4 concert on the West Front; the Gold Medal 

ceremony for Raoul Wallenber~t; (July 9); the Gold 

l\leda] ceremony fOr victims of September 11 and 

first responders (September 10); and a Joint Meeting 

of Congress (September !8). 

•.. I, ~ .•.... ···.•·.·.········.·.·.·.·········.······· .··.·· .. · .... .. 

•. ·· 

On September !0, the Capitol Visitor Center hosted the Gold .\fedal aremo'!Y)Or victims qfSePfember 11 and first responders. 

1D Hepon 
56 


Insert offset folio 65 here 32666A.051

eve managers continued to work to improve the 

internal culture at the eve in order to cultivate 

a more aHirrnative, rewarding and tohesive work 

environment. Suggestions to improve the work 

environment and to enhance assiStance to Visitors 

have come through the Architect of the Capitol's 

(AOC) Organizational Assessment Survey, the Chief. 

Executive Officer's (CEO) monthly feedback sessions, 

internal sun·eys, focus groups and daily exchanges 

among staff and supervisors. Additionally, CVG 

staff at all levels have been given the opportunity 

to participate in decision-making; For example, 

many staff actively participate in one of five multidisciplinary stafl~led goal teams, small group (POD) 

meetings and crosH~divisional working groups. Staff 

participating in these collective efforts have worked 

diligently with eve management to develop and 

refine recommendations and bring them to fruition. 

The CVC's five goal teams focus on internal 

issues such as organization flexibility, innovation, 

con1munication, teamwork and strategic 

itnprovemcnts. The reorganization and expansion 

of the goal team structure in 2014 resulted in 

nearly 60 employees volunteering to serve on the 

restructured teams. In the previous goal team' 

structure} division directors served as team leads. 

In the new structure, clirectors serve as advisors, 

and each team is led by two co-leaders selected 

from operations and supen~sory staff. The teams 

During the Rotunda closure) Visitor Guides u.:ere positioned in 

the Crypt of the Capitol to provide interpretati/Jn at key locations. 

meet biweekly and work on ongoing initiatives 

with a consideration of themes tied to the CVC's 

aspirational cnlture. Initiatives emergiitg trom the 

gi>al teams include an employee-led and active 

social wmmittee; peer-nominated bi-monthly 

Employee of Excellence awards; enhanced offerings 

for non-English-speaking visitors; a robust schedule 

of lunch-time speakers indnding peers atid special 

guests; additional in-honse and external training 

opportunities; and an employee-written internal 

newsletter, Skylights. 

On September 8, the CVC welc;:>med its new 

Deputy CEO, Nik Apostolidcs, who most recently 

served as Associate Director at thi: National Portrait 

Gallery. ln that position, on an annual basis, he 

oversaw visitor services for more than 1.1 million 

visitors and new media and publications fix more 

than 4 million online visitors. He also provided 

oversight of tl1e 22,000-object collection, exhibition 

design and production, external affairs, and 

collections information and research. Additionally, 

Mr. Apostolides supervised administration and 

operations, including building operations, hudget and 

finance, food service, the museum shop, InfOrmation 

Technology (IT), human resources and security. 

Collaboration and communication among divisions 

is critical to the success of the CVO. For example, 

staff from across divisions collaborated to carry 

out the modified operations necessitated by the 

Rotunda closunc in April. Employec·driven working 

groups provided input into logistics around tour 

modifications and special activities. Due to their 

hard work, operations ran smoothly, and visitors 

were provided with a va1iety of options to enrich 

their visits to the CapitoL The CMD focused its 

eflorts on rlotif}'ing the puhlic and the congressional 

community about the closure. A comprehensive, 

informational meeting organized by the CVC \VaS 

attended by approximately 300 congressional staff: 

Operations ran smoothly throughout the rest of 

the reporting period. ln September, the Exhibits 

and Education Division (EED) stafiopened.its 

11th selection of documents and artifacts; part two 

of "Congress and the War of 1812." To generate 

awareness of the new documents, the GMD created an 

accompanying brochure, posters and an online exhibit 

Capltol Visitor Center Semiannual Report 11 
57 


Insert offset folio 66 here 32666A.052

Throughout the reporting period, the EED worked 

vvith museum consultants and held several workshops 

with eve staff and stakeholders to plan tor the 

future of Exhibition HalL Discussions centered 

on goals fbr visitor education and engagen1ent in 

Exhibition Hall and research into visitor beha,ior 

and expectations. 

In the fall, the EED collaborated with tbe US. 

Botanic Garden and the National Gallery of Art to 

present "Walking with Wheat: A journey through 

history; botany; and culture." The program) vvhich 

was offered to the public several times} began at the 

Capitol with a discussion of Dr. Norman Borlaug, 

the plant scientist who was recently honored by 

Iowa with a state statue ln the National Statuary 

Hall Collection. 

The CVC released its third mobile app, My Capitol, 

which is a young person's guide to Exhibition Hall 

and the Capitol Grounds. 

The CVC continues to enhance its service to the 

congressional community: During the month of 

June, the CVC provided tour training fi>r l, 102 

congressional staff 'fhis is the largest number of staff 

trained in a single mouth since the eve opened in 

2008. eve partners who provide presentations at 

each session include the House and Senate Sergeants 

at Arms and the Office of Congressional Accessibility. 

The training continues throughout the year except 

during the Auh:rust congressional district \Vork period. 

12 

Volunteers assisted 

with tlte ern 

CongreJsional TOur 

Training program 

~"i check£ng-£n 

Congressiona{ stqff 

During this reporting period, the CVC Gift Shops 

worked to review, document and update current 

operating procedures. The team, including all levels 

of staff and management} conducted an in .. depth 

analysis to fully understand and document the 

current operating structure and procedures. 'The 

team also identiiled recommettdatlons fi)r changes to 

the processes that would improve merchandi.-;e le-vels, 

service and efiiciencies. 

The next phase of the process will focus on 

improvements to the "varehouse and merchandise 

replenishment processes, lmprove1nents to these 

key operational areas vvould have the greatest 

positjve itnpact on the business by in1proving 

at the point-of-sale and ensuring 

"nnnmriat<· stock levels. 

The Visitor Services Division (VSD) made 

operational itnprovements on several fronts. In 

Septemher, a new shuttle vendor was chosen, and the 

new shuttles are to arrive in January 2015. 

Additionally, the CVC's assisted listening device 

system "11! be upgraded. And, new stanchions will 

arrive in December that will be easier for staff to 

maneuver and maintain. 

Further details about these and many other CVC 

accomplishments reporting period are 

provided in the dh.rislon narratives 

that fi>llow. 
58 


Insert offset folio 67 here 32666A.053

Architect of the Capitol Stephen T: Ayers met with the entire CFC stqtf to update them on the Dome Restoration Project and other issues. 

This reporting period began with the 

shutdown of the federal government from 

October 1 through October 16, which 

significantly disrupted tl1e operations of the Capitol 

Visitor Center (CVC). Throughout the shutdmvn, 

the eve was dosed, and there were no tours of 

the Capitol. Some staff worked to inform visitot' 

and other customers on a daily basis regarding the 

status of operations. Once the shutdown ended, the 

eve informed the public and the con,g;ressional 

conununity the eve had reopened and the tour 

process had resumf'd. 

The eve celebrated its fivtYyear anniversary on 

December 2, 2013. Since the time of its opening 

in December 2008, the CVC ha.s welcomed more 

than II million visitors; P""ided 220,000 tours; 

a~:commodated 4,400 events and Ineetings; served 

more than 1.3 million customers in the Restaurant; 

completed 890,000 sales transactions in the Gift 

Shops; and engaged 3 million visitors in Exhibition 

HalL While they seek to explore ways to build on 

the success of their first live years of operation, 

the eve staff will continue to go the extra mile 

to provide exceptional tours and educational 

opportunities that highlight the history of Congress 

and the Capitol. 

During the reporting period, CVC staff assisted 

with a number of high-profile events in the Capitol 

which necessitated changes in the daily tonr schedule. 

While the CVC's Visitor Services Division staff 

provided wayfinding and other logistical support, 

the Communications and Marketing Division 

staff and reservations coordinators notified the 

public and reservation-holders regarding tour time 

changes. These events included: a celebration of 

the life of Speaker of the Honse Thomas S, 'foley 

on October 29, 20 13; the unveiling of the bust 

of Winston Churchill on October 30, 2103; a 

Congressional Gold Medal Ceremony for Native 

American Code Talkers on November 20, 20 13; 

President Obama's State of the Union address on 

January 28, 201 't; the Friends of Ireland Luncheon 

on March 14, 2014 and the unveiling of the stallle of 

Dr. Norman Borlaug on !\larch 25, 2014. 

eve manag,ers continue to build on efforts to 

Capitol Vtsltor Cenrer Semiannoal R0pDrt l3 
59 


Insert offset folio 68 here 32666A.054

AOC Curator Barbara Tt:Olanin conducttd a session ou ':iirtirt 

qfthe Capitol" Constantino Brumidi for staflduring the CVCs 

first ''State qflhe [Jnion" Coriffrenre. 

improve the internal culture at the eve '0.1th the 

goal of creating a more positiYe, fulfilling and 

cohesive work em ironment. eve staff at aU levels 

haw. played a role in this effort. Many ideas and 

recommendations to improve the work environment 

In March 2014, thr CVC rerognized Visitor Guide Barbara 

Rahll as Emplqyee qfthe Jfar. Barbara o:cels at et~;r;ap)ng 

students qf all agt'.'> and consistent!J demonstrates the ln:r;hesf lel'fl 

qfprofiruionalism and courtesy. 

and service to visitors have cornc through monthly 

fCt'-'<:lback sessions, internal surveys, focus groups and 

in daily {'.xchanges between staff and supervisors. 

eve staff have actively participated in goal 

tean1s, small group meetings, \VOrking groups and 

other cOllective effiwts to turn thosr ideas and 

recommendations into reality. 

Collaboration and communication among divisions 

is critical to the of the organization. Staff 

from the Visitor Division and the Exhibits 

and Education Division (EED) have collaborated to 

develop a new vVar of 1812 tour to complement a 

new rotation of docun1ent-; entitled '"Congress and 

the War of 1812" io r:xhihition Hall. Additionally, 

staff from the two divisions along with the Training 

Office worked to implement and expand Exhibition 

Hall "encountersH with the cart progratn and the 

hooks and artifacts program, and to incorporate new 

middle school civics curriculum into the standard 

Capitol tour. 

Employee-driven working groups also provided 

critical input into logistics around tour modifications 

and special activities necessitated by the Rotunda 

closure in April and the scheduling of Visitor Guides 

and Visitor ,'\,.;;sistants. 

During the CVC1s early closure prior to President 

Obama's State of the Union address in january, 

staff assisted in organizing the CVC's first "State 

of the' Union Conft>rence~' with peer-conducted 

workshops and meetings. Staff \\·ere given the 

opportuniry to attend two of four concurrent 

sessions, Three sessions were conducted by 

front-linf' staff on topics that included: Tecuntseh 

and the \Varof 1312. the Recruitment of .AfricanAmericans during the Civil \'Vat~ and the Creation 

of the Antietam Battlefield Atlas. After-event 

evaluations confirmed that the ConfCrence was 

a resounding success that vvill become an annual 

occurrence. 

The CVC has five multi-disciplinary goal teams 

that focus on internal issues such as organization 

flexibility) innovation, communication, tean1work 

and strategic improV'Cments. The reorganization 

and expansion of this goal team stntcture resulted 

in nearly 60 employees volunteering to St"r\'t" on 

tlw restructured teams. In the previous goal team 
60 


Insert offset folio 69 here 32666A.055

structure, division directors served as team leads. In 

the new stnu_·ture} directors serve as advisors, and 

each team is led by two eo-leaders selected from 

operations and supervisory staff. The teams meet 

bi-weekly and work on nevv or ongoing initiatives 

with a consideration oC themes tied to the CVC's 

aspirational culture. Initiatives en1erging from the 

goal teams include an employee-led and active 

social committee; peer-nominated bi-nwnthly 

Employee of Excellcnre awards; enhanced offerings 

for non-English speaking visitors; a robust schedule 

of lunch-time speakers including peers and special 

guests and an employee-written newsletter, ()/rylights. 

In conjunction ;vith the opening of its 1Oth selection 

of documents in March entitled "Congress and the 

War of 1812," the EED staff unveiled a dramatic 

new graphic look for the cases holding these original 

documents that are on loan from the Library of 

Congress and the National Archiws. The new 

document cases provide backdrops \Vith visually 

engaging environments that help visitors better 

understand the historic context of the documents. 

In January, the EED began a formal process of 

evaluating the elfcctivcncss of Exhibition Hall, the 

orientation film and related areas. The staff has hosted 

two workshops fi>r eve staff and exhibit partners from 

the Smithsonian, National Archives and the Library 

of Congress. Findings from these and subsequent 

meetings ;md related activities will help guide EED 

as the division plans potential upgrades to Exhibition 

Hall and the orientation film in conjunction with the 

I 0-year anniversary of the CVC. 

InJanuary, the CVC's Comn1tmications and 

Marketing Division (CMD) released the US. 

Capitol's first i\pp, a guide to state statues in the U.S. 

Capitol's National Statuary Hall Collection. The 

App allows users to access information about their 

state statues quickly and easily fium their iPhone 

or iPad. The State Statue Guide is available in the 

Apple App Store, The CMD has begun work to 

develop an App to highlight the Capitol Grounds. 

The CVC continues to enhance its service to tbe 

congressional communit): This fiscal year, the 

number of staff participating in tbe CVC's popular 

Capitol Tour Training increased by 25 percent and 

more than 17,000 staff have attended the training 

since it was initiated in 2009. In March, for the first 

time, the eve offered staff the chance to learn how 

to give tours of the Capitol Grounds. More than 250 

congressional staff and interns took advantage of this 

opportunity, which was designed to assist them in 

providing their constituents with alternative activities 

during tl1e Rotunda closure period in April. 

A ViJitor Guide dexcribf'J the CapitoPr evolution to visitors in Exhibition llall. Th!! Ethibits and Education Division stajfare in the 

pmce.u qfevaluatinp, the ejftctil1eness r!fBxhihition Hall in an dfort to determine potential upgradr.L 

Capitol Vislim Center Semtmnual Report 15 
61 


Insert offset folio 70 here 32666A.056

( 

uring this reporting period, the eve 

welcomed its l 0-millionth ·visitor. To 

recognize this tnilestonc on june 7, the 

Architect of the Capitoljoined the eve CEO and 

eve managers in welcoming the day's visitors. 

Sigtlage in the Gift Shops1 at information desks and 

on digital displays in Emancipation Hall thanked 

visitors lor helping the eve reach this landmark. 

As usual, the C:VC welcomed the bulk of its visitors 

in the spring, c-oinciding ""ith the annual Cherry 

Blossom Festival. Approximately 213,000 'isitors 

came through the eve in ApriL This was a 

our-percent increase compared to visitation during 

this period in 20 12. 

While a numher of high-profile events during the 

reporting period necessitated changes in the daily 

tour schedule, eve staff adapted to the changes 

searnkss1y vvith as little disruption as possible in 

sen·icc to thr public or Congress. On many of those 

special occasions, at the request of the Congressional 

leadership, eve staff provided wayfinding and other 

logistical support function~. 

In April, C\'e staff assisted with the annual Days 

of Remembrance ceremony, the dedication of 

Room HVC-215 in honor of Gabriel Zimmerman, 

and a Congressional Gold Medal Ceremony 

for Muhammad Yunus. In May, the eve staff 

accommodated three special events,_ thP Joint 

~vleeting of Congress for the address of Her 

Excellency Park Gcun-hye, president of the Republic 

of Korea; Peace OHicers ftfemorial Day; and the 

.Memorial Day rehearsal and concert. InJune, 

Emancipation Hall was the setting for the dedication 

ceremony for the statue of Frederick Douglass. [n 

July, the staff provided assistance lor the ceremony 

Capitol Visitor Center stqff welcome appmYimate[v 2. 2 million uL1iton to the Capitol each year, 

16 CJpitol Visitm Center Semiannual 
62 


Insert offset folio 71 here 32666A.057

in Emancipation Hall celebrating the life of Nelson 

Mandela, and a week later the eve team assisted in 

the annual wreath-laying ceremony for U.S. Capitol 

Police Officer Jacob Chestnut and Detective John 

Gibson. Later in the month, the eve supported 

a ceremony in Statuary Hall recognizing the 50th 

anniversary of the March on Washington. Special 

events in September included the Labor Day concert, 

a Gold Medal ceremony in Statuary Hall, and a 

9/ll remembrance ceremony. 

