SEC. 5. SERVICE IMPROVEMENT AND ACCOUNTABILITY 
UNIT PILOT PROGRAM. 
(a) ESTABLISHMENT
OF
PILOT
PROGRAM.—Not 
later than 1 year after the date on which the customer 
experience standards and performance plans are published 
pursuant to section 4(c), the Director shall establish a 
pilot program, to be known as the Service Improvement 
and Accountability Unit Pilot Program (in this section re-
ferred to as the ‘‘pilot program’’), to provide assistance 
to an agency that does not meet the standards that apply 
to that agency under section 4. 
(b) PERSONNEL.—The Director shall work with the 
head of each agency to detail employees within the agency 
to work on the pilot program, based on the expertise and 
skills required to address service improvement goals. Any 
employee so detailed shall be done in accordance with the 
requirements in section 3341 of title 5, United States 
Code. 
(c) RESPONSIBILITIES.—Under the pilot program, 
the Office of Management and Budget shall work with any 
agency that does not meet the customer experience stand-
ards developed by that agency under section 4 to improve 
and modernize service delivery to develop solutions, includ-
ing the following: 
(1) Evaluating the efforts of the agency to im-
prove service delivery. 
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(2) Developing a plan with clearly defined 
short- and long-term goals to improve within exist-
ing resources and by drawing on expertise and as-
sistance from other agencies (including the Office of 
Management and Budget) where necessary. 
(3) Monitoring implementation by the agency of 
the plan developed under paragraph (2) until the 
customer service standards are met. 
(4) Submitting every 6 months to the Director 
of the Office of Management and Budget a report 
on the progress being made to improve service at the 
agency until the customer experience standards are 
met. 
(d) REPORT.—Not later than 2 years after the date 
on which the pilot program is implemented, and annually 
thereafter until the termination of the pilot program, the 
Director shall submit to the Committee on Oversight and 
Government Reform of the House of Representatives and 
the Committee on Homeland Security and Governmental 
Affairs of the Senate a report on the accomplishments and 
outcomes of the pilot program across all agencies in which 
it has been implemented and any recommendations for 
changes necessary achieve the customer experience stand-
ards developed under section 4. The report shall include— 
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(1) achievements by agencies in meeting the 
customer experience performance standards devel-
oped under section 4; and 
(2) an evaluation of the difficulties and lack of 
quality customer experience still prevalent. 
(e) SUPPORT.—The Administrator shall provide ad-
ministrative and other support in order to implement the 
pilot program under this section. The head of each agency 
shall, as appropriate and to the extent permitted by law, 
provide at the request of the Director up to 2 personnel 
authorizations who have expertise in change management, 
process improvement, project management, and informa-
tion technology innovation to support the pilot program. 
Such personnel may be the Inspector General. 
(f) PROGRAM CONTINUATION.—The pilot program 
shall be taken up for consideration of continuation or ter-
mination 5 years after the date of the enactment of this 
Act by the relevant committees of jurisdiction in the 
House of Representatives and the Senate. 
SEC. 6. EFFECTIVE DATE. 
This Act shall take effect 3 months after the date 
of the enactment of this Act. 
Æ 
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