the agency with the highest impact on or number of 
interactions with individuals or entities. 
(4) DIRECTOR.—The term ‘‘Director’’ means 
the Director of the Office of Management and Budg-
et. 
(5) VOLUNTARY
FEEDBACK.—The term ‘‘vol-
untary feedback’’ has the meaning given the term in 
section 3502 of title 44, United States Code, as 
added by section 4 of this Act. 
SEC. 4. APPLICATION OF THE PAPERWORK REDUCTION 
ACT TO COLLECTION OF VOLUNTARY FEED-
BACK. 
Subchapter I of chapter 35 of title 44, United States 
Code (commonly known as the ‘‘Paperwork Reduction 
Act’’), is amended— 
(1) in section 3502— 
(A) in paragraph (13)(D), by striking 
‘‘and’’ at the end; 
(B) in paragraph (14), by striking the pe-
riod at the end and inserting ‘‘; and’’; and 
(C) by adding at the end the following: 
‘‘(15) the term ‘voluntary feedback’ means any 
submission of information, opinion, or concern that 
is— 
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‘‘(A) voluntarily made by a specific indi-
vidual or other entity relating to a particular 
service of or transaction with an agency; and 
‘‘(B) specifically solicited by that agency.’’; 
and 
(2) in section 3518(c)(1)— 
(A) in subparagraph (C), by striking ‘‘or’’ 
at the end; 
(B) in subparagraph (D), by striking the 
period at the end and inserting ‘‘; or’’; and 
(C) by adding at the end the following: 
‘‘(E) by an agency that is voluntary feed-
back.’’. 
SEC. 5. GUIDELINES FOR VOLUNTARY FEEDBACK. 
Each agency that solicits voluntary feedback shall en-
sure that— 
(1) responses to the solicitation of voluntary 
feedback remain anonymous and shall not be traced 
to specific individuals or entities; 
(2) individuals and entities who decline to par-
ticipate in the solicitation of voluntary feedback shall 
not be treated differently by the agency for purposes 
of providing services or information; 
(3) the solicitation does not include more than 
10 questions; 
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(4) the voluntary nature of the solicitation is 
clear; 
(5) the proposed solicitation of voluntary feed-
back will contribute to improved customer service; 
(6) solicitations of voluntary feedback are lim-
ited to 1 solicitation per interaction with an indi-
vidual or entity; 
(7) to the extent practicable, the solicitation of 
voluntary feedback is made at the point of service 
with an individual or entity; 
(8) instruments for collecting voluntary feed-
back are accessible to individuals with disabilities in 
accordance with section 508 of the Rehabilitation 
Act of 1973 (29 U.S.C. 794d); and 
(9) internal agency data governance policies re-
main in effect with respect to the collection of vol-
untary feedback from individuals and entities. 
SEC. 6. CUSTOMER EXPERIENCE DATA COLLECTION. 
(a) COLLECTION OF RESPONSES.—The head of each 
covered agency (or a designee), assisted by and in coordi-
nation with the senior accountable official for customer 
service of the covered agency, shall collect voluntary feed-
back with respect to services of or transactions with the 
covered agency. 
(b) CONTENT OF QUESTIONS.— 
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(1) STANDARDIZED QUESTIONS.—The Director, 
in coordination with the Administrator, shall develop 
a set of standardized questions for use by covered 
agencies in collecting voluntary feedback under this 
section that address— 
(A) overall satisfaction of individuals or 
entities with the specific interaction or service 
received; 
(B) the extent to which individuals or enti-
ties were able to accomplish their intended task 
or purpose; 
(C) whether the individual or entity was 
treated with respect and professionalism; 
(D) whether the individual or entity be-
lieves they were served in a timely manner; and 
(E) any additional metrics as determined 
by the Director, in coordination with the Ad-
ministrator. 
(2) ADDITIONAL
QUESTIONS.—In addition to 
the questions developed under paragraph (1), the 
senior accountable official for customer service at a 
covered agency may develop questions relevant to the 
specific operations or programs of the covered agen-
cy. 
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(c) ADDITIONAL REQUIREMENTS.—To the extent 
practicable— 
(1) each covered agency shall collect voluntary 
feedback across all platforms or channels through 
which the covered agency interacts with individuals 
or other entities to deliver information or services; 
and 
(2) voluntary feedback collected under this sec-
tion shall be tied to specific transactions or inter-
actions with customers of the covered agency. 
(d) REPORTS.— 
(1) ANNUAL REPORT TO THE DIRECTOR.— 
(A) IN GENERAL.—Not later than 1 year 
after the date of enactment of this Act, and not 
less frequently than annually thereafter, each 
covered agency shall publish on the website of 
the covered agency and submit to the Director, 
in a manner determined by the Director, a re-
port on the voluntary feedback required to be 
collected under this section that includes— 
(i) the detailed results, including a 
summary of how individuals and entities 
responded to each question; 
(ii) the total number of survey re-
sponses; and 
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(iii) the response rate for each survey 
administered. 
(B) CENTRALIZED WEBSITE.—The Direc-
tor shall— 
(i) include and maintain on a publicly 
available website links to the information 
provided on the websites of covered agen-
cies under subparagraph (A); and 
(ii) for purposes of clause (i), estab-
lish a website or make use of an existing 
website, such as the website required under 
section 1122 of title 31, United States 
Code. 
(2) 
AGGREGATED
REPORT.—Each 
covered 
agency shall publish, on a regular basis, an aggre-
gated report on the solicitation of voluntary feedback 
sent to individuals or entities, which shall include— 
(A) the intended purpose of each solicita-
tion of voluntary feedback conducted by the 
covered agency; 
(B) the appropriate point of contact within 
each covered agency for each solicitation of vol-
untary feedback conducted; 
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(C) the questions or survey instrument 
submitted to members of the public as part of 
the solicitation of voluntary information; and 
(D) a description of how the covered agen-
cy uses the voluntary feedback received by the 
covered agency to improve the customer service 
of the covered agency. 
SEC. 7. CUSTOMER EXPERIENCE REPORT. 
(a) IN GENERAL.—Not later than 15 months after 
the date on which all covered agencies have submitted the 
first annual reports to the Director required under section 
6(d)(1), and every 2 years thereafter until the date that 
is 10 years after such date, the Comptroller General of 
the United States shall make publicly available and submit 
to the Committee on Homeland Security and Govern-
mental Affairs of the Senate and the Committee on Over-
sight and Reform of the House of Representatives a report 
assessing the data collected and reported by the covered 
agencies. 
(b) CONTENTS.—The report required under sub-
section (a) shall include— 
(1) a summary of the information required to 
be published by covered agencies under section 6(d); 
and 
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(2) a description of how each covered agency 
will use the voluntary feedback received by the cov-
ered agency to improve service delivery. 
SEC. 8. RESTRICTION ON USE OF INFORMATION. 
Any information collected pursuant to this Act, or 
any amendment made by this Act, may not be used in 
any appraisal of job performance of a Federal employee 
under chapter 43 of title 5, United States Code, or any 
other provision of law. 
Æ 
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