After months of collaboration that included a series 

of on .. site working retreats, the Visitor Services 

Division's Schedule Working Group finalized plans 

for a new schedule template for Visitor Assistants and 

Visitor Guides. The uew schedule was implemented 

in mid:ful;\ and frontline staff expressed 

overwhehningly positive and optimistic feedback 

during a two-week "test and aqjust" period. This new 

schedule improves the eve's flexibility to adjust to 

seasmiallluctuations in visitation. The schedule also 

addresses concerns and requests ti·om staff related to 

daily rotations and administrative or office time. 

The CVC was active in the area of training 

throughout the reporting period. In May, several staff 

attended the annual American Alliance of Museums 

conference in Baltimore to compare best practices 

among museums and major visitor attractions. The 

Visitor Services staff fOcused on learning mor(' about 

technology and equipment that could help improve 

Visitor Guides strh'e to in.1pire n'ery Pisilor lo the Capitol. 

eve operations, while other staff attended classes 

on visitor surveys, mobile applications, social media, 

e;cblbit diversity, and communications strategies. 

As part of the eve's ongoing efforts to solicit 

feedback from its staff, and as a follow-up to the 

Organizational Assessment Survey (OAS), the 

federal Office of Personnel Management was invited 

to come to the eve in mid:fnne and conduct 

focus group discussions to explore OAS topics in 

greater depth. Eight sessions were held with groups 

consisting of eight to !5 employees. In addition to 

these follow-up actions, the eve engaged the AOC 

Petformance, Strategy and Innovation director as 

well as the president of the firm that developed 

the eve brand, to help staff explore and identity 

opportunities to move the eVe's aspirational 

culture into closer aligoment with the eve and 

AOe strategic visions. In early September, a. larger 

pool of eve staff engaged in discussions focused 

on this irutiative. 

The CVC team engaged in a number qf team-building exercises 

in 2013. 

Capitol Visitor Center SemlanmJa! Report 17 
63 


Insert offset folio 72 here 32666A.058

Architect qf the Capitol Stephen T. Ayers met UJith the entire eve staff in late >Pring to brief them on upcoming projects. 

The CVC's Exhibits and Education Division sta!I 

continued to work to enhance the visitor experience. 

In early September; the CVC presented a new display 

of historic artif~tcts and documents in Exhibition 

Hall entitled part two of Conflicts and Compromise. 

On tbe same day, the eve began distributing a new 

brochure highlighting many of the documents in the 

new rotation. The EED has greatly augmented its 

educational programs, and its staff received an .AOC 

Honor Award in September fOr the development of 

the CVC's student programs. Loolcing forward, the 

EED staff has <'ngagcd a museum consultant to assist 

the eve in planning for refreshing the content of 

the orientation film and Exhibition Hall as the CVC 

approaches its l 0-year anniversary in 2018. 

The CVC's employee-driven goal teams continued 

to work across disciplines, fOcusing on internal 

issues such as organizational flexibility, innovation, 

communication, teamwork and strategic 

improvements. The Employee Effectiveness Goal 

]earn organized the monthly Lunch and Learn 

program, the Employee of Excellence program and 

discussed a new social committee. 

18 Capitol Visitor San1iannuai 

The Visitor Support Goal Team fc>cused on how 

to better assist the non-English spealcing visitor 

while the Congressional Support Goal Team 

\vorked to idf'ntif)r ways to improve signagc at the 

CVC fnformation Desks, the stafiwalk-up line, the 

public lines, and the Senate Appointment Desk 

The Partner Collaboration Goal Team worked 

on an initiative to strengthen the eve culture by 

developing a set of standards unique to the eve. The new standards would clarifY the CVC's mission 

and vision, values, and principles by linking them 

with standards of professional behavior. L'lstly, 

the Visitor Education Goal1Can1 reviewed the 

cducariona] goal of the eve and how it relates to 

programming, exhibits and visitor engagement. 

While the eve team explores ways to build on the 

success of its first five years, it will continute to strive 

to enhance its service to Congess and to all visitors to 

the US. CapitoL 
64 


Insert offset folio 73 here 32666A.059

this reporting period, a number of 

h!Qch-JWolile events as well as an unexpected 

event caused significant changes in 

eve operations and tested the responsiveness and 

flexibility of the CVC team. Staff were able to adapt 

to the changes seamlcssly in order to minimize any 

disruptions in service to Congress or the visiting 

public. 

In late October, the CVC was dosed f(lr two days 

due to Hurricane Sandy. Senior management quickly 

notified staff and acted swiflly to notify the public 

of the closure. In late December~ the Capitol tour 

schedule was again disrupted by the Lying-In-State 

Ceremony of Senator Daniel Inouye. In Febmary, 

the eve staff adjusted to schedule changes prompted 

by the president's State of the Union address and 

the unveiling of the statue of Rosa Parks in National 

Statuary HaiL 

The 57th Presidential Inauguration also was a 

significant event to impact eve operations during 

this reporting period. On Monday, January 21, 130 

CVC staff joined with other staff of the Architect 

of the Capitol in supporting the Inauguration. 

eve employees provided assistance in a variety 

of ways fOr the event, including wayfinding in the 

House and Senate office buildings and connecting 

tunnels; assistance at screening checkpoints; shuttle 

service; VIP escort; and call center coverage. 

eve senior staff and supervisors served as area 

leads in support of the eve employees stationed 

in the Capitol, on Capitol Square and Union 

Square, and outside of the screening perimeters 

at gate check points and Metro stations, Staff of 

the CVC's Exhibits and Education Division also 

supported the event by overseeing the move of the 

Lincoln Table from Exhibition Hall to Statuary 

Hall for the Inaugural Luncheon. 

eve stqlf (inset) arrived at 5 a.m. 011 Afnndqv, January 21, to .'<U/J/JOrt Inauguration D(£V activities. 

Capltol Visitm CenlL~r Sern1~-mnual Rt:rmrt 19 
65 


Insert offset folio 74 here 32666A.060

In response to the eve support f(x the evtmt, 

Senator Charles Schumer~ chairman of the Senate 

Rules Committee and of the Joint Congressional 

Committee on Inaugural Ceremonies, sent a note 

of thanks. In a letter to the CVC, the United States 

Capitol Police expressed their appreciation for the 

eve team's outstanding support "Thank you ibr the 

part you played in yesterday's festivities. We could not 

have done it vvithout you. Your team's cooperation 

and \villingness to serve \V&'i a "'relcome addition to 

our resources!'' The eve also received a Certificate 

of Appreciation from the chief of the United States 

Capitol Police. 

On .January 22nd, the CVC Gift Shops experienced 

their best single-day sales since the eve opened in 

2008. Inauguration~related merchandise, including 

,Herdumdise inspired kY the Inauguration helped tht CVC Gijt 

Shops experiena their bert sin.t.;Je·-dqv sale1· since opening in 2008. 

20 Capite! Visitor SDii1kHH\Udl 

t\vo volumes of Inaugural addresses from President 

\ Vashington to President Obama, as wdl as pins1 key 

chains, magnets, T~shirts and commemorative coins, 

led sales during the entire week of the Inauguration. 

In an eHOrt to enhance the visitor experience in the 

days bcf(ne and after the Inauguration, the CVC's 

Exhibits and Education Division (EED) coordinated 

three special Exhibition Hall talks by CVC staff 

about Inaugurations. In an efl(wt to engage younger 

Yisitors during Inauguration \veek, the EED offered 

visitors the opportunity to create journals about 

the Inauguration and their Yisit to the CapitoL The 

EED also developed content for a flyer entitled 

~'Inauguration Fun Facts,'~ \vhich was distributed to 

thousands of visitors during Inauguration week. 

In1tfarch1 and in advance of tlu~ spring rush of 

visitors, the EED launched tvvo ne'\v infixnmtional 

programs, "fVhat)s llappening in the Chambers" and 

"Encounters in t.Xhibition Hall." The "Chambersl\ 

program helps orient visitors to the process of visiting 

the House and Senate Chambers. The "'Encountns" 

program uses ol~jects to engage and inform visitors 

about the history of Congress and the CapitoL 

Also in lv!arch, the EFJ) unveiled a new selection 

of original documents in Exhibition Hall, entitled 

Conflict and On loan from tbe I .ibrary 

of Congress the National Archives, documents 

in the ne\v selection ftxus on the !vlexican \1\lar) the 

Treaty of Guadalupe Hidalgo, the Compromise of 

l R'iO, the Homestead Act, Women's Suffrage, and 

Emancipation, among other historic events. 

On the personnel fi'ont, a major reorganization of 

the Visitor Services Division (VSD), begun last fall, 

helped the eve hecome more efficient and adjust to 

seasonal fluctuations in visitation. 

As part of the VSD's reorganization plan, 

permanent, part-time visitor assistants V\'ere hired for 

the first time. These positions are designed to fulfill 

the goals set out in the CVC's strategic hiring plan 

and give the VSD the staff it needs to accommodate 

the rapid and significant spike in visitation that 

occurs in early spring and then ratnp down during 

the falL The new staffing and scheduling model 

went into effect in early November and also 

includes cross-training of visitor guides and visiror 

<Jssistants. Visitor guides are nuvv familiar with and 
66 


Insert offset folio 75 here 32666A.061

CVC strif{t.ce/come up to }5,000 L'isitors a dtry during f/ze peak spring season wlzich continUeS intO earfy june. 

help to execute all of the duties of Visitor Services 

operations. Visitor guides and visitor assistants now 

operate ffom a single schedule maximizing coverage 

and increasing efficiency. 

The CVC was also active in the area of training 

throughout the reporting period. In Decemher; 

two training programs were launched to enhancethe ability of staff to engage with visitors at all 

levels of CVC operations. An Interpretive Host 

program included a two-day workshop designed 

for staff who work at interpretive sites, but do 

not necessarily provide tours. The program 

consisted of customer service and hospitality 

training combined with the principles and 

techniques of informal interpretation. All visitor 

assistants and a number of staff in the areas of 

audio-visual support, special events, reservations 

and administration attended the progratn. An 

Interpretive Guide training program was provided 

to all permanent visitor guides, including newlyhired guides and visitor operations supervisors. 

Staff who participated in the training praised the 

programs and found the instruction immediately 

applicable to their daily duties. 

The eve also continued to administer the eve 

Employee Avvards Program to recognize and 

celebrate employee accomplishments. The program 

highlights staff who have demonstrated exceptional 

levels of professionalism, proficiency, and adherence 

to the CVC's mission and goals during the period 

in which they were nominated. Nominees are 

individuals who sustained superior performance 

in the areas of service, teamwork and attitude that 

set them apart during the specified time period. An 

employee is selected every other month and all six 

employees selected during the calendar year are then 

considered for the Employee of the Year Award. The 

Employee of the Year best exemplifies the highest 

standards of perfOrmance and excellence. 

()n the communications front, the Comrnunications 

and Marketing Division (eMD) introduced a 

new Visitor Guide in early fall 2012 that greatly 

enhances a visitor's avvareness of eve arnenities 

Center Semiannual Report 21 
67 


Insert offset folio 76 here 32666A.062

,~lmong saJeral maintenance ifforts in Exhibition I-I all in .foil 

2012, the Capitol Dome model was cleaned and restored, 

and educational offerings. The CMD worked 

throughout the reporting period to develop a mobile 

application for the new Visitor Guide, which is 

expected to be lannched in late spring 2013. The 

C:NlD also maintains a robust online presence to 

reach visitors before they arrive to the Capitol and 

to infOrm them of important logistical details and 

security n·strictions. 

While much of the C:\ID's efforts focused on 

providing infOrmation to visitors, the CVC's 

congressional liaisons maintained open lines of 

communications \Vith the congressional community. 

Of particular note, the liaisons visited all 98 offices 

of the new members of the !13th Congress in 

both the House and Senate. The liaisons delivered 

comprehensive CVC infOrmation packets and 

EI:Ir{,v in 2013, in advance qfthe peak spring season, 

countertop.\ and tabletops UJI'Te installed in the eve Restaurant. 

22 Caoitc;i Vis1tm Center- Sen;iannual Br.porr 

established key points of contact in each oHicc to 

ensure inf<Jrmation about eve operations would 

reach the appropriate staff involved in providing 

staff-led tours and reserving meeting spaces. 

As the C\'C staff maintained a high level of customer 

scrvicf' to both Congress and the visiting public, rhe 

building ilself began sho,ving signs of wear and teat~ 

especially the CVC Restaurant. The hundreds of 

thousands of patrons each year to the restaurant had 

taken their toll on the coumertops around the salad 

bar and the tabletops in the dining area. Both the 

countertops and tabletops were replaced with more 

durable materials that are easier to maintain, and 

the work was completed well in advance of the busy 

spring season. 

Exhibition Hall was also in need of maintenance. 

During two weekends in October and Nm·cmbet; the 

Capitol Dome model at the center of Exhibition Hall 

was cleaned and restored. The scale replica of the 

Apotheosis of Washington painting on the modcl•s 

interior was also repaired. At the same time, an AOC: 

crevv replaced broken glass Hoor panels while otht'r 

\Vorkers installed a more secure cmd attracthT mount 

for the Brumidi Gold Medal located on the backside 

of the Dome modeL 

In fall20l2, the CVC actively participated in the 

Combined Federal Campaign (CFC). As part of this 

dfi1rt, the CVC hosted the AOC's kick-off to the 

CFC's agency-wide activities and CVC key··workers 

held contests and raffles during the Thanksgiving and 

December holiday season. Fueled hy these activities, 

the CVC staff exceeded their CFC contributions goal. 

While CVC operations continued to run smoothly 

throughout tht' reporting period, senior managetncnt 

continued to use the existing goal team stntcture 

to fiKus on internal issues related to organizational 

flC'xibility, innovation1 communication, teamwork 

and strategic management, among- other topics. Staff 

at all levels and in all divisions participated on these 

goal teams, vvhich continue m contribute to a greater 

sense of teannvork and ownership amon14 staff. 

Going fonvard, the CVC staffvviU continue to build 

on these organizational, operational and educational 

initiatives to fllrther enhance their service to 

Congress and to all visitors to the U.S, CapitoL 
68 


Insert offset folio 77 here 32666A.063

17u Capitol Visitor Center serves as t!te portal to the Capita/for approximatefy 2.3 million visitors each year. 

reporting period, the eve 

exjperiertced its highest single visitation day 

2009. On Friday, June 8, the 

eve welcomed !7 ,563 visitors, many of whom 

were in town for celebrations on the National Mall 

to commemorate the 1 OOth Anniversary of the Girl 

Scouts. The CVC staff, in particular the Visitor 

Services Division (VSD), successfully accommodated 

tlris high volume of visitors throughout the week of 

June 4. 

The month of .June was also active for the 

CVC Restaurant which experienced two record 

transaction days on June 8 ru1djunc 20. Sales totaled 

approximately $27,000 on each of those days. 

The CVC reached another milestone on Saturday; 

June 23, when it welcomed its eight-rnillionth Yisitor 

since its opening. Overall, the CVC continues to 

welcome ao average of 2.3 million visitors annually. 

Throughout the reporting period, the VSD provided 

wayfinding assistance, shuttle service, and other 

support lor numerous high-profile congressionallysponsored special events at the CapitoL Support 

for these events is discussed in greater detail in the 

Visitor Services Division section of this repmi. 

In a continuing effort to make CVC operations more 

eflicient and effective, C\ rc senior tnanagement 

created a new division called the Planning1 

Evalnation and Operations Division. The mission 

of this division is to lead, manage and oversee 

interdepmtmental operations and budget trmnation 

and execution. Fay Ott, formerly the CVC's 

administrative officer, was appointed the director of 

tltis new division, and she will also provide guidance 

to the other eve di\~sions on staffing and training. 

On a continuing basis, the CVC management 

offered customer service training to all staff_ The 

VSD stalf also was given the chance to sign up for 

two specialized training programs. The Interpretive 

Guide program combines the theoretical foundations 

of the guide profession with practical skills in 

delivering quality interpretive programming to 

visitors. The Interpretive Host program, whkh 

begins in .January 2013, combines customer service 

with informal interpretation and is appropriate for 

Visitor Assistants and Gilt Shop Sales Associates. 

In mid-August, the CVC senior management 

team intensified its efforts to address the CVC's 

organizational challenges identified in the 

Organizational Assessment Survey (OAS). Taking 

advantage of its existing goal team structure, the 

eve senior management assigned each tean1 two 

or three of the focus areas identified in the bAS 

from the categories of flexibility; ethics, rewards, 

innovation~ training~ supervision, resources, 

communication, employee suppmt~ team.work, 

strdte,bric nmnage1nent~ and customer ocieritation. 

In order to accommodate the expanded mission of the 

goal teruns, the teams expanded their membership. 

