improve public services provided by the Federal Gov-
ernment based on customer feedback; 
(2) the people of the United States deserve a 
Federal Government that provides efficient, effec-
tive, equitable, and high-quality services and cus-
tomer experiences across multiple channels; 
(3) many agencies, offices, programs, and Fed-
eral employees provide excellent customer experi-
ences to individuals, but many parts of the Federal 
Government still fall short on delivering the cus-
tomer experience that individuals have come to ex-
pect from the private sector; 
(4) according to the 2020 American Customer 
Satisfaction Index, the Federal Government ranks 
among the bottom of all industries in the United 
States in customer satisfaction; 
(5) providing an equitable, reliable, transparent, 
and responsive customer experience to individuals 
improves the confidence of the people of the United 
States in their Government and helps agencies 
achieve greater impact and fulfill their missions; and 
(6) improving service to individuals requires 
agencies to work across organizational boundaries, 
leverage technology, collect and share standardized 
VerDate Sep 11 2014 
15:58 Aug 06, 2021
Jkt 019200
PO 00000
Frm 00002
Fmt 6652
Sfmt 6201
E:\BILLS\H4688.IH
H4688
pamtmann on DSKBC07HB2PROD with BILLS
data, and develop customer-centered mindsets and 
experience strategies. 
(b) SENSE OF CONGRESS.—It is the sense of Con-
gress that— 
(1) all agencies should strive to provide a high- 
quality, courteous, effective, and efficient customer 
experience to the people of the United States and 
seek to measure, collect, report, and use metrics re-
lating to the experience of individuals interacting 
with agencies to continually improve the customer 
experience of the people of the United States; and 
(2) adequate Federal funding is needed to en-
sure agency staffing levels that can provide the pub-
lic with an improved customer experience. 
SEC. 3. DEFINITIONS. 
In this Act: 
(1) ADMINISTRATOR.—The term ‘‘Adminis-
trator’’ means the Administrator of General Serv-
ices. 
(2) AGENCY.—The term ‘‘agency’’ has the 
meaning given the term in section 3502 of title 44, 
United States Code. 
(3) COVERED
AGENCY.—The term ‘‘covered 
agency’’ means an agency or component of an agen-
cy that is required by the Director to collect vol-
VerDate Sep 11 2014 
15:58 Aug 06, 2021
Jkt 019200
PO 00000
Frm 00003
Fmt 6652
Sfmt 6201
E:\BILLS\H4688.IH
H4688
pamtmann on DSKBC07HB2PROD with BILLS
untary customer experience feedback for purposes of 
section 5, based on an assessment of the components 
and programs of the agency with the highest impact 
on or number of interactions with individuals or en-
tities. 
(4) DIRECTOR.—The term ‘‘Director’’ means 
the Director of the Office of Management and Budg-
et. 
(5) VOLUNTARY CUSTOMER EXPERIENCE FEED-
BACK.—The term ‘‘voluntary customer experience 
feedback’’ means the submission of information, an 
opinion, or a concern to an agency by an individual 
or entity that— 
(A) is voluntarily made by the individual or 
entity; and 
(B) relates to— 
(i) a particular service provided to the 
individual or entity by the agency; or 
(ii) an interaction of the individual or 
entity with the agency. 
SEC. 4. GUIDELINES FOR VOLUNTARY CUSTOMER EXPERI-
ENCE FEEDBACK. 
Each agency that solicits voluntary customer experi-
ence feedback shall ensure that— 
VerDate Sep 11 2014 
15:58 Aug 06, 2021
Jkt 019200
PO 00000
Frm 00004
Fmt 6652
Sfmt 6201
E:\BILLS\H4688.IH
H4688
pamtmann on DSKBC07HB2PROD with BILLS
(1) individuals and entities providing responses 
to the solicitation of voluntary customer experience 
feedback have the option to remain anonymous; 
(2) individuals and entities that decline to par-
ticipate in the solicitation of voluntary customer ex-
perience feedback are not treated differently by the 
agency for purposes of providing services or informa-
tion; 
(3) the solicitation includes— 
(A) the fewest number of questions as is 
practicable; and 
(B) not more than 10 questions; 
(4) the voluntary nature of the solicitation is 
clear; 
(5) the proposed solicitation of voluntary cus-
tomer experience feedback will contribute to im-
proved customer experience; 
(6) solicitations of voluntary customer experi-
ence feedback are limited to 1 solicitation per inter-
action with an individual or entity; 
(7) to the extent practicable, the solicitation of 
voluntary customer experience feedback is made at 
the point of service with an individual or entity; 
(8) instruments for collecting voluntary cus-
tomer experience feedback are accessible to individ-
VerDate Sep 11 2014 
15:58 Aug 06, 2021
Jkt 019200
PO 00000
Frm 00005
Fmt 6652
Sfmt 6201
E:\BILLS\H4688.IH
H4688
pamtmann on DSKBC07HB2PROD with BILLS
uals 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 customer experience feedback from individ-
uals and entities. 
SEC. 5. CUSTOMER EXPERIENCE DATA COLLECTION. 
(a) COLLECTION OF RESPONSES.—The head of each 
covered agency, assisted by and in coordination with the 
senior accountable official for customer experience of the 
covered agency, shall collect voluntary customer experience 
feedback with respect to services of or interactions with 
the covered agency. 
