(1) PERFORMANCE
MEASURES
AND
STAND-
ARDS.—The Comptroller General and the Director 
of the Office of Management and Budget shall joint-
ly develop— 
(A) performance measures to determine 
whether Federal agencies are providing high 
quality customer service; and 
(B) standards to be met by Federal agen-
cies in order to provide high quality customer 
service. 
(2) REQUIREMENT
TO
TAKE
INTO
ACCOUNT 
CERTAIN
INFORMATION.—Such standards shall be 
developed after taking into account the information 
collected by Federal agencies under subsection (b). 
(b) CUSTOMER SERVICE INPUT.—The head of each 
Federal agency shall collect information from its cus-
tomers regarding the quality of those services. The infor-
mation shall be collected through a survey, focus groups, 
or such other appropriate methods as may be approved 
by the Comptroller General. Not later than one year after 
the date of the enactment of this Act, the head of each 
Federal agency shall submit to the Comptroller General 
a report on the information collected. 
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SEC. 3. IMPLEMENTATION OF CUSTOMER SERVICE STAND-
ARDS. 
(a) CUSTOMER RELATIONS REPRESENTATIVE.—The 
head of each Federal agency shall designate an employee 
to be the customer relations representative of the agency. 
Such representative shall be responsible for implementing 
the customer service standards developed under section 2 
and the agency requirements under subsection (b). 
(b) AGENCY STANDARDS.—Subject to subsection (c), 
the head of each Federal agency, acting through its cus-
tomer relations representative, shall prescribe regulations 
to implement the customer service standards developed 
under section 2 within the agency. The regulations shall 
include specific principles of customer service applicable 
to that agency and shall be available on the agency’s pub-
lic website. 
(c) APPROVAL BY DIRECTOR.—The regulations devel-
oped under subsection (b) may be prescribed only after 
approval by the Director of the Office of Management and 
Budget. 
SEC. 4. INSPECTIONS AND REPORTS BY GOVERNMENT AC-
COUNTABILITY OFFICE. 
(a) INSPECTIONS.—The Comptroller General shall in-
spect each Federal agency each year and analyze each 
such agency’s customer service performance to determine 
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whether it is meeting the standards for customer service 
developed under section 2. 
(b) REPORTS TO AGENCIES.—After inspecting a Fed-
eral agency pursuant to subsection (a), the Comptroller 
General shall annually provide to the agency a report on 
its customer service performance. 
(c) REPORT TO CONGRESS.—The Comptroller Gen-
eral shall annually submit to the Committee on Govern-
ment Reform of the House of Representatives and the 
Committee on Homeland Security and Governmental Af-
fairs of the Senate a report on the performance of cus-
tomer service by Federal agencies. 
SEC. 5. AWARDS FOR EXEMPLARY CUSTOMER SERVICE. 
The Comptroller General may give an award to a 
Federal agency to recognize the provision of exemplary 
customer service by the agency, as determined by the 
Comptroller General based on an inspection under section 
4 or such other evaluation determined appropriate by the 
Comptroller General. 
SEC. 6. DEFINITIONS. 
In this Act: 
(1) The term ‘‘customer’’, with respect to a 
Federal agency, means any individual or non-Fed-
eral Government entity to which the agency provides 
services. 
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(2) The term ‘‘Federal agency’’ has the mean-
ing given the term ‘‘Executive agency’’ by section 
105 of title 5, United States Code, except that the 
term does not include an agency if the President de-
termines that this Act should not apply to the agen-
cy for national security reasons. 
Æ 
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