After d1eir first meetings with the expanded teams, the 

goal team owners reported that the opportunity for 

more frontline staff to participate and contribute has 

fostered a greater sense of teamwork and mvnership 

of the challenges facing the eve. 

Canitol Visitor 
69 


Insert offset folio 78 here 32666A.064

The Visitor Services Division continued to asses~:; 

the efficiency of its own organization, and to this 

end, its senior managers undertook a number of key 

personnel actions. for example, a scheduler was hired 

to manage the daily operadons and special events 

schednles for Visitor Guides and Visitor Assistants. 

Under the guidance of its new director, Carol 

Bcehe, the Exhibits and Education Division (EED) 

in September installed its seventh rotation of 

loaned historic documents and artifacts. Entitled 

"Instruments of Change,'~ this exhibit showcases the 

petitions, investigations, and Acts of Congress that 

affect the lives of citizens and the direction of the 

nation. The CVC Communications and lvtarketing 

Division developed a new brochure to accornpany 

this installation, which has been made avllilabk 

throughout the eve and online. 

The CVC also highlighted some of the items on 

display in the new exhibit during Constitution 

Week, September 17- 21. Throughout the week, 

experts from the Library of Congress and the 

National Archives pro\~dcd short Exhibition Hall 

talks discussing items on display in the new exhibit 

and how they related to the Constitution. EED 

staff and eve volunteers also provided a hands-on 

activity where visitors could create journals about the 

Constitution after having toured the CapitoL 

On April 16, the CVC participated in Washington, 

D.C.'s Emancipation Day cornnwmoration 

activities by offering a 15-minutc Exhibition Hall 

talk presented by stafF from the National Archives. 

Capitol Visitor Center Jtqff were recogni;;..ed }Or a variety qf 

achievements at the ArchiUxt:~ lfonot Au:Jards Ceremon;· in 

Auxust 2012. Ilere, several CVC striffreceiucd a Iiam Awrm!Jnr 

the creation ~f the "!looks and Artifiu'fs 1

' pmgram. 

24 Caoitol Vis1'tor Center Ser:~lannua! Heport 

The talks fm:used on the D.C. Compensated 

Emancipation Act, which war; on display in 

Exhibition Hall. Additionally, CVC sta!T participated 

in a kick-off press conference held by Washington, 

D.C. Mayor Vincent Gray at the African-American 

Civil War Memorial and Museum. 

In July, the CVC welcomed a new addition to its 

Exhibition Hall. The Congressional Gold Medal 

honoring Constantino Bnnnl.di is now on display 

alongside the model of the Capitol Dome. A new 

interpretive panel adjacent to the medal celebrates 

Brurnidi's incmnparable contribution in decorating 

the CapitoL 

On the security front, the Capitol Police Board 

approved a new prohibited items list that took dlcct 

on Aut,rust 20. The CVC ensured that. the new 

prohibited items list was visibly and thoroughly 

rtpresented in all areas of communications, fron1 

exterior signage to tlle eve website, ~[ost itnportant, 

the new· list \vas included in the confirmation letter 

all visitors receive upon rcsef\1ng a tour online. 

The CVC's two Gift Shops were also active during 

the reporting period. clo assist Gift Shops staff in 

addressing operational needs and to provide better 

customer service, in mid.;)uly the Gift Shops changed 

operating hours so that the shops open at 9 a.m. 

rather than 3:30 a.m. This corresponds to the time 

that the first public tour ends and has resulted in 

a rnore eHicient use of the Gift Shops staH's timeduring the morning hours. 

ln recognition of several of the accon1plishnlents. 

noted above, 29 eve staff were recognized at 

the Architect's Honor Awards Ceremony. The 

Architect cited the CVC team and individuals fiw 

their extraordina1y contributions to fUlfilling the 

CVC mission. CVC teanlS received avvards in the 

categories of Product/Process/Excellence, Service 

Excellence, Team Projects, and Small Business. A 

eve team \Vas also recognized vvith the Architecfs 

Commendation i\\vard fOr new education initiatives. 

In 2013, the CVC staff will continue to build on 

these organizational} operational, and educational 

initiatives to fUrther enhance its service to Congn~ss 

and all visitors to the US. CapitoL 
70 


Insert offset folio 79 here 32666A.065

Capitol Visitor Center Operations Summaries- 2009-20 ll 

CVC Operations Summary (April I, 2011, through September 30, 2011) 

ln spring and summer 20 ll, the CVC stalT hired key personnel, expanded educational 

opportunities, developed new iuf(muational matetials, introduced new gift shop merchandise and 

restaurant ollcrings, and continued to make operational adjustments tltat arc all aimed at enriching 

tlJC experience of every visitor to the Capitol. 

As the Visitor Services Division continued to welcome thousands of visitors to the Capitol each 

day, the division welcomed both a nt'w Director and a new Assistant Director for Visitor 

Operations. The Assistant Director [or Operations is an entirely new position \vith oversight over 

both Visitor Guides and Visitor Assistants in an dimi to have a more cohesive Visitor Services 

operation. 

As up to 15,000 visitors entered the Capitol a day during tlte spring and summer of2011, the 

K'l:hibits and Education Division completed the installation of a new exhibit showcasing historic 

treasures related to Congress ;md tl1e Civil W;rr while continuing to develop and reline educational 

programs and activities. In support of these initiatives, l11e Marketing and Communications 

Division developed and designed a variety of ('Onununications materials including brochures, 

bookmarks, flyers, notices, and other publications; ('()Ordinated congressional stall' information and 

training sessions; ;md reached out to the public to share information on signilicant eve 

milestones, educational programs, exhibits, and logistical det<uls. 

The Gift Shops st1ll' completed a successful summer selling: season prompted by sales of.Tuly 4 

<md other seasonal merchandise. New products related to the Cherry Blossom Festival proved to 

he extremely popuhu- with spring visitors. 

11te Restaurant and Special Events Division (RSED), responsible f(>r overseeing the 530-seat CVC 

Restaurant and the CVC's 10 event spaces, continued to successlitlly manage a high volume of 

visitors to tlte Restaurant and the steady demand for the congressional n1{,eting spaces within the 

eve. As of September 2011, the RSED had supported more tlmn 2,500 congressional events 

since the event spaces became available in December 2008. 

The CVC Volunteer Division continued to provide support prhmrrily to Visitor Services stall', hut 

also provided valuahle assist;mec to other CVC divisions. Through September 2011, 71 volunteers 

had given more th;m 7,000 hours of service in a v;rriety of areas htdudhtg way finding, customer 

service, and administrative functions. Now ht its second ye;u·, the Volunteer Prognun has moved 

from a pilot program into an important permanent component of the eve operation. 

The eve stall' rctmuns committed to reviCV\~Ilg: and modifying: operational procedures and 

exploring new opportunities to further enhance the visitor experience to the { I.S. CapitoL 

4 
71 


Insert offset folio 80 here 32666A.066

Administrativdy, the CVC management has established a livc-yc;u· timcline l(>r achieving 

established operational goals. These goals am! related activities arc discussed in detail in the 

L<>oking Forward section of this report on page 15. 

Following are summaries highlighting some of the notable accomplishments and activities of each 

of the eve operational divisions. 

CVC Operations SUID.ID.aiY (October 1, 2010 through March 81, 2011) 

On Febmary R, 20 ll, Architect of the Capitol Stephen T. Ayers, AIA, LEED, AP, announced the 

selection of Ms. Beth Plemmons as Chief Executive Olliccr f(,r Visitor Services at tlw Capitol 

Visitor Center. In this role, Ms. Plemmons is responsible for managing the numerous Junctions 

within tlw Capitol Visitor Center including Visitor Services, Education and Exhibits, Restaurant 

and Special Events, Gill Shops, Audio Visual, Inf(mnatiou Technolo1,>y, Fiu;mcial Administration, 

Training, and General Administration. She routinely works ~v~th congressional and eonnnitlce 

staffs, the F.S. Capitol Police, and others reg-;trding the goals and rt:quiremcnts associated with 

providing a w;nm and welcoming guest experience at the l 1.S. Capitol. 

\Vith a new CEO in place, all eve divisions were able to f(JCUS Oil their specific missions. As the 

Visitor Services Division continut.·d to welcome visitors and accommodate tours of the Capitol, the 

Exhibits and Education Division continued to develop <md refine educational programs and 

activities, ;md created new website content aimed at making the treasures in Exhibition Hall more 

accessible to the public. In support of lht:sc initiatives, the Communications and Marketing 

Division developed and designed a variety of communications materials including brochures, 

Hyers, notices, ;md other publications; coordinated CO!li,>Tessional stall' inlom1ation sessions; and 

reached out to the public to share inf(mnation on significant eve milestones, educational 

programs, exhibits, and logistica I details. 

The Gill Shops stall completed a succcsshii winter selling season prompted by sales of holiday 

ornaments ;md other seasonal merchandise. In early spring 2011, the Gift Shops experienced tl1eir 

highest sales on record as new products related to the Cherry Blossom Festival proved to be 

extremely popul;n· with spring \isitors. 

The Rcstaur;mt and Special Events Division (RSED), responsible for overseeing the 530-scat CVC 

Restam~mt and the CV C' s l 0 event spaces, continued to successfully manage a high volume of 

visitors to the Restaurant and the steady demand for the conl,'l'cssional meeting spaces within the 

C\'C. As of Mm-d12011, the RSED had supported more than 2,000 congressional events since the 

event spaces be!'mne available in December 200R. 

Lastly, the CVC Volunteer Di,·ision continued to provide support primarily to Visitor Services 

stall; but also provided valuable assistance to otl1cr eve divisions. Through March 201 I, 

volunteers had given more lll<lll 4,700 hours of service in a variety of areas including waylinding, 

customer service, ami administrative functions. Now entering its second year, tl1c Volunteer 

Program has moved from a pilot progrdm into an impOit<Ult pcnnanent component of lllC eve 

operation. 

4 
72 


Insert offset folio 81 here 32666A.067

Despite these successes and more than two full years of operational experience, the CVC stalf 

remain com-mitted to rcv~cwing and modifying operational procedures and exploring new 

opportunities to !luther enhance the ~sit or experience to the { LS. Capitol. 

CVC Operations Summary (April!, 2009, through September 30, 2009) 

By late September 2009, afkrjust ten months of operation, the Capitol Visitor Center had welcomed 

more than two million ~sitors; a pace of visitation that is double that of recent years. Yet despite 

accommodating twice as m;my visitors to the Capitol, the average time a visitor waited to enter the 

eve continued to be only six minutes - a dramatic decrease from the two-to-three-hour wait period 

during peak periods in past yc;m. 

\Vorking closely with Members of Congress and eongTessional stalf, the Visitor Sernces Division 

stall· implemented modifications to procedures to enhance their ability to promptly accommodate 

tens of thousands of tour requests received from CongTessional o!Tices, partimlarly through the peak 

spring ;md summer sc;L~ons. 

As tlte Visitor Services Di~sion continues to improve its operational cl!icicncy, the Rxhihits and 

E.dncation Di~sion continued its c!Iorts to develop progr.uus and activities aimed at enriching each 

v~sitor's experience during their visit to tlte Capitol. In suppot1 of these operational and educational 

initiatives, the eve Couummieations &. Marketing Di\ision developed a variety of communications 

materials including brochures, Hyers, notices, and other publications; coordinated Congressional staii 

information sessions, and reached out to media outlets to publicize CVC milestones, educational 

programs, and exhibits. 
73 


Insert offset folio 82 here 32666A.068

First Semiannual Report Submitted by the Capitol VISitor Ceuter 

Following is the Capitol Visitor Center's first submission of a Semiannual Report to the Commillcc 

on House Administration and the Senate Rules Committee in May 2009, This initial report did 

not include an Operations Summary. However, it did briefly describe the bi-cameral planning 

involved in the start-up of the facility and touched on the key challenges the eve team laced while 

implementing a completely new tour entry process l(>r the {.i .S. CapitoL 

For this written testimony to the Committee on !louse Administration, the "Background" 

information and much of the other ori~;~nal text from the first Semiannual Report has been 

included to help recall the scope of activities necess;u-y to effectively and ell'icicntly open the 

Capitol Visitor Center to tlrc public. 

CVC Semiannual Report (December 2, 2008 through April30, 2009) 

Background 

In 2002, during the early construction phase of the Visitor Center, the Architect of tl1c Capitol 

hired an independent consultant to develop a comprehensive operations plan to prepare the 

Visitor Center f(>r its opening to tl1c public. 

In 2()(),t, as operational planning continued, tlrc Senate Committee on Rules and Administration, 

the l T.S. House of Representatives Committee on l louse Administration, in conjunction with the 

Capitol Preservation Commission (which \Vas overseeing the constt1rction of tl1c Visitor Center) 

;md Con~;'rcssionallcadcrship began work to establish the governing policies for the Visitor Center. 

Toward this end, multiple sessions were held to address the foundational goals, principles and key 

decisions npon which to base operations phuming !(>r the t;Kility. Attending the sessions were binuneral, bi-partisan, stalf representing the Capitol Preservation Commission, the Senate and 

llousc Scrgcants-at-Anns., the Senate and IIousc A_ppropriations Conunittccs, the Sccrctal)' oftl1<.: 

Senate, the Clerk of the House, the Scmte Committee on Rules and Administr,rtion, the 

Committee on House Administration, ollices of both the Senate M<\iority and Minority Leader~s, 

tlre ollice of the Speaker of tlre f Iousc of lkpresentatives, tltt' Chief Administrative Ollicer of the 

House of Representatives, ;md the An·hitect of the CapitoL Bi-<·ameral staff representatiu:s of 

botl1 majority and minority leadership also participated in the sessions. 

Parlicip;mts at tlrc planning sessions reached consensus on numerous issues ami established an 

ovcJ<UThing operations philosophy and guidelines l(n· operational decisions. \Vith tlrc ongoing 

guidance of its Congressional partners, the Visitor Center working group rigorously upheld these 

principles, guidelines and decisions to prepare a comprehensive plan. 

As phnming dl(nts continued, the Architect of the Capitol hired the Chief Executive Olliccr l(>r 

Visitor Services (CEOVS) in September 2007. As a primary initiative, the CEOVS compik:d ami 

crystallized the goveming policies and operational procedures f(Jr the Capitol Visitor Center into a 

repmt entitled, "Report on tl1e Implementation of CVC Operations Decisions," whkh was 

submitted to Congressional leadership in November 2007. Along with all operational 
74 


Insert offset folio 83 here 32666A.069

componenL~, the rcpmi addressed the integmtion of the U.S. Capitol Guide Servi{'C into the 

Capitol Visitor Center and nuder the purview of the Architect of the Capitol. The transfi:~r. which 

occurred in the fall of 2008, ensured that all Visitor Center stall' would be governed by the s<une 

personnel policies, thus facilitating the eflcrtive management of Visitor Center stalfand the day-today operations of the facility. 

vVith an operations plan in place, and as the hiring of personnel to run the Visitor Center 

continued through the summer of 2008, Visitor Center management began to de.vclop plans to 

analyze the theoretical policies and procedures of the facility through a comprehensive "test and 

adjust" process. 

Test and A<fjust Process 

On October 17, 2008, six weeks prior to the offi\ial opening date of December 2, 2008, the 

Visitor Center invited g11csts to pa1ticipate in a "test and adjust" process. Tltis process would allow 

operations stall' to observe procedures in action, and to ;unend them as needed, prior to 

welcoming visitors to the facility. 

Approximately 17,000 guests participated in the exercise, and the usc of this smaller population 

allowed the Visitor Center stall' to f(Kus its assessment. Valuable insight was gained on issues such 

as: emergency procedures, directional signag'C, tour line locations, l(>od service operations, 

employee training requirements, ;md other operational components. Of particular importance, 

Visitor Center stall' learned the value of remaining flexible in order to adapt to a variety of 

unplanned situations such as emergency evacuation drills and elevator outages. 

Approximately 85 percent of the visitors surveyed sta.ted that, overall, the Visitor Center met or 

exceeded their expectations. More than 70 percent praised the orientation Jilm ami the Exhibition 

Hall and its educational opportunities. 

'l11C oflicial test ;md a<\just period ended on the date of the opening of the facility. However, 

during the first few critical months after opening, the Visitor Center stall' has continued to observe 

the impact of operations, while attending to a full complement of visitors, and to review and amend 

its procedures and actions to meet the demands that have arisen. Due to these actions, the Visitor 

Center staff has been able to successfully accommodate all visitors to the facility - \vith very short 

waiting periods, if any. As daily visitor counts have often ex\ceded 15,000 persons during the 

spring season - an action which may continue through the summer months -- and \vith the infusion 

of the remaining employees required to liilly staff the facility, Visitor Center staff will continue to 

test all of the policies and procedures that govcm the operation of the facility. 