(b) CONTENT OF QUESTIONS.— 
(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 customer experience 
feedback under this section that address— 
(A) overall satisfaction of individuals or 
entities with the specific interaction or service 
received; 
VerDate Sep 11 2014 
15:58 Aug 06, 2021
Jkt 019200
PO 00000
Frm 00006
Fmt 6652
Sfmt 6201
E:\BILLS\H4688.IH
H4688
pamtmann on DSKBC07HB2PROD with BILLS
(B) the extent to which individuals or enti-
ties were able to accomplish the intended task 
or purpose of those individuals or entities; 
(C) whether an individual or entity was 
treated with respect and professionalism; 
(D) whether an individual or entity be-
lieves that the individual or entity was served in 
a timely manner; and 
(E) any additional metrics determined by 
the Director, in coordination with the Adminis-
trator. 
(2) ADDITIONAL
QUESTIONS.—In addition to 
the questions developed under paragraph (1), the 
senior accountable official for customer experience of 
a covered agency may develop questions relevant to 
the specific operations or programs of the covered 
agency. 
(c) ADDITIONAL REQUIREMENTS.—To the extent 
practicable— 
(1) each covered agency shall collect voluntary 
customer experience feedback across every platform 
or channel through which the covered agency inter-
acts with individuals or other entities to deliver in-
formation or services; and 
VerDate Sep 11 2014 
15:58 Aug 06, 2021
Jkt 019200
PO 00000
Frm 00007
Fmt 6652
Sfmt 6201
E:\BILLS\H4688.IH
H4688
pamtmann on DSKBC07HB2PROD with BILLS
(2) voluntary customer experience feedback col-
lected under this section shall be tied to specific 
transactions or interactions with customers of the 
covered agency. 
(d) EXEMPTION FROM PUBLIC NOTICE AND COM-
MENT.—The requirements of section 3506(c)(2)(A) and 
subparagraphs (B) and (D) of subsection (a)(1) and sub-
section (b) of section 3507 of title 44, United States Code, 
shall not apply to the collection of voluntary customer ex-
perience feedback by an agency that meets the require-
ments of this Act. 
(e) REPORT.— 
(1) IN GENERAL.—Not later than 1 year after 
the date of enactment of this Act and not less fre-
quently than quarterly thereafter, each covered 
agency shall submit to the Director, in a manner de-
termined by the Director, an aggregated report on 
each solicitation of voluntary customer experience 
feedback from individuals and entities conducted by 
the covered agency, which shall include— 
(A) the intended purpose of the solicita-
tion; 
(B) the appropriate point of contact within 
the covered agency for the solicitation; 
VerDate Sep 11 2014 
15:58 Aug 06, 2021
Jkt 019200
PO 00000
Frm 00008
Fmt 6652
Sfmt 6201
E:\BILLS\H4688.IH
H4688
pamtmann on DSKBC07HB2PROD with BILLS
(C) the questions or survey instrument 
submitted to members of the public as part of 
the solicitation; 
(D) a description of how the covered agen-
cy uses the voluntary customer experience feed-
back from the solicitation to improve the cus-
tomer experience of the covered agency; and 
(E) the results of the solicitation, includ-
ing— 
(i) the responses collected; 
(ii) the total number of survey re-
sponses; and 
(iii) the rate of response for the solici-
tation. 
(2) CENTRALIZED
WEBSITE.—The Director 
shall— 
(A) include and maintain on a publicly 
available website the information provided by 
covered agencies under paragraph (1); and 
(B) for the purpose of subparagraph (A), 
establish a website or make use of an existing 
website, such as the website required under sec-
tion 1122 of title 31, United States Code. 
VerDate Sep 11 2014 
15:58 Aug 06, 2021
Jkt 019200
PO 00000
Frm 00009
Fmt 6652
Sfmt 6201
E:\BILLS\H4688.IH
H4688
pamtmann on DSKBC07HB2PROD with BILLS
SEC. 6. CUSTOMER EXPERIENCE REPORT. 
(a) IN GENERAL.—Not later than 450 days after the 
date on which all covered agencies have submitted the first 
reports to the Director required under section 5(e)(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 Governmental Af-
fairs of the Senate and the Committee on Oversight 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 submitted by covered agencies under section 
5(e)(1); 
(2) a description of how each covered agency 
used the voluntary customer experience feedback re-
ceived by the covered agency to improve the cus-
tomer experience of the covered agency; and 
(3) an assessment of the quality of the data col-
lected under this Act and, if applicable, rec-
ommendations to improve that quality. 
SEC. 7. RESTRICTION ON USE OF INFORMATION. 
No information collected pursuant to this Act may 
be used in any appraisal of the job performance of a Fed-
VerDate Sep 11 2014 
15:58 Aug 06, 2021
Jkt 019200
PO 00000
Frm 00010
Fmt 6652
Sfmt 6201
E:\BILLS\H4688.IH
H4688
pamtmann on DSKBC07HB2PROD with BILLS
eral employee under chapter 43 of title 5, United States 
Code, or any other provision of law. 
Æ 
VerDate Sep 11 2014 
15:58 Aug 06, 2021
Jkt 019200
PO 00000
Frm 00011
Fmt 6652
Sfmt 6301
E:\BILLS\H4688.IH
H4688
pamtmann on DSKBC07HB2PROD with BILLS