I 
116TH CONGRESS 
1ST SESSION H. R. 2586 
To require the collection of voluntary feedback on services provided by 
agencies, and for other purposes. 
IN THE HOUSE OF REPRESENTATIVES 
MAY 8, 2019 
Mr. FITZPATRICK (for himself and Mr. CONNOLLY) introduced the following 
bill; which was referred to the Committee on Oversight and Reform 
A BILL 
To require the collection of voluntary feedback on services 
provided by agencies, and for other purposes. 
Be it enacted by the Senate and House of Representa-
tives of the United States of America in Congress assembled, 
SECTION 1. SHORT TITLE. 
This Act may be cited as the ‘‘Federal Agency Cus-
tomer Experience Act of 2019’’. 
SEC. 2. FINDINGS; SENSE OF CONGRESS. 
(a) FINDINGS.—Congress finds that— 
(1) the Federal Government serves the people 
of the United States and should seek to continually 
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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, and high-quality services across multiple chan-
nels; 
(3) many agencies, offices, programs, and Fed-
eral employees provide excellent service to individ-
uals, however many parts of the Federal Govern-
ment still fall short on delivering the customer serv-
ice experience that individuals have come to expect 
from the private sector; 
(4) according to the 2018 American Customer 
Satisfaction Index, the Federal Government ranks 
among the bottom of all industries in the United 
States in customer satisfaction; 
(5) providing quality services to individuals im-
proves 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 
data, and develop customer-centered mindsets and 
service strategies. 
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(b) SENSE OF CONGRESS.—It is the sense of Con-
gress that— 
(1) all agencies should strive to provide high- 
quality, courteous, effective, and efficient services to 
the people of the United States and seek to measure, 
collect, report, and utilize metrics relating to the ex-
perience of individuals interacting with agencies to 
continually improve services to 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 appropriate customer service levels. 
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-
untary feedback for purposes of section 6, based on 
an assessment of the components and programs of 
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