Operations 

In mid-May 2009, allerjust5 '12 months since its doors opened to the public, the Visitor Center 

welcomed its one-millionth visitor. Less than half of that number of visitors were d(){~nmented 

entering the Capitol during tht· same period one year earlier. Between March and April 2009, 

Visitor Center stair welcomed an average of 15,500 visitors a day, and on a rainy day in early April, 

they greeted a record 19A73 visitors. In past years, that number could have resulted in visitors 

waiting up to lt)llr hours outside in the elements, or in one of the tunnels from the Congressional 
75 


Insert offset folio 84 here 32666A.070

ollicc buildings. Due to the Visitor Center's !,'Tcatly exp;mded screening zone, the average visitor 

wait outside the facility is now, on a\·cragc, approximately six minutes. 

Visitor Services 

As crowds of visitors pour through the Visitor Center's doors every day, the Visitor Services team 

is attentive to their needs ;md dedicated to providing all visitors with a high quality experience. 

The Visitor Center stall' also work directly with Members of Congress and tl~eir stalls to 

otcconunodate and enhance constituents requesting tours of the Capitol tlmmgh their oflices. 

The Visitor Services team worked diligently through the peak tourism period in early spring 2009 

to accommodate all publi(· and Congn~ssionaltour requests. As a result of the measures t;lken by 

Visitor Services, rarely did a group of visitors wait longer th;m 20 minut.es for a tour of the Capitol. 

Despite these early successes, tlu; Visitor Center team rcCO!,'llizes that it is still in its early phase of 

operations, and will continue to modi!)· ;md reline its policies and procedures in conjunction with 

its Congressional partners in the House and Senate. 

Since the opening, the Visitor Scn~ccs tcmn has also provided support for a vm1ety of 

Congressional events including the Presidential address to Congress and ceremonies such as tl1e 

unveiling of the bust of Sqjourncr Tmth on April 2R, 2009. Most uotably, the team provided 

outstmrding support in manag-ing the record crowds present lor the Presidential Inauguration on 

Janum-y 20, 2009. 

Educalion and Programming 

The Education stall' have developed a range of educational oHcrings in the Exhibition Hall to 

rellectthe rich diversity of the history of Congress chronicled in the Visitor Center exhibition, E 

P/wilms Unum: Out o[J,fan,v. One. Currcutly, visitors can participate in sho1t tours ofl<~xhibition 

Hall, which f()('US on the evolution of the country, Congress, and the Capitol. 

E Plunbus Unum: Out o[JI/fany, One, is a permanent display which celebrates tl1e rich history of 

democracy in the l initcd States and the { lnited States Capitol. It conlx'lins more th<nt 150 artiliKts, 

including 18 documents li·om the Library of Congress and the National Archives, which arc 

displayed with interpretive labels. J;rcsimilcs, photographs, and models to encourage the visitor 

educational experience. E Plzmlms flnum: Ow of';lfany One, provides the visitor with a 

comprehensive overview of Congress as it is tltc only exhibition in the counll'JI dedicated solely to 

the story of Congress and the Capitol. 

The main kature of the exhibition is a marble wall running the length of the gallety, anchored in 

the center with a 1/20"' scale, touchable model of the Capitol dome. Flanking the dome model on 

eitl1er side arc six I hematic sections with inset cases for the display of items. 

Some of tl~e displayed documents arc original mrd sensitive to light exposure, th(~rclorc they arc 

periodically removed and replaced f(>r preservation. This "rotation" process occurs every six 

months which allows l(>r the infusion of new documents relative to the ovcrarching theme. The 

Visitor Center succcssf1rlly completed its first litll rotation in April 2009 with the installation of 55 

documents. 
76 


Insert offset folio 85 here 32666A.071

Compkting the visitor experience in Exhibition Hall are two terH1tinute films on the House ;mel 

Senate presented in small theaters. There arc also six videos that highlight l<mdmark lq;islation, 

and another video, which presents notable events that have occurred in the United States since 

l97fl. Twenty touchscreen viewing stations provide a variety of interactive programs for visitors, 

including a vittual tour of the Capitol, and a quiz where visitors can test their Congressional 

knowledge. In all, the Capitol Visitor Center exhibition provides the visitor with an enriching and 

infommtive experience. 

Special Events and Restaurant Services 

The Visitor Center Hestaurant and Special Events Division suppotts the food service operations 

and the myriad of special events that occur within the Visitor Center's event spaces. 'While the 

Visitor Center doses to the general public at tk30 p.m., Congressionally-sponsored events can 

occur from early morning until 11 p.m. The Congressional Auditmium, with a seating capacity of 

iJ.50, is the largest of the event spaces, and is used almost daily for a variety of functions. In less 

than six months of operation, the Special Events team suppottcd more tha11 'J.OO evt~ng in the 

Visitor Center, and will support several hundred more events scheduled through early summer 

2009. 

'l11c Restaurant team also oversees the contractor that operates the Visitor Center Restaurant. The 

500-scat restaurant oilers a \~rricty of food choices that re!lcct the diverse bounty of the country. 

The rcstaur.mt continues to receive ltigh marks for food quality and customer senice. On st,veral 

occasions during peak visitation periods, the restaurant has reached its tl!ll capacity; a robust pace 

of customers is expt,ctcd to continue throughout the year. 

Gift Shops 

The Gilt. Shop team researches and locates unique keepsakes and high quality gift items, which are 

featured in the Capitol Visitor Center's two gill shops. Located on the Visitor Center's upper level, 

the North and South gi!i shops sell books, DVDs, jewelry and scarves, Capitol collectibles, prints 

;md posters, adult and children's apparel, and educational toys and games. Each item is related to 

the U.S. Capitol or Congress, including reproductions of artifacts in the E.xhibition Hall or art and 

ardlitccture in the Capitol, and books about the workings of our representative democracy. 

Congressional appropriations provided the start-up limds to purchase the gilt shops' inventory. In 

the first six months of operation, both gill shops have experienced strong sales and the proceeds 

arc, by statute, deposited into a newly established revolving fund account desigr1atcd t<)r the Visitor 

Center at the { fnitcd States Treasury. Some of the proceeds have been used to restock depleted 

inventory. 

Information Technology and Audio VJSUal Support 

The Visitor Center employs various technology sources in the operation of the facility, An 

automated telephone system is used to provide \~sitors with tour infommtion and processes. The 
77 


Insert offset folio 86 here 32666A.072

Gih Shops record transactions on its point-ol~saks system amltedmolo1IY is required to operate 

the orientation theaters, Exhibition Hall theaters, touch screen interactive displays, and visual 

signage. Audio headsets arc also used to conduct tours. To opn~1te and service the varied 

tedmologics, the Information Tcclmolot,'Y and Audio Visual teams provide services to each 

al1ccted department and also service the needs of Congressional-sponsored events held in the 

Visitor Center event spaces. 

Communications 

As the entrance to the Capitol, the Visitor Center, through its Communications stafl; provides 

valuable in[(mnation on Congress and the Capitol to the public. The Conununications team 

operates the Visitor Center \Vebsite, develops brochures, press kiLs and, external and intemal 

releases. The Communications staff arc also a conduit of inh)fmation to Cont,'!Tssional olliccs. 

Congressional Historical Interpretive Training Program 

Prior to the public opening, Visitor Center tr.1ining stall developed the Congressional Historical 

Int('q>retivc Progr~un (CHIP) to assist Congressional st;llT leading tours of the Capitol with the tools 

necessary to present consistent, compelling, ;md accurate tours. At the same time, tbc training 

provides staffers valuable understanding of lifc·sa!Cty and evacuation procedures and Visitor 

Center logistical processes. 

More than 2,200 stallers participated in CHIP and strong attendance is expected to continue 

throughout the year. Equally important, U1e stallcrs who have p;uticipated in Ute training arc more 

limilliar with the Visitor Center and arc better prepared to share its many amenities and 

educational opportunities with constituents. 

To accommodate congressional stallcrs, both a one--day training program ;md a two-day training 

program were developed. The one-day progr~nn prm1des basic training to lead tours of the Capitol 

and teaches emergency procedures and evacuation routes. The two-day prog= has a similar 

curriculum but also prm~des in·dcpth historical training. and includes presentations li'om 

congressional curators and histm~ans. 

The training stal1' has continued to evaluate ami refine its ol1erings, particularly in light of the time 

constraints expressed by cont,'Tessional olllccs, and is exploring ways to make the training more 

cll'cctivc to llrrthcr facilitate congressional stafl' participation. 

VISitor Center StlffTraining 

StalT training is critical to the success of the Visitor Center. All Visitor Center stctlTwerc trained to 

properly represent the Capitol and CongTcss with the utmost courtesy and pro!Cssioualism. The 

training of the Capitol Guides, Visitor .'\ssistants and Gill Shop personnel is especially critical as 

they arc the "ti·ont-linc" ambassadors l(>r the org<mizalion. 

Tour operations arc managed by the Visitor Services dcp;u·tmcnt of the Visitor Center. Visitor 

Center management is keenly aware that the success of the hlCility is measurt,d, ultimately, by the 

quality of the visitor's experience. This experience was directly related to the visitor's interaction 
78 


Insert offset folio 87 here 32666A.073

with Visitor Services through its Visitor Assistants at the CVC entrances, lnf(mnation Desks, and 

Orientation Theaters; and the Capitol Guides who lead visitors on tours of the Capitol. 

Recognizing the nilicalneed lor quality visitor-to-staiT interface, the Visitor Center training stall' 

developed a two-week filii-time intensive training program f(lr Capitol Guides and Visitor 

Assist;mts. The training was focused on enhancing Visitor Services stall' members' ability to be 

proJt,ssional, accurate, courteous, dynamic, resourceful and energetic. The training indudes 

seminars on Capitol and Congressional history, emergency preparedness, visitor etiquette, 

accommodating persons "~th disabilities, public speaking, and a lull army of other educational ;md 

behavioral topics. Additional seminars and training opportunities were ollcred throughout the 

year, and personal study is strongly encouraf,>·ed. 

Further, recognizing the relative unfamiliarity of the Capitol Visitor Center, not only to \~sitors but 

to the 20,000 employees on Capitol Hill, all Visitor Center personnel participate in a full day of 

orientation training, which includes an emergency preparedness component, to ensure their ability 

to respond calmly, quickly and efliciently to any situation that arises. 

Advance Reservation System 

The Visitor Center team contracted the development of an clfi<·ient and user-friendly Web-based 

system to schedule tours of the CapitoL 'l11is "Advance Reservation System" (ARS) allows greater 

opportunities for constituents and other visitors to schedule tours. The fixed schedule of tour times 

makes possible a steady inllux of visitors to the Capitol, which assists with security control, and 

allows a distribution of tour passes to constituents and visitors throughout the day. This updated 

process also allows visitors to plan their activities in advance by having a guaranteed lime lor their 

Capitol tour; and bcilitatcs Member offices assisting conslituenL-; with planning their visit to the 

Capitol. 

As a \Veb-bascd system, ARS is available at all limes ;md, in its first six months of operation, tl1e 

public and Member olliccs have successftllly scheduled thousands of tours. lntcmational visitors 

arc also able to easily plan their visit to the Capitol through the ARS system. 
79 


Insert offset folio 88 here 32666A.074

Capitol Visitor Center - Visitor ( 'ommcnts 

'llre Capitol Visitor Center receives hundreds of comments li·oru visitors each year through its 

website. Visitors \\Tile most of1cn about their tour experience. Following is a sampling of 

comments received from January through early May 201R. The commc!lts <li'C a testament to the 

passio!l a!ld dedication eve employees have in li!llilling their mission to "infonn, involve and 

inspire eYery visitor to the U.S. CapitoL" 

I want to thank you f(>r providing such a lovely tour of the Capitoll(,r the students at LudlowTaylor elementary. In an era of video games and smart phones, children can of1en be easily 

distracted. Not the case \\~th your tour! The reviews I heard from the children were incredible. 

They were engaged, excited and couldn't slop talking about what they had lcamed. 

Most importantly, the children now feel comK·ctcclto the legislative process, in a way that they 

were not hd(,re. Many of these children live just blocks ti·orn the Capitol, yet have never even 

come dose to it. Your lour provided them access they would not have had otherwise, ;md 1 hope, 

cncour<ti,>cd many of them to become even more c•wrgcd in our free republic and all that it all(mls 

each one of us. 

So, thank you again l(>r making the children feel so welcome. It warms my heart to know how 

much lime you took to make sure the dtildrcn had a wonderful Capitol tour experience. It 

exceeded cve1yonc 's expectations and f(n· that, I am so gratcfiiL 

\Varm regards, 

Kimberly Halkctl 

Greetings, 

I ;,-Jntcd to f(rllow with some comments alter my 

Capitol tour last week. My wik ;md I ami our f(mr 

young daughters were paired with Sh:mc Edwards. 

[n short} he vvas excdlent...kinct considcr.llc, 

knowledgeable, and liumy. He really put such a 

positive stamp on our visit to \Vashington, D.C. A 

telling bit of evidence is testimony li'Oln my 5 ye;u· 

old, who said that the Capitol tour mrs the Elvoritc 

part of our trip. It heal swimming in the hotel pool, 

airphmcs, icc crcan1, n1uscuJns, etc. Pretty 

impressive. Th;mks to Shane lor putting such a 

good lircc on our government and making us fCc! 

sowckon1c. 

Ed Blough 

Visitor Guide Shane Edwards 
80 


Insert offset folio 89 here 32666A.075

Our group visited the Capitol on January 12 and we wanted to thank Nora O'Hcilly lor a 

thoroughly eryoyablc and educational experience. \Vc found Ms. O'Reilly to be knowleclgeahle 

;md engaging- a !,'Teal representative of our nation's Capitol and your Visitor Services Division. 

Kudos! 

Tino & Cindy Kokkinos, Bethlehem, Pennsylvania 

To whom it may conccm, 

Please forward this email to Jeremy Blackman's Supcn~sor. I came to the Capitol this alternoon 

f()f a tour. I was fortunate to end up with Jeremy's group. He was excellent. Not only professional, 

articulate, and knowledgeable, but he has a great S<'ilSC of humor that makes a tour like tltis very 

CI\jO}~lblc. I just wanted you to know that he's Very Good at what he docs and an employee you 

nct:d to try to hang onto. He's an asset and very talented. If all of your tour guides arc like him, 

then my experience today is giving me a 'new !(mud love l(n· our govemmcnt.' 

All the best, John Cohan, Boca Raton, FL 

I wanted to take a moment to cx1cnd my gmtitndc 

lor a recent experience at the U.S. Capitol. My 

mother and I visited on December 21" and had 

the pleasure of taking a tour with Ms.]<met 

Clemens as our guide. Not only was she highly 

knowledgeable, she did a fantastic job With a · 

somewhat challenging gronp. Though not all 

participants were eager to follow the courtesies 

asked, Ms. Clemens redirected with 

prok,ssionalism and an interest in making the tour 

meaningful for all. It was a wonderlitl experience 

;md Ms. Clemens should be commended for her 

work each day, bringing knowledge to the many 

\~sitors she sees in an cflicicnt manner. 

Please feel fr-.,e tn contact me should you have any additional questions 

or seek more infonnation regarding our visit. 

Bridgett L. Brookbank 

Ladies and Gentlemen, 

Visitor GUide Janet Clemens 

My family attempted to secmc multiple tours {\Vhitc Honse, Capitol, FBI, Supreme Court, etc.) 

tlm)llgh our Congressional of1iccs prior to our visit to vVashington, D.C., during the week after 

Christmas. \V c were highly disappointed to !cam that most agencies eitl1er dose or do not nm 

tours during that timclimnc, hut we were excited that we were, in tact, granted a Capitol tour. 
81 


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On Dcccmh(T 2R, 2017, as visitors were being processed l(n· th(' tour, we were inslmcted to sdcct 

one of three tour lines. \Vc randomly selected line I and had the good f(>rlmK of having Mr. 

Matthew \Vong as our tour guide. Mall's command of the sullicct matter \vas obvious, ami we 

cqjoycd the tour immensely. 

\Vc believe Matt to he an cxcmplatT employee and au outstanding ambassador fix your agency, 

and it is my sincere hope that you will rcCO!,'Itize him f(H- his outstanding work, his generosity, and 

his tremendous kindness toward our liu11ily. [also hope you "ill retain this message and usc it in 

support of opportunities f(>r !itrthn recOI','Itition or promotions f(>r which he may be eligible in the 

litturc. Thank you f(>r your consideration and lix allowing us to recognize Matt for a job extremely 

well done!! 

Trish Biddix, Tucson, AZ 

I just wanted to take a moment to inform 

you of how delighted we were with our guide 

during our tour of the Capitol yesterday, 

April 26, 2018. Kathleen WJ.S incredibly 

eHg-dl,>lng, in particular considering she wa.> 

working with some skcp-deprivcd 13 year 

olds. She \VJ.S fuHny and nmrn a1td 

inlom1ative. I watched the lares of my 

students as they listened to her, and they 

were quite captivated. Quite a l(,w of them 

talked to me allcrwanls about how much 

they had cqjoyed listening to hcT and 

interacting with her. They felt valued, and 

they were definitely educated and entertained hy the experience. 

KathlceH was truly one of the highlights of our trip to DC. 

Mark Honcyrmm 

Visitor Guide Kathleen Gary 

My four daughters and I did a Capitol tour on i\1onday morning, Jan 15, with Alyssa \V;mick. I 

made a point to tell her personally how much I CJ\ioycd her lour. I wanted to take a moment to 

pass along my appreciation to you as wdl. She had such energy, enthusiasm, knowledge, and 

humor. She WJ.s the best tour !,'Itide I've had at the Capitol so !in·. She encouraged questions, 

answered any question presented, and was full of great inf(mnation. I hate that I misplaced her 

card, because I would have made a point to ask for her when I tour again (I like to bring family 

when we visit D.C.). I know people arc quick to \nitc with complaints, hut I wanted to make a 

point to take the time and acknowledge the gTcat work she docs. The Gray girls li·orn \VV 

appreciate it! 

Thank you for having such &treat stalT. 

Sandy Gray, \Vest Virginia 
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Insert offset folio 91 here 32666A.077

I would like to recognize the gn:at peri(mnanec by 

one of your Capitol tour guides, whuyellen 

Bradford. My wile and I travel extensively, and 

we've had the ti:nitmatc opportunity to he on many 

tours. My wile and I both agreed that Ms. Bradford 

would rank among the top tour l,'ltidcs we have ever 

had. It's great to sec such enthusiasm lor the job and 

her desire to share the rich history of the l T.S. 

Capitol. Please hdp us by letting Ms. Bradford 

know what a gTcat job she is doing! 

Th;mk you, 

Tom and Chris May 

Visitor Guide Maryellen Bradford 

Tlris past Friday,Janu;ny 26, l chaperoned a group of 17 Girl Scouts from Silver Spring, MD, and 

we were so vc1y lucky to be assigned Mr. Aaront l<x our large and not always so easy group of 9-

year-old future leaders. Mr. Aaron! was amazing: He exhibited the rarest mix of deep suhjcet 

matter knowledge, patience and chann, wit and patience and ovcraU fun • so much so that all the 

girls were captivated by his stories, were attentive d1c entire time of the \~sit and leamcd a lot. As a 

lather of 2 myscll; I was truly in awe at seeing such a young man being so good, smart, and patient 

''~th children. We need to done Mr. Aaront and distril)ute his clones all arom1<l the world! 

Sincerely, 

Andrea Limauro, Silver Spring, MD 

Hello, 

My wile Radtelle and I visited dtc Capitol last 

Saturday,Janmrry 27,2018, at around .3 p.m., and 

right away at d1c Visitor Center we were greeted 

hy visitor services division employee David Linn. 

He was so nice and helpful to us. He .immtxiiatcly 

looked at ns and said 'hello, welcome to dtc 

Capitol Visitor Center, what can I help you "4dl." 

He helped us by giving us a map of D.C. & 

showing us good memorials to \~sit as well. It's 

rare to lind customer scn~cc like that these days. 

You can tell d1at David Linn loves his job. He was 

so rcspcctfltl to us. I wanted his superiors to know this! 

\Vhat a great experience we had being at the Capitol and the \Vhitc House 

Visitor Guide David Linn 

<mel the monuments in \Vashington, D.C. Uul(>rtuuately, we were not able to see the Senate 

chan1bcrs in the Capitol because we arrived on a Saturday; however, the rest of the building \vas so 

awesome. \>Ve hope to one day !!t't passes to sec d1c rest of the Capitol, Senate chamber, etc. \Ve 

"~II definitely he back to visit. Thank you! 

Chris Naples 

4 
83 


Insert offset folio 92 here 32666A.078

\Ve visited the Capitol last Saturday ami were so impressed with each interaction. Our tour f,'ltide, 

Nicholas Oristian, was cxtmordinary and we lc<mted so much. Initially, we were met by David 

Linn, who greeted ns like friends and welcomed us to the CapitoL I am in a whcekhair ;md he was 

especially hclpfnL.Tust before the tour, he stood bcli>rc the gmup and explained about voting rights 

with passion. \Ve had never heard it explained like he did. I.<lter, alter we completed the tour, we 

ran into him again, and he stopped and asked us how we liked the tour. \V e never expected to be 

treated so well. Thank you for a wonderful experience we w~ll never liJrgct 

Eli7abeth Fannin, Ocala, Florida 

Dear Capitol Visitor Center, 

\Vhen we planned our visit to \Vashington, 

DC, the thought of visiting the Capitol did not 

enter our minds. \Ve had an incredible tour of 

the \Vhite House and really did not think 

anything could compare. As we walked dmm 

the Mall, we took some pictures in front of the 

Capitol and asked a Capitol police o!licer if we 

were allowed to enter. lie directed us to the 

Visitor Center and within a few minutes we 

were in the theater vic•ving the wekomc 

presentation. l T pon exiting, Dan Pearson 

approached us and asked that we join his 

!,'roup. He was amazing. His personality was 

outgoing, entertaining and inf(mnativc. I can't 

remember a tour we have taken where we 

eqjoycd our time so much. It was a 

disappointment when it came to the end. Mr. 

Pearson grdciously stuck around to answer any 

follow-up questions we had in great detail. He then ~rave 

Visitor Guide Danny Pearson 

us detailed instmction on how to visit the gallery. Our noon picture opportunity ended that 

evening at 8:30PM as tl1c House a<ljourncd. \Vhat a wondcrfid day! I can only imagine that Mr. 

Perrson is considered a great asset to the Capitol stall' and receives many compliments. He is 

certainly the topic of conversation when we boast about our day at the { r.S. Capitol. Thank You 

Capitol Visitor Center and thank you Mr. Pearson. 

Sincerely, 

Hugh and .Jacqueline Knefd, Tonganoxie, KS 

I just wanted to write a letter to commend two of your educational stalr members. On Saturday, 

February 8, a li~end and I were wafking around the exhibit area .. '\s we were looking at d1c table 

used at Lincoln's inauguration, Matt and Mary Beth saw I was confused about something and 

stepped in to daril}-. They tl1en spent the next 30 minutes telling us all the ins and outs of tl1c 

Capitol. They showed us their liworitc exhibit pieces awl gave us information that would not haw 
84 


Insert offset folio 93 here 32666A.079

been readily available otherwise. They did an exceptional job, ;md made it a truly wondcrlhl 

experience. Y'all made my day, and I am definitely coming hack. 

Sincerely, 

Cynthia Nichols, Ph.D. (History Nerd Extraordinaire) 

Hello, 

Having taken the Capitol tour for seven years 

now, with my lifth grade class, I wanted to let 

you know that Carrie Gallagher has far out 

pcrfonncd any docent. She was very engaging 

not only with the students hut »ith the parents 

as well. The vast wealth of inl(mnation has 

consistently been great, but Carrie went well 

above her mark and tailored her speeches ((>r 

our Kentucky students. She had tl1e kids role 

play with the pairings in the Dome, she 

interacted more tlnn ever with the statutes, 

and my class responded greatly witl1 her. If 

there is some sort of accommodation or 

a~\"ard, Carrie Gallagher needs the recognition! 

I was highly impressed today with her overall work. 

Having taken seven groups along witl1 my own family 

numerous times, hands down she is tlte best yet! 

Chris Camuel 

Visitor Guide Carrie Gallagher 

I .ast week we visited both the Pentagon and the [1.S. Capitol Visitor Center; two icouic buildings 

and two completely di.IIerent levels of service. From the moment we arrived to tl1c Visitor Center 

we were welcomed. \V e arrived early ;md were immediately accommodated to have our tour 

brought forward. (At the Pentagon we were lett outside until the precise time!) \Ve thoroughly 

e1tioycd tl1c short lilm, which set tl1e scene lor the tour al1ead. 

\Ve then were introduced to Erin Ammon, an excellent tom guide, who pitched it at just the right 

level to ALL in her I,'Tonp. She made tl1e inli>rmation interesting, exciting, and encouraged 

questions from all and was extremely knowledgeable. (At tl1e Pentagon the tom guide rushed us 

through and didn't engage at all with his I,'I'Ollp of 5!) \Vc were encouraged to stay and explore tl1e 

Visitor Center, and as were we interested in the Magna Cuta, Erin personally took us back to view 

alter the lour ended. (At the Pentagon we were shown tlte exit!) I do understand that the two lours 

arc diflcrcnt but tl1c levels of service we encountered were so vast, wt' just had to email your Center 

to express our th;mks. Please do pass on our gratitude to Erin Ammon. She made this visit a 

highlight to our trip to \Vashiil),>ton, D.C. 

V cry hcst wishes, 

Sue Calli stan. London l 7K 
85 


Insert offset folio 94 here 32666A.080

To \Vhom It May Concem, 

I just w;mted to olfcr some positive comments regarding my tour experience \ia the Capitol Visitor 

Center during my week of governmental meetings in D.C. last week. My husband and I arrived in 

the Capitol tour area just bcl(>re the last tour of the day was about to commence. St;mding at a 

distance and not knm,~ng tlw tour procedure, we thought we were about to miss the tour when one 

of your >\Hides, Roberta Chapman, saw us and quickly ;md kindly secured two more tickets li>r us 

and escorted us into the tour group. 

During the tour, Roberta was very engaging and knowledgeable ;md overall did an cxcdlcntjoh of 

representing tl1c history and gTandeur of our nation's beautiltil Capitol Building. Please pass on 

these comments as appropriate and give Roberta our thanks and best regards. 

Sincerely, 

Debra Collinan, Sugar Land, Texas 

I wonkllike to commend Charmise Jarkson [(n· an cxrdlrnt 

tour of the l'.S. Capitol Bnilding today. I was a member of the 

group Channise led at I 0:20 and could not haYc been more 

pleased "~th my experience. She is obviously quite 

knowledgeable bnt also demonstrated good humor, 

tl10ughtli!lness ;md a considerable ability to eng"<~ge with the 

gToup and maintain everyone's allention. I thoroughly el\joyed 

the morning and hope that your Di,~sion recognizes Charmisc's 

gills and talents. 

Sincerely, 

Elimbcth Kunnan, Indianapolis, IN' 

Capitol Visitor Center, 

Visitor Guide Chormise Jackson 

\Ve feel compelled to write in praise of.lolm Hich;mlson who guided our tour of the Capitol. John 

maintained the interest of .~0 sixth f(mn students !rom Prince Henry's High School with great 

knowledge and a warm and gcncmns personality. He answered their questions showing that he had 

a great rapport ~\ith them. \Ve hope that you will pass on our thanks. 

Clare \Vebh,John Martin andJ;mdc Tozer 

:Vly girlfriend and I toured the Capitol \\~th Sarah Pcct today. She had a command of facts tl1at 

made it oll\~ous that we were only getting the tip of the iceberg of her knowledge and that she 

could have gone as deep as anyone in our !,>roup would have wanted to go. That said, she packed 

an amazing amount of infimnation into a short tour. 

I served as a volunteer docent on a historic lightship in Oakland CA [(>r many yc<U'S so know 

from whence I speak. I ICc! like an amatcur compared to her. She also really seemed to cqjoy 

her work, which made the tour more tim for cvnYone in our group. 

7 
86 


Insert offset folio 95 here 32666A.081

Thank you for &<ivir~g her the latitude to he herself~ and make the tour her own. \Vc won't soon 

forget it and when I get my next volunteer gig, (likely on the USS HORNET aircrall CatTier), 

I'm going to study well ;md let my joy shine as she did. 

Joe Blackett and Janet Rogers 

I,ast Thursday I brought a group of students from Ilmrston, Texas to tour the CapitoL The 

building itself was impressive but what impressed them most was the wonderliJ! tom given by Janet 

Clemens. Her choice of commenl> kept the group engaged. 

The day bcf()rc the students had visited the Supreme Court and were eager to sec the old Supreme 

Court while in the CapitoL \Vhen we asked her about this space toward the end of the tour, she 

clcatly explained why it was not included in the rotation that day due to high visitor volume. She 

then proceeded to check if it was possible to add this room to our lour. The studenl> were 

delighted with the accommodation ;urd I appreciated Janet's scrvice-orient<'d nature. I have taken 

quite a few student groups to the Capitol atl<l this was by lar one of the best. 

AnnBnrke 

Director, Academic Scminars{l'hc \Vashington Center for Internships & Academic Seminars 

Dear Visitors Ollice, 

I brought my daughter ;urd three gratldkids 

for Spring Break to Washin).;ton, D.C. \Vc 

took a tour through the Capitol today 

O:l/28/ 18 with.TcssicaJackson. Loved her! 

So informative, very impressed with her 

knowledge. Presented in a friendly 

prokssional way. Loved her sense of 

humor. I nominate her for employee of the 

month!! 

Sharon Vincr/Bradcntou, FL 

Visitor Guide Jessica Jackson 

\Ve visited the Capitol Saturday afternoon .t/21/18 atld were lucky enough to have Mr. Andrew 

HarL>mith as our guide. He was wondcrlhl-- knowledgeable, allahle, patient, enthusiasticcvcrythir~g you'd want a g11ide to he. He W<Ls all this despite the fact that he has done this hundreds 

of times. I told him it's clear he loves his job and he said I was right. \V e w;ultcd to make sure he 

had the praise he deserves for a joh brilliantly done! 

Dr. & Mrs. Robett B. Kebric (Judith) 

8 
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I had the privilege of coming to the Capitol building on a tom with my son ;md his classmates h·om 

Clyde Elementary School in Clyde, NC. \'Vc had I~mrcl Martin as our tour guide and to say that 

she was amazing would be an understatement. lVly son has autism and can get distracted or lost in 

the shulllc, but Laurel kept him interested ;md entertained the entire tour. I have been on the 

Capitol tour :l years in a row and this was by fitr the most educational as well as entertaining tour 

that I have been on so Err!!! I~mrcl Martin was awesome and deserves a pat on the hack from us!!! 

Thank you, 

Corrie Coats, Clyde NC 

.Just w;mtcd to give you a heads-up that our tour (:17 Rth 

grade boys from Brunswick Sdtool in Greenwich, Cl') 

last Tuesday morning (<!/ 17) was made especially more 

pleasant, entertaining, and inl(mnative due to om 

guide, :Marcus Cook. I have been leading our eighth 

grade \Vashington, D.C. trip lor litieen years and we 

have never had a more cner.tging, knowkdgeabk, fi.mny, 

or personable guide. Mr. Cook "dickt~d" with our boys 

and connected with them in a way that was exceptional. 

Please pass along our sincerest thanks once aer.tin -- he 

is an absolute gem. Any group l()tiunatc enough to 

have him ste;;·.trd their visit "~II not soon forget him. Visitor Guide Marcus Cook 

Anthony Fischetti, Greenwich, Cf 

I'm writing to contact]acob Held. jacob Field welcomed me, my daughter, and several of her 

cousins to the Capitol on Friday. \Ve experienced a long delay waiting to get into our tour of the 

Capitol on Friday, and jacob w.ts kind enough to show us through a lew areas of the Capitol 

Visitor Center. 

\ Vhen I asked Jacob what was the best thing to sec in the Visitor Center he said "all of it, bnt let me 

show you a few special things." Jacob then proceeded to show us the gawlthat \Vashington used 

when setting the comerstonc. It was a small thing, but the way Jacob presented it to mr kids ;md 

nephews made them feel like they'd just stumbled across a great secret and that they had a really 

neat liKt that many wonldn't know. 

Thank you Jacob for taking your job seriously and making our visit special. It would be easy in the 

chaos of people to sit hack and do nothing, but you proactively reached out to sec how you could 

make our \~sit special...mission accomplished Jacob. Thanks again lin· helping to make is special. 

Thanks, 

Scott Baird & Family, l Ttah 

9 
88 

The CHAIRMAN. Thank you very much, Ms. Plemmons. 

It is now an opportunity for each Member to ask you some questions about your work and how the experience is for the CVC and 

those that have the opportunity to come do those tours. I know this 

is your first time testifying before Congress, and we are honored 

to have you here with us today. 

You stated in your opening remarks how it has changed, from 

the facilities, from the availability of restrooms, for the wait time. 

Certainly, it has been a pretty remarkable change, I believe, for 

our visitors that come in. 

And I want to talk to you for a minute about that visitor experience. And I know you hope and attempt to mitigate any unnecessary wait times or inconveniences for our visiting public. And it is 

certainly their Capitol, the Capitol of the American people, and we 

are here to serve them. 

To that end, what steps does the CVC take to minimize undue 

delays and wait times for Members and their offices, so that individuals and groups do not experience lengthy wait times as they 

attempt to see their Capitol? And what means has the CVC employed in recent years to attempt to do that? 

Ms. PLEMMONS. Thank you for that question. This certainly has 

been a focus for us since we opened. 

We continually monitor and evaluate the operation and make adjustments accordingly so that we can make the experience for all 

of our visitors exceptional. And we certainly work closely with our 

congressional partners to make that happen. 

When the Visitor Center opened, we also started offering a reservation system online, which had not been available before to the 

public. And by doing that, that allowed folks to plan their experience in advance and make a reservation. And as part of our reservation system we are able to have different channels to manage 

our inventory. 

And to answer your question about some of the ways that we accommodate our congressional offices with wait times, we do allow 

congressional offices to book reservations before anyone else has 

that opportunity. So that inventory is managed to give preference 

to our congressional offices. 

We also realized pretty quickly that we needed a walkup line, because there were days where all the reservations had been taken 

and so everything was booked up. We needed to accommodate folks 

that were coming in and that had not made reservations. And as 

it works out, there are some folks that don’t show up for their reservation, and so we are able to accommodate the folks that are 

waiting with that. 

We do have two separate walkup lines. We have one for staff, because we wanted to appreciate their need to get their constituents 

who had shown up at their office that day onto a tour. And for 

many years, the staff would wait until we had tickets available, 

and we would call out their name and they would come and get the 

tickets to go on the tour. 

Last year, we implemented a virtual queuing system, where the 

staff can get their telephone number and we will text them. And 

that way, instead of waiting, they can spend that time with their 

visitors, with their constituents, and take them around to ExhiVerDate Sep 11 2014 02:24 Nov 14, 2018 Jkt 032666 PO 00000 Frm 00090 Fmt 6633 Sfmt 6602 E:\HR\OC\A666.XXX A666
89 

bition Hall or Emancipation Hall or get a cup of coffee, that sort 

of thing. 

The CHAIRMAN. That is great. 

Ms. PLEMMONS. The inventory management is something that we 

have perfected over the years, and our goal is every day to get as 

many folks that want to come to the Capitol and have a tour in 

to do just that. And we manage our inventory carefully to make 

sure nothing goes to waste. 

And so for 6 months out of the year when we are particularly 

busy, we are going above and beyond to make sure that we accommodate as many people as possible with an experience. And even 

if we don’t have time to give a tour anymore, we do have some offerings in the afternoon where they can at least experience some 

of the Capitol. 

The CHAIRMAN. And as far as the time for the film, what is the 

last time in the day that anyone can start a tour? What is that 

time? 

Ms. PLEMMONS. Well, for a guide-led tour, it is at 3:20, but we 

have a 3:30 and a 3:40 time slot that is held exclusively for staffled tours. 

The CHAIRMAN. Got it. And as far as the improvements on communicating with staff, where they are not having to wait with constituents, how are you communicating with the congressional community what those best practices are? How do you get that word 

out to all the offices? 

Ms. PLEMMONS. We have a couple of ways of doing that. One of 

our programs that we offer is CTT, which is Capitol Tour Training, 

and that is offered all year, every week. We have a 31⁄2-hour training class, where our staff, any of the staff can come and learn the 

tour route, safety and security protocol, and also get information 

about everything that they are seeing. 

So we have a book that we have put together that they can take 

with them and accurately tell the story of the Capitol and the history. 

The CHAIRMAN. And I am just curious. When they do this training, obviously, you can’t highlight everything. You are just trying 

to give them a working knowledge so that they are informed. Do 

you go back and review what they are going to be taught and 

change that periodically or update it? 

Ms. PLEMMONS. Yes. We have over the years refined the training 

process with the goal of when they are done they can feel a confidence in going out with their constituents, the visitors, and taking 

them on a quality tour and having that visitor informed, involved, 

and inspired, which is our mission statement. We want to convey 

that to everyone and we want to give the tools to those staffers so 

that they can do the same. 

We have two congressional liaisons that stay in touch with our 

offices all the time, sending them information about upcoming 

events or anything unusual happening. 

We also have information sessions that we hold every year. We 

always have one right before the spring, because that is when it 

gets really busy and things are a little more difficult to navigate. 

And so we want to give everyone some helpful hints. 

90 

At those meetings, we have representatives from the House and 

Senate Sergeant at Arms and also the Capitol Police, who are our 

partners in sort of making it happen every day and maneuvering 

folks through the building while it is still being a working office 

building. So that balance can be challenging, and so we all need 

to work together to make that happen. 

The CHAIRMAN. Thank you. And my time has expired. 

I will now recognize the Ranking Member, Mr. Brady, for 5 minutes for more questions. 

Mr. BRADY. Thank you, Mr. Chairman. 

Ms. Plemmons, you already answered my question about made 

in America, and I appreciate that. How is that going? How is it 

being executed? And the gift shop finances, have they been stabilizing over the years? I know at one point in time, I guess because 

of me, it wasn’t stabilized too well. I made you clean the place out. 

Ms. PLEMMONS. We do credit you with getting us on the right 

track for made in America. We are very proud to have all made in 

America items in our gift shops. 

It was challenging to start out to find enough products that were 

made in America that were at a price that we could pass along to 

our visitors at an affordable price. But through the diligence of our 

staff, we have been able to find a lot of made in America products. 

The stores right now, if you walk into them, are just beautiful, 

and they are stocked full of interesting things. And there is something for everyone, from our students with pencils and postcards, 

to tee shirts. We have books. And we have higher-end gift items as 

well. 

So all of them are related to the Capitol and Congress in some 

way. We do have an educational focus in our gift shops as well as 

the rest of the CVC. 

And so made in America and that educational focus and Congress and the Capitol has been our guiding force as we have gone 

out and developed products and also found items that are being 

made across the country. We have about 125 small businesses that 

we work with. 

And so, to answer your question, that is all going very well, and 

we actually every year have had enough revenue to support our expenses. And last year was a great year for us. It was the best year 

we have ever had. We were 24 percent up over what we had been 

the previous year. 

And so we are obviously buying things to sell in our gift shops 

that people want, and we are offering things at a price point that 

is affordable, and folks are taking a memento home with them. 

Mr. BRADY. Thank you. 

You talked about your successes. How about your biggest challenges? And how can we help on this Committee? 

Ms. PLEMMONS. Well, our biggest challenge has been our budget 

and how we have been flat for several years. And serving more and 

more people takes more and more staff. And so we have been seeing an increase in visitors, but a decrease in the number of staff 

as we have tried to meet our budgetary guidelines. 

So recently, in fiscal year 2018, we did receive some small increase in our salary dollars, which we very much appreciate, to be 

91 

able to fully staff our team so that we can respond to all of those 

visitor needs. 

Most of those salary dollars went to our education department, 

and we have developed all sorts of wonderful programs. I saw a 

preview yesterday of some of our cart programs, which we take the 

carts around to the different areas in Exhibition Hall and Emancipation Hall, and we engage our visitors and talk to them more in 

depth about different topics. And having the salary dollars to fund 

our educators really enables us to make a big difference in that experience that the visitor is having. 

We are aging, and so our equipment and our facility is in need 

of change and repair. And so those are just ongoing expenses and 

maintenance that you would expect to have in any facility. 

One thing that we have on the horizon that we are very excited 

about is our Exhibition Hall and redesigning that area. It was intended to be around for about 10 years before it needed a refresh, 

and so we have been excitedly preparing for what is next. And it 

is going to be an environment that is even more welcoming and 

more educational and engaging than what we have right now. 

Mr. BRADY. You know, that is an amazing building, and every 

time I go there I get lost. And as I am walking around, I figure 

there is something in me, I feel a little stupid, which is easy for 

me at times. But I look around, I see my colleagues, and I find out 

they are lost, too. 

But my point is, your staff is extremely, extremely helpful. They 

probably whisper, ‘‘Here comes this guy again, don’t know where 

he is going.’’ But every time they are always helping and they are 

extremely helpful, walk me where I have to go from time to time 

and sometimes walk me back out to get back on the House floor. 

So that is a testament to your leadership, and I appreciate it and 

I thank you. Thanks for being here. Thank you for your testimony. 

The CHAIRMAN. Thank you, Mr. Brady. 

The Chair will now recognize the Vice Chair of the Committee, 

Mr. Davis, for 5 minutes for questions. 

Mr. DAVIS. Thank you, Mr. Chairman. 

Thank you, Mr. Chairman and Mr. Brady. You can tell he is on 

his way out. He is brutally honest that he still gets lost at the 

CVC. 

We are going to miss you, buddy. You are a good man and thank 

you. 

The CHAIRMAN. And let the record note he did not say he was 

going to miss the Chairman. But that is okay. 

Mr. DAVIS. I will not correct the record. 

Gregg knows that he will be dearly missed. This Committee is 

going to have a big loss with both of them going away. A lot of experience and a lot of class. And I think that is something that all 

of us, in a bipartisan way, throughout our Conference and throughout the House, we really agree. So thank you both. 

Now, can I get a couple extra minutes to question the witness? 

The CHAIRMAN. You have 30 seconds. 

Mr. DAVIS. You know, I was a staffer when they started building 

the CVC. So I can remember all the discussion in all the Hill newspapers, and also discussions about how long it may have taken, 

92 

how much it was going to cost. But in the end, look at what is 

there. 

And I remember specifically that there was a lot of concern for 

Members of Congress at the time about how do we utilize this 

space not just to establish a focal point for tours and tourists coming in, but how can we utilize it for Members of Congress and our 

teams to have meetings. And I know one of the additions of that 

scope was to increase those opportunities. 

Along these same lines, can you tell me, the auditorium and the 

atrium, I already know they are wonderful places for films and 

events for Congress to utilize. And I really appreciate being able 

to utilize some of your meeting spaces for constituent meetings. 

And also it is great to be able to get down there to do some 

things with our, you know, be it closed top secret meetings, briefings that we as Members of Congress get. I always enjoy having 

an electrical outlet there to charge my phone, while I can’t take it 

into those classified briefings. It always amazes me, it doesn’t matter if I took it in or not, I know what is happening in the briefings 

when I get out, because somebody else is tweeting it out. 

But because we appreciate your spaces so much, can you tell me 

how often the auditorium, the atrium, and other spaces are used 

for films and other events? And can you tell me how often they are 

utilized by the House and the Senate? 

Ms. PLEMMONS. I can. Thank you for bringing those up. We are 

very proud of those spaces. They are updated and full of amenities 

to make sure that whatever meetings are held there go off without 

a hitch. 

We have about 800 events a year in those spaces, and this would 

be the Congressional Auditorium and the two Congressional Meeting Rooms. And the atrium is sort of right there in front of the auditorium. 

Mr. DAVIS. Right. 

Ms. PLEMMONS. We use the auditorium about 50 percent of the 

time. So, please, book more experiences in the auditorium. We have 

that available 6 days a week. We also offer catering for that particular area. So if you had an event in the atrium, you could have 

catering along with your meeting in the Congressional Auditorium. 

Mr. DAVIS. So the utilization rate of the auditorium is about 50 

percent? 

Ms. PLEMMONS. In the auditorium, yes. 

Mr. DAVIS. And the atrium, what would you estimate? 

Ms. PLEMMONS. It is about 50 percent. 

Mr. DAVIS. Fifty percent. And the same with Emancipation Hall? 

Ms. PLEMMONS. Uh-huh. 

Mr. DAVIS. Okay. 

Ms. PLEMMONS. Now, Emancipation Hall is a little bit different. 

We utilize that for our bigger events, such as Gold Medal ceremonies and that sort of thing. And we use that about two to three 

times a year, on average, for those big events. 

Mr. DAVIS. But you have to kind of keep all the tourists out 

while you are doing those events. 

Ms. PLEMMONS. Yes. 

Mr. DAVIS. Okay. 

93 

Ms. PLEMMONS. So we have massaged that over the years to try 

to give as much access as possible. And depending on the time of 

day that the event is occurring, we can sometimes bring people in 

that morning while we are setting up and still give them a tour 

and the full experience. Sometimes we do have to cancel tours 

when we are having an event in Exhibition Hall. 

Mr. DAVIS. How many times a year, how many special events did 

you say with Emancipation Hall a year? 

Ms. PLEMMONS. Emancipation Hall, we have two to three a year. 

Mr. DAVIS. Two or three a year. 

Ms. PLEMMONS. In 2015, we had eight, because we had the restoration going on in the rotunda. 

Mr. DAVIS. So only about two or three times a year you have the 

disruptions with the tours. And there are other ways for us, as 

Members of Congress, to be able to take people on tours, just not 

going through the CVC and Emancipation Hall, right? 

Ms. PLEMMONS. And we do facilitate that through the tunnels, 

where we ticket folks there and help them find their way to the 

Capitol to go into the rotunda and Statuary Hall and that sort of 

thing. 

Mr. DAVIS. Did you help Mr. Brady find his way? 

Ms. PLEMMONS. Absolutely. We showed him to the gift shop. 

Mr. DAVIS. Thank you very, very much, Ms. Plemmons. 

And thank you again, Bob and Gregg. You have been great to 

serve under. 

I yield back. 

The CHAIRMAN. Thank you so much, Mr. Davis. The gentleman 

yields back. 

The Chair will now recognize the gentleman from Maryland, Mr. 

Raskin, for 5 minutes. 

Mr. RASKIN. Mr. Chairman, thank you so much. And I am not 

going to join the chorus singing your praises and that of Mr. Brady, 

because we still have another, what, 7 months to go. So I don’t 

want any kind of premature encomiums for you guys. 

Thank you so much for your testimony. 

So 50 percent usage rate, is that right, for the atrium and for the 

auditorium? And what percentage is it on the weeks and during 

the weekends, would you say? 

Ms. PLEMMONS. It is almost all Tuesday through Thursday is our 

big—when folks are in session. 

Mr. RASKIN. So if you add up the whole week, it is actually less 

than 50 percent if you count—— 

Ms. PLEMMONS. We were counting Monday through Friday as 

availability. 

Mr. RASKIN. Got you. 

Ms. PLEMMONS. And then, of that, we use it about 50 percent of 

the time. 

Mr. RASKIN. I am interested in the weekend just because I am 

a local Member. My district touches D.C. And I am just curious, 

what are the rules about use of the space during the weekend? Is 

it possible for groups to obtain—— 

Ms. PLEMMONS. It is available on Saturday. We are open on Saturdays at the CVC. We are closed on Sundays. And so we typically 

do not host events on Sundays unless it is a congressional direcVerDate Sep 11 2014 02:24 Nov 14, 2018 Jkt 032666 PO 00000 Frm 00095 Fmt 6633 Sfmt 6602 E:\HR\OC\A666.XXX A666
94 

tive, and we are happy to do that. We have a ceremony coming up 

in June with King Kamehameha that is on a Sunday. 

Mr. RASKIN. But for Saturdays, ordinarily it is available by way 

of the usual reservation process through Members and so on? 

Ms. PLEMMONS. Right. 

Mr. RASKIN. Great. 

So do you have a visitor feedback process that you are using to 

analyze the use of the space and the facilities? 

Ms. PLEMMONS. We do have visitor feedback systems in a number of different areas. Our visitor surveys are primarily done for 

folks that are on tour or visiting Exhibition Hall or something like 

that. 

We do ask our participants that utilize the space in the Congressional Auditorium and the Congressional Meeting Rooms for their 

feedback, and ask them to rate our service and how we are doing 

and what we can do to be better service providers. 

Mr. RASKIN. Can you describe the current ticketing system and 

how that is working? 

Ms. PLEMMONS. I can. We do have a reservation system, as I 

mentioned earlier. And so ideally, a person would go online and 

book their reservation in advance. And then they would come a little ahead of time on the day of their reservation and come through 

the screening process and then go to the information desk and pick 

up their ticket. And then they get in line for the theater, and then 

a guide or a staffer will take them on a tour of the Capitol. 

The ticketing process itself, once that reservation is made, once 

we have booked up those reservations for a day, then we tell folks, 

just come on in and we are going to accommodate you if we possibly can. 

And so that is where our inventory management comes in, where 

we are constantly watching to see how things are flowing. And if 

we have someone that does not show up for their reservation, then 

we get those tickets to the people who are standing there. And we 

do that in order of how long they have been waiting. 

Mr. RASKIN. Do you know what the typical wait time is for someone who just shows up like that? 

Ms. PLEMMONS. It really depends on the day. The 2 weeks 

around Easter are traditionally our incredibly busy time. 

Mr. RASKIN. We have noticed that. 

Ms. PLEMMONS. And we did have one day where waits were up 

to 2 hours this past Easter, but that is not the norm. Normally, it 

would be no more than 20 minutes or so during our busy season. 

Six months out of the year, there is no wait at all. 

Mr. RASKIN. Great. All right. Well, thank you so much for your 

hard work, and my constituents certainly love it. So you have got 

some happy customers in the Eighth Congressional District of 

Maryland. 

I yield back. 

The CHAIRMAN. The gentleman yields back. 

The Chair will now recognize the gentleman from North Carolina, Mr. Walker, for 5 minutes. 

Mr. WALKER. Thank you, Mr. Chairman. 

I do not have to wait for the next few months to offer my accolades to your character, integrity. And part of your legacy here will 

95 

be the honor with which you have handled yourselves, and I think 

that is across the aisle. So thank you for your service. 

Ms. Plemmons, you mentioned earlier that because of the age 

there were some things that needed change and repair, which 

made me think those are some things that I think Vice Chair Rodney Davis can relate to at his growing age and about needing some 

changes and repair, but that is a different story. As our catcher, 

we will talk about that some other time. 

Ms. Plemmons, I believe Exhibition Hall is a tremendous asset 

to the Capitol Visitor Center. It is arguably the only museum space 

in our Nation dedicated to American political history, of which Congress is the epicenter of course. 

Can you explain for us the key features that contribute to the 

functioning of Exhibition Hall? For example, how often does the 

temporary exhibit change? What type of programming have you 

historically done in the Exhibition Hall? And have you changed or 

expanded the programming in recent years? Could you take just a 

minute and address those? 

Ms. PLEMMONS. Sure. 

Thank you for asking about Exhibition Hall. It is a great space, 

and it is very interesting and engaging. It is a little dark, and we 

need to correct that with our redesign to be more welcoming. 

But it does offer a number of artifacts, interactives. There are 

films, touchable models. We are telling the story of Congress. It is, 

as you mentioned, the only exhibition in the world that tells the 

story of the United States Congress and the Capitol. 

And we also have two theaters, one is on the House side and one 

is on the Senate side, and the areas are made to look similar to 

the Chambers. And we show a film that explains how Congress 

works, how the House works and how the Senate works. 

We also have a rotating exhibit, and that does occur every 6 

months. So a tremendous investment in that. We have a working 

group, a content working group that includes the House and Senate 

curators and historians, folks from the Archives and the Library of 

Congress. They all work together to come up with a quality exhibit 

that we refresh every 6 months. 

Mr. WALKER. Sure. I think you referenced kind of the redesign 

of Exhibition Hall in your comments. What was the purpose of the 

necessity of those needs? Or, in your opinion, why did you think 

that was necessary? And can you also address where you are in the 

process? 

Ms. PLEMMONS. Sure. We had always known that the intent was 

to refresh the Hall after 10 years. And so as we started to approach 

our 10-year anniversary, we started to plan. And part of that planning included surveying our visitors to find out what they were 

looking for in their experience. 

And so we wanted to change that environment to be more welcoming and inviting, the physical space, to make it something that 

would draw folks in; and then also to respond to the needs of our 

visitors and help them understand the impact that Congress has 

on them every day, and also what their role is in the democratic 

process. 

So that is our focus. 

Mr. WALKER. Thank you. Thanks for articulating that. 

96 

A little bit of a longer question, to preface it, but I want to get 

your response on this. The Capitol Visitor Center currently features our national motto, ‘‘In God We Trust,’’ engraved at its entrance; the Pledge of Allegiance, including the words ‘‘One Nation 

under God,’’ that is engraved at the entrance of the Congressional 

Auditorium. ‘‘In God We Trust’’ is seen in your mini-House Chamber replica, as it is on our House floor. 

As part of the redesign, since we are talking on that, do you anticipate any of these important stories or features of our congressional history and political life being altered, changed, or even removed? 

Ms. PLEMMONS. We intend to keep all of those as part of telling 

the story of Congress and our religious heritage. And I will say 

that—put a caveat in there that some of the items are on loan, 

such as the two Bibles that we have. They are very important and 

part of telling the story of that particular time. 

However, we do abide by the guidelines of our lenders. And so 

if there are objects that might need to have a rest, not be on display for a while to preserve them—and, you know, Bibles are 

paper—and so there could be a scenario where the lenders say: We 

want to take these off of display. 

But our intent is to include those and everything else that you 

mentioned, and to continue to weave those stories in, as appropriate, as we tell the story of the history of Congress and the Capitol. 

Mr. WALKER. Thank you, Ms. Plemmons. 

I yield back. 

The CHAIRMAN. The gentleman yields back. 

We want to thank you for your time today and for what you do 

to make the Capitol the special place that it is. 

There is nothing more meaningful to us, as Members, than seeing first-time visitors to the United States Capitol and to see that 

interest that they have, whether it is an adult or a group of young 

people from a school. It is something unique and special, and it is 

the center of our democracy. And so I thank you for that work that 

you are doing. 

And as this goes through and the days go by, and you have 

issues or needs or things that you are looking at, or redesigns or 

reengineering, don’t assume that we know about those needs. And 

please know that we are here to work together on this to continue 

to have it as the most incredible place to visit in Washington, D.C. 

And we thank you for your time today. 

Without objection, all Members will have 5 legislative days to 

submit to the Chair additional written questions for the witness, 

which we will forward if any are forthcoming, and ask you to answer as promptly as you can so that those answers can be made 

a part of the record. 

[The information follows:] 

The CHAIRMAN. Without objection, this hearing is adjourned. 

[Whereupon, at 11:40 a.m., the Committee was adjourned.] 

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U.S. Capitol Visitor Center 

Responses to Questions for the Record Submitted by the Majority 

June 5,2018 

1. How many special events take place annually in Emancipation Hall? Does CVC 

management consider these special events to be a significant detractor from tbe visitor 

experience and visitors' expectations in terms of unexpected closures? Do special events 

enhance or detract from the mission of the CVC? Should we consider adjusting or 

modifying the CVC Special Events policies? 

The use of Emancipation Hall for any event requires approval by a joint resolution of 

Congress. This stipulation has the effect of limiting the number of events held annually. 

Thus far, in 2018, two events have been held in the space, and only two events were held 

in 2017. Emancipation Hall served as the site of many more events during September 

2015 to September 2016 due to the Dome restoration project. The restoration required 

installation of scaffolding in the Rotunda, significantly reducing the number of people 

who could attend events in the Rotunda. In 2015, Emancipation Hall served as the site of 

eight events and three were held there in 2016. 

Most visitors understand that the U.S. Capitol is a working building. The CVC website 

includes a notice that tours or eve hours of operations may be altered due to 

congressional business. When tours are affected by special events, the eve emails 

advance notices to those holding reservations, which includes steps that may be taken to 

reschedule a tour. The eve also works with its congressional partners to minimize the 

time Emancipation Hall is closed. For example, to minimize disruptions to tours when 

there is a special event in the afternoon, the eve and its partners have developed 

procedures that allow tours to proceed in the moming prior to closing the upper floors to 

public and congressional tours. 

2. What is the fmancial health of the two gift shops at the CVC? Are they successful? How 

are you measuring success? How do you forecast what visitors might like seasonally or 

perhaps in collaboration with your exhibits and programs? 

The CVC has two gift shops that have been operating since the opening of the Visitor 

Center. The shops are the "North Gift Shop" and "South Gift Shop." The shops are 

considered an enriching component of the visitor's experience at the U.S. Capitol. 

Located on the CVC upper level, the North and South Gift Shops offer unique keepsakes 

related to the U.S. Capitol and Congress. Featured is a wide range of products including 

books, jewelry and accessories, adult and youth apparel, prints and stationery items. 

Each shop offers a selection of books, educational materials and collectable gifts that 

appeal to both adults and children. Items offered in the shops are designed to increase 

understanding of Congress and the history of the U.S. U.S. Capitol. Visitors can select 

products that reflect key themes featured in Exhibition Hall, seasonal and current events, 

as well as what they see on their tour. In the spring, the shops feature a collection of 

cherry blossom products and switch to patriotic red white and blue items for summer. 
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The CVC is proud that its gift shops offer only merchandise made in the United States 

and represents the highest standards of quality and craftsmanship. The CVC is also 

pleased that efforts to contract with small businesses to produce items exclusively for the 

shops has proven to be highly successful. The shops currently carry products supplied by 

125 small businesses from around the country. 

The Gift Shops have consistently exceeded sales records from previous years, a direct 

result of continually working to enhance both the quality and variety of offerings. The 

gift shops celebrated fiscal year 2017 with record breaking sales up 23.6 percent over 

fiscal year 2016. 

Processes are in place to ensure the shops operate efficiently. A recently installed new 

point of sales system enhances service to visitors and securely processes records and 

financial data. The system offers upgraded reporting and supports evaluation and future 

planning. 

3. Is the CVC restaurant profitable and what is done with the revenue? Also, have you 

been able to implement any measures that have lowered costs for your consumers and 

made the experience more financially reasonable for the families and groups that often 

come here from far distances and often as a once-in-their-life experience? What are 

your most popular entree items and what are you doing to reduce food waste? 

The goal of the CVC Restaurant (U.S. Capitol Cafe), as envisioned by the U.S. Capitol 

Preservation Commission during the development of operating procedures for the CVC, 

is to provide quality food service primarily to visitors to the U.S. U.S. Capitol with a 

range of selections that appeal to visitors of all ages and demographics. The Cafe is 

situated in a unique environment. Accordingly, the appearance of the restaurant and its 

business model arc not based on a standard staff cafeteria-like structure. Rather, the CVC 

contract for providing food service to visitors to the U.S. Capitol states that pricing is 

intended to "be comparable with menu prices at. .. Washington, D.C. area cultural 

institutions," such as the Smithsonian museums and the Newseum. Since opening in 

2008, the Restaurant has served 2.5 million visitors, annually serving an average 257,000 

visitors. 

Distinctive to the The U.S. Capitol is that students make up a significant percentage of 

annual visitors. In recognition that the CVC has a responsibility to provide food service 

to students, a voucher program was created that enables these young visitors to enjoy an 

affordable and healthy meal at the U.S. Capitol. Vouchers are ordered in advance and are 

available to !,>roups of 25 or more. Since the voucher program began in 2008, the number 

of annual restaurant meal vouchers sales has more than doubled. Also since 2008, the 

price of voucher meals for students has remained essentially flat. Holding the line on the 

price of vouchers has been a conscious decision by the CVC to help ensure that young 

people receive the nutrition they need during a visit to the U.S. Capitol. The price of a 

youth voucher meal remained at $6.00 for over six years and was raised to only $6.50 in 

2015. (Vouchers are also available for $10 and $14.) 
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CVC staff review pricing annually to help ensure that the Cafe is offering a selection of 

products that appeal to current trends in the industry, as well as a range of price points. 

Mindful that many families touring the U.S. Capitol take advantage of the accessibility of 

the Cafe the CVC offers kids meals. These child-size portions are offered at lower price 

points. In addition to basic options, the Cafe has expanded offerings to include items that 

support current themes in Exhibition Hall and seasonal events such as cherry blossom 

and select holidays. Regardless of the season or the offerings, the most popular entree 

items year round are chicken tenders, the salad bar, small items such as a slice of pizza 

and items from the grill. Visitors also select from a variety of cleverly designed and 

appealing desserts. 

The Cafe continues to produce strong sales. A portion of these profits from the Cafe are 

deposited in the U.S. Capitol Visitor Center Revolving Fund, Miscellaneous Receipts 

Account. These funds are used to help offset capital requirements for the upkeep of the 

eve. 

Regarding food waste, portion sizes are monitored, which helps identify portions of 

particular items that may be too large and are being thrown away. Food waste is gathered 

and placed into a pulper. The slurry created by the pulper becomes compostable material 

that is proved to a contractor for use, which is primarily agriculture related. 

4. Our nation's capital is full of institutions and facilities that showcase American history 

and politics and attempt to do so in an engaging and inspiring way. Does the eve 

collaborate with other entities to enhance its programming or reach out to educators 

who by turn will reach generations of students? And internally, how does the CVC 

collaborate with our historians and curators here in the House and Senate and perhaps 

in other partnering institutions? How would you like to increase the educational reach 

oftheCVe? 

As stated in the CVC's Strategic and Operations Plan, the CVC's mission is "Working 

together for Congress to inform, involve and inspire every visitor to the United States 

U.S. Capitol." This statement conveys the CVC's goal to provide a welcoming and 

educational environment for visitors to learn about the House, the Senate and the 

legislative process, as well as the history of the art and architecture of the U.S. Capitol. 

To help achieve this goal, the CVC collaborates with teachers, House, Senate and AOC 

historians and curators, representatives of the National Archives and Library of Congress 

and with the U.S. U.S. Capitol Historical Society, among other institutions. The CVC 

also collaborates with the U.S. Botanic Garden on education programs, such as public 

walking tours and is developing teacher professional development opportunities. 

In addition to permanent exhibits on display in Exhibition Hall that tell the institutional 

history of Congress, rotating temporary exhibits explore the role of the Senate and the 

House of Representatives in pivotal moments in American history. These exhibits are the 

product of a collaboration by historians, archivists, and curators working under the 

direction and in support of the CVC's Exhibits and Education Division. 
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Each exhibit begins with the CVC Exhibits Curator choosing a period or concept to 

explore. The Curator develops the exhibit theme in consultation with a content working 

group that includes staff from the Center for Legislative Archives, the Library of 

Congress, and the histotical community of the U.S. Capitol, including the House and 

Senate Historical Offices and the House and Senate Curator's Ot1ice. Once the team 

develops the themes, historical documents and objects drawn from curatorial collections 

are secured on loan from the Center for Legislative Archives and the Library of 

Congress, and on occasion, other institutions across the country. 

The CVC's Exhibits and Education Division actively seeks the expertise of teachers in 

developing programming for students and provides professional development 

opportunities for teachers. There are two primary methods used to connect with teachers: 

• Teacher Advisory Group 

This special group ofCVC volunteers includes educators from across the country 

that convene via teleconference three to four times a year to discuss topics and 

issues connecting educational programming with curriculum. The advice and 

insights gleaned from this group provides valuable feedback to the CVC's 

Education staff in developing new programs and resources for students and 

teachers. 

• Teacher Workshops 

Offered two to three times a year, Teacher Workshops at the CVC allow 

educators to pursue topics related to the U.S. Capitol and Congress and explore 

with their peers ways to incorporate these subjects into their classroom 

instruction. CVC staff arrange for presentations from experts, including House 

and Senate historians and curators and educators from the Botanic Garden, as well 

as special tours of the U.S. Capitol. Each session includes a look at primary 

resources related to the topic. 

The CVC is pleased to partner with the U.S. U.S. Capitol Historical Society (USCHS). 

Through public programs and a local-focus school program, the Exhibits and Education 

Division and USCHS have successfully collaborated on efforts that align with one 

another's missions, capabilities, resources, and audiences. In 2017, the CVC and USCHS 

began a new partnership which greatly increased the Exhibits and Education Division's 

ability to serve student audiences. From November I, 2017 through early March 201 8, 

the eve participated in USCHS's student program, We the People, which provides DC 

public and charter school students with an in-depth, in-person look at the three branches 

of Government. Over the course of this first partnership season, 31 programs brought 

1,087 students and teachers to the CVC through We the People. 

Also in March with the opening of"Congress and the Separation of Powers," the eve 

expanded its partnership with USCHS. An evening reception for congressional staff, 

CVC stakeholders and USCHS members offered an after-hours look at the new exhibit. 
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The CVC continues to explore new partnership opportunities with like institutions to 

increase our reach for all audiences, but especially for students and teachers. These 

partnerships provide efficient ways to expand the impact of programming, and the eve 

hopes to continue these efforts in the coming years. 

5. In recent years your funding has remained essentially flat. Do you have the resources 

you need to carry out your mission? With your increase in visitation, are you concerned 

you won't be able to meet that need without an increase in your appropriation? What 

steps have you taken to stretch your appropriated dollars to meet the increased 

demand? What if any additional budgetary flexibility of some kind would be helpful in 

managing your resources and mission? 

A. Essentially flat appropriated funding has made it increasingly difficult to ensure that 

the CVC has the ability to meet expectations of an ever-increasing number of visitors, 

simply because there are not sufficient resources to remain fully staffed. Some 200,000 

more visitors entered the Capitol through the CVC in fiscal year 2017 than in fiscal year 

2016. Welcoming more visitors without being fully staffed required a great deal of 

creativity and flexibility on behalf of management and front-line staf£ The CVC is 

pleased to report that despite the shortage of front-line personnel, every effort was made 

to provide world-class customer service through a range of adjustments to staffing 

assignments. For example, the number of frontline staff was reduced at the entrance of 

the CVC who offer wayfim.ling and processing tour passes. The number of staff was also 

reduced in positions that facilitate visitors who have obtained passes and are beginning 

the tour process. The reduced number of staff has impacted the level of service that can 

be provided and operational efficiency. The CVC's volunteers were also engaged to 

support Visitor Services staff. 

The CVC has devised a staffing model to reduce the number of full-time year-round 

Visitor Services staff and to employ full-time, temporary and part time staff during 

periods of peak visitation. These full-time temporary staff are brought on board in early 

February to prepare for the busy spring season and serve until mid-August. A similar 

staffing model has been implemented by the gift shops. This has proven to be cost 

effective, but also requires significant coordination by the eve to recruit potential 

candidates, complete the selection/security clearance process and to train the new 

employees in time to meet operational needs. 

In addition to affecting personnel requirements, years of flat appropriations have made it 

difficult to keep pace with equipment requirements. Technology has evolved 

tremendously since the eve opened in 2008, and a significant number of expensive 

pieces of equipment used in Emancipation Hall, Exhibition Hall and throughout the CVC 

have simply come to the end of or outlived their life cycle. The CVC's AudioNisual and 

IT staff have done an exceptional job over the years of scavenging for replacement parts 

to keep obsolete equipment operating beyond their life expectancy. However, projectors, 

projection screens, signage panels and other related equipment became irreparable and 

had to be replaced. While the CVC has drawn on its Revolving Fund to help cover the 

cost of replacing worn out and obsolete equipment, new technology that is also much 
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more energy efficient require a sustained profile of annual programmed funding. While 

several pieces of equipment have been replaced, the need to acquire substitutes is 

unending. Given the experience of nearly 10 years of operation, the CVC anticipates that 

some of its more expensive equipment will have to be replaced every three to five years. 

In order to maintain world-class service to visitors to the U.S. Capitol, the CVC would 

benefit from an increased funding profile in order to maintain adequate staffing levels, 

meet equipment maintenance and refresh requirements, and invest in modernization. 

6. As you know, sometimes Legislative Branch agencies and entities have been granted 

authority to create and manage revolving funds as a way to increase their resource 

capabilities without needing further appropriations from Congress. Please remind the 

committee: does the CVC have any revolving funds? If so, how many and for what 

purposes are they used? 

The U.S. Capitol Visitor Center Act of2008 (PL 110-437) established a Revolving Fund 

with two separate accounts for deposit of receipts arising from gitl shop operations and 

for deposit of receipts from restaurant and catering sales. 

• Gift Shops Account 

Cash receipts generated from the Gitl Shops have been used exclusively for 

replenishing stock for resale and for purchasing supplies needed to support retail 

operations. Merchandising practices have resulted in cash receipts continuing to 

exceed the cost of replenishing stock, purchasing supplies, replacing equipment 

and store maintenance. 

• Miscellaneous Receipts Account 

All net profits from the food service operations and all commissions received 

from the contractor for food service operations are deposited in the 

Miscellaneous Receipts Account. With the approval of the CVC's Oversight 

Committees, the Committee on House Administration and the Senate Committee 

on Rules and Administration, the Revolving Fund has been used for projects such 

as replacement of malfunctioning and outdated equipment in Emancipation Hall 

and in Exhibition Hall. 

7. Please explain the key features that contribute to the functioning of Exhibition Hall. For 

example, how often does the temporary exhibit change? What type of programming 

have you historically done in Exhibition Hall? Have you changed or expanded that 

programming in recent years'? 

A. Exhibition Hall is home toE Pluribus Unum-Out ofMany One, an exhibition that tells 

the story of Congress and the U.S. Capitol. Documents from the Library of Congress and 

National Archives illustrate the impact that Congress has had on the history of our nation 

and the lives of its citizens. Exhibits at the entrance to Exhibition Hall are rotated every 
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six months to further illustrate how the work of Congress shapes the direction of the 

nation and directly impacts the citizenry. 

Since opening in 2008, the CVC has presented an increasing number of public programs 

in Exhibition Hall. In recent years, staff have successfully used the House and Senate 

Theater spaces within Exhibition Hall for a variety of programs, from first person 

interpretation, to film-based programs. The CVC has experimented with program formats 

and gathered feedback from visitors, testing how various spaces in Exhibition Hall and 

Emancipation Hall function in support of programming. This experimentation has been 

instrumental in planning for the upcoming Exhibition Hall Redesign project and has 

informed both the programming that will occur during the period of time when 

Exhibition Hall will be closed to the public as well as the design of interactive and 

educational experiences in the new exhibit space. Among the programs recently offered: 

• Family Thursdays, which typically combines an educational presentation with a 

hands-on activity geared to children seven and older. 

• Talking Points, in which a subject matter expert such as a curator or archivist 

from one of our partner institutions discusses a topic related to the exhibit. 

• Seen On Screen, in which a CVC staff member or visiting expert hosts a 

screening of an archival film, establishing the historical context and tying the film 

to exhibit content. Staff members then invite visitors to respond to what they have 

seen. 

• Fact or Fiction Fridays, invites visitors to contrast and compare historic 

documents to events presented in video clips from educational and classic movies. 

• History Jargon Jeopardy, features a game show-like format with questions 

focused on the history of Congress and the U.S. Capitol. 

8. What educational programs are currently being offered at the CVC? How are these 

programs helping visitors better understand the role of Congress? 

The CVC, through its Exhibits and Education Division, continues to offer a series of 

educational and public programs. Visitors can choose from a variety oflessons about 

Congress and the U.S. Capitol that go beyond the traditional U.S. Capitol tour. These 

include recurring programs for visitors tied to the rotating exhibits Heritage Months, and 

significant cultural events or anniversaries. A range of programs tailored for students is 

also offered. All of these programs strive to go beyond didactic presentation methods to 

involve visitors in the learning process, so that they can form connections between their 

own experiences and the work of the legislative branch. Included among the many 

offerings: 

• Family Thursdays typically combine an educational presentation with a hands-on 

activity geared to children seven and older. 

• "Encounters" positions interpreters in Exhibition Hall and Emancipation Hall who 

use hands-on objects to tell a variety of six-minute stories. Topics include how 

enslaved laborers helped build the U.S. Capitol and how ordinary citizens inspired 

Congress to write new legislation. 
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• Hooks and Artifacts uses artifacts and questioning strategies to tell stories and 

pique visitors' curiosity about the history of Congress and the U.S. Capitol as well 

as the visitor experience at the U.S. Capitol Visitor Center. 

• Student Programs, which run from October through early March, offer three 

options: Art Appreciators, U.S. Capitol Art, and Environment Matters. These 

engage students from elementary through high school in activities and discussions 

aimed at revealing the legislative process and works of art at the U.S. Capitol. 

• What's Happening in the Chambers provides information about the functions of 

the two Chambers. 

• Specialty Tours include Halls of the Senate that enables visitors to see the 

beautifully decorated Senate corridors of the U.S. Capitol in an intimate look at 

the work of Constantino Brumidi. Freedom Fighters in the U.S. Capitol Collection 

reveals the lives of ordinary Americans whose extraordinary actions changed the 

course of the nation's civil rights history. Outdoor Tours of the U.S. Capitol 

Grounds allows visitors to see how the U.S. Capitol has expanded over time and 

learn the history behind the expansions. 

~. What are the restrictions placed on the CVC regarding the number of visitors that may 

be provided tours of the U.S. Capitol at any given time? What is the authority for these 

restrictions, and how are they imposed? 

The Safety, Fire and Environmental Programs Division of the Architect of the U.S. 

Capitol determines the number of individuals that can safely be in the U.S. Capitol at any 

given time. To access the U.S. Capitol, timed tour passes are required and must be worn 

by all visitors on staff-led and CVC Guide-led tours. The timed tour passes are required 

as a way of controlling the number of people in the U.S. Capitol for safety and security 

purposes. The number of tour passes issued at any given time complies with direction 

given by the Safety, Fire and Environmental Programs Division. 

10. How does the CVC work in collaboration with the House Sergeant at Arms and the U.S. 

U.S. Capitol Police? Is there anything you would like to improve in these relationships? 

What is the average security-related entrance wait time at the CVC? 

The CVC has developed a successful and collaborative partnership with the House 

Sergeant at Arms and the U.S. U.S. Capitol Police (USCP). For example, to manage the 

large flow of visitors entering the eve as efficiently as possible, the eve worked with 

USCP to develop a system that allows full operation of magnetometers in the screening 

areas during the busiest times of the year. The number of magnetometers that are open 

and the number ofUSCP officers required to staff them are reduced during low periods 

of visitation. During peak periods when between 10,000 -15,000 people a day visit the 

U.S. Capitol, the longest wait time to clear security into the facility averages only 20-30 

minutes. There is virtually no waiting at the entrance during off peak periods. 

Given the heightened security necessary to protect the U.S. Capitol and those who work 

in it, the CVC and USCP have collaborated to provide safety and security training to 

eve staff. eve staff attend classes on active shooter training, evacuation procedures and 
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shelter in place due to inclement weather, internal relocation, suspicious packages, and 

more. 

Many hours of cooperation and preparation are required to ensure the success of special 

events, ranging from the State of the Union Address to Gold Medal Ceremonies. The 

CVC works very closely with the USCP and the Sergeants staff, along with other 

partners, to plan and to support special events. The CVC's Visitor Services staff provides 

waylinding and assistance to the Office of Accessibly Services at virtually every event 

held in the U.S. Capitol. 

To support the CVC's U.S. Capitol Tour Training program, the House and Senate 

Sergeants at Arms staff provide a presentation on safety and security during every class. 

The Sergeants staff help educates congressional staff and interns about safety issues such 

as how to reach U.S. Capitol Police in an emergency, where areas of refuge are located 

and how to exit the building ifthere is a security incident. 

11. Does USCP collaborate with the CVC in controlling the flow of visitors into the U.S. 

Capitol? Please provide details and any recommendations for improving that 

collaboration? 

U.S. Capitol Police officers are posted at the base of the CVC escalators leading to the 

Crypt to monitor timed tour passes. The. USCP are expected to ensure individuals are 

wearing valid passes and to ensure congressional staff are leading tours groups within the 

set limit of up to 15 visitors. Due to safety and security requirements, all congressional 

staff and CVC Guides are expected to follow the tour route as approved by the U.S. 

Capitol Police Board. USCP officers posted in the Rotunda and at other locations on the 

public tour route may direct unescorted visitors, staff-led groups without timed tour 

passes, staff-led groups in areas off the approved tour route and staff-led tour groups 

exceeding the IS-visitor limit back to the CVC. 

12. What is the purpose of timed CVC Guide-led tours and how does that process 

correspond to staff-led tours? For example, if staff-led tours bypass the Orientation 

Film, does this have any impact on the timing or flow of tours into the U.S. Capitol? 

The CVC functions as a means of adhering to the capacity limits for safety and security 

in the U.S. Capitol that are set by the Safety, Fire and Environmental Programs Division 

(SFEP) of the Architect of the U.S. Capitol. A timed pass system is used to manage the 

flow of visitors from the CVC to rooms on the tour route. Tours led by the CVC's 

professional Guides begin in one of the orientation theaters with a 13-minute film. "Out 

of Many, One" which serves not only to orient visitors to the U.S. Capitol and Congress, 

but also plays a role in helping to maintain a safe flow of individuals to begin their tour. 

Staff are encouraged to incorporate the film into their tours, but they have the option of 

bypassing the film. This option may be beneficial to offices in accommodating guests 

with limited time, but bypassing the film also bypasses the timing mechanism. This can 

have the effect of exceeding the number of visitors per time period that are expected to 

enter the first and second floors of the U.S. Capitol. All visitors, whether on a CVC 
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Guide-led tour or staff-led tour, must acquire and wear the timed pass stickers while on 

tour in the U.S. Capitol. Some staff will use destination badges, which are intended for 

use only to escort guests to specific locations in the U.S. Capitol and are not authorized 

for giving tours, to by-pass the timed tour pass process entirely. This misuse of escort 

badges has as much or even more of a negative impact on adhering to meet the directives 

provided by SFEP 

13. The eve is approaching its 10-year anniversary. Given the many operational 

adjustments and technology upgrades made during the past 10 years, what do you 

foresee as operational challenges and keeping up with the public's expectations that the 

eve will face in the uext 10 years? 

The CVC is honored by its ability to serve the congressional community through hosting 

events in its meeting spaces. However, keeping abreast of rapidly changing teclmology 

in order to meet the needs of customers is an ongoing and costly challenge. The CVC's 

AudioNisual and IT teams are constantly on the lookout for ways to upgrade the spaces 

to meet requests from offices. While current capabilities include Skype, 

teleconferencing, live streaming and other means of communication, no doubt many 

other technological advances are forthcoming. Customers will expect the CVC to offer 

those new technologies to augment their meetings. 

Similar challenges will come from keeping information and technology updated in 

Exhibition Hall, even as the refresh project will greatly advance the existing offerings. 

The CVC is also committed to providing intemational visitors with more electronic tools 

to enrich their tour of the U.S. Capitol. Providing this service will mean contracting for 

new and expensive audio translation devices. Along with keeping up with the current 

and emerging technologies, the CVC will need to ensure its IT and A V systems are 

secure. 

14. Please describe your current redesign of Exhibition Hall. Why did you feel it was 

necessary? Where are you in the process? How long will the redesign last? What if any 

contractors have been utilized and how were they selected? When will Exhibition Hall 

close and when will it reopen? What are the most significant changes visitors will see 

and experience in the redesigned space? How will the content of Exhibition Hall 

change? What is your estimated cost of the project? How is the eve managing this 

cost? 

Plans are under development for the refurbishment of Exhibition Hall. Initially built as a 

semi-permanent exhibition with a lifespan often years, Exhibition Hall now needs 

multimedia and exhibit upgrades to keep pace with the evolving needs and expectations 

of the U.S. Capitol's average 2.5 million annual visitors. The redesigued exhibition will 

convey the siguificance of Congress to everyday life, the role of citizens in a democratic 

process, and the evolving understanding of"We the People." The CVC intends, through 

this redesign effort, to create an exhibit that is engaging, welcoming and meaningful for 

visitors; a space where visitors can leam about the history of this institution and be 

inspired by what they see and do here. After a review of qualifications of Architecture 
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and Engineering contractors, the AOC selected the Architecture and En~:,>ineering firm, 

HGA, and the exhibit design finn, Gallagher & Associates, to work collaboratively with 

staff across the U.S. Capitol to reimagine Exhibition Hall. In addition to an exhibit space 

focused on the history of Congress and the U.S. Capitol, Exhibition Hall will feature a 

new temporary exhibition gallery and a hands-on learning space for visitors of all ages 

and educational groups. The CVC anticipates closing Exhibition Hall for refurbishment 

in 2019 and aims to reopen the exhibit prior to the presidential inauguration in 2021. The 

hypothetical costs (based on historic costs) are estimated at approximately $15 million. 

The cost of the refurbishment will be covered through the CVC Revolving Fund. 

1 5. Your Visitors Services Division and staff are on the forefront of the visitor experience 

when the American people and our international visitors visit Congress and the U.S. 

Capitol. Please describe what characteristics you are looking for when you select an 

individual to serve as a Visitor Guide or Visitor Assistant. 

The mission of the CVC is "Working together for Congress to inform, involve and 

inspire every visitor to the United States U.S. Capitol." To that end, the CVC recruits 

individuals who have experience in and appreciate the importance of customer service 

and, for Visitor Guides, who also have experience in public speaking or in giving tours. 

Individuals must display a positive attitude and welcoming demeanor. Although a 

background in history is beneficial, more important to the CVC is that potential Visitor 

Guides and Visitor Assistants are keenly interested in and willing to learn the history of 

the U.S. Capitol and Congress. 

16. What is the CVC's biggest challenge today and what do you see as your biggest 

challenge in the future? 

The CVC's unique role in providing a secure public environment to welcome and 

manage a large number of visitors as part of the overall congressional commitment to 

protecting the U.S. Capitol is a singular honor and an ongoing challenge. Fiscal year 

2017 was the highest yearly visitation since the opening in 2008- exceeding previous 

yearly attendance by some 200,000 visitors. If this trend continues and in fact expands, 

the challenge of balancing the goal of enabling as many people as possible to safely visit 

the U.S. Capitol versus limited space that is reserved for congressional business and that 

is accessible to tours will only intensify. 

The CVC will continue to be faced with how best to enhance management of high 

demand for tours versus the realities of how much foot traffic the U.S. Capitol building 

can safely and security accommodate. The CVC is confident that the appropriate balance 

will be found by collaborating with and seeking the guidance of its congressional 

oversight committees and congressional partners. 

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