SECTION 1. SHORT TITLE. 
This Act may be cited as the ‘‘Government Customer 
Service Improvement Act of 2013’’. 
SEC. 2. DEFINITIONS. 
In this Act: 
(1) AGENCY.—The term ‘‘agency’’— 
(A) means an Executive agency (as defined 
under section 105 of title 5, United States 
Code) that provides significant services directly 
to the public or other entity; and 
(B) does not include an Executive agency 
if the President determines that this Act should 
not apply to the Executive agency for national 
security reasons. 
(2) CUSTOMER.—The term ‘‘customer’’, with 
respect to an agency, means any individual or entity 
that is directly served by an agency. 
SEC. 3. DEVELOPMENT OF CUSTOMER SERVICE STAND-
ARDS. 
(a) GOVERNMENT-WIDE STANDARDS.— 
(1) IN GENERAL.—The Director of the Office of 
Management and Budget shall develop Government- 
wide standards for customer service delivery, which 
shall be included in the Federal Government Per-
formance Plan required under section 1115 of title 
31, United States Code.
(2) REQUIREMENTS.—The standards developed 
under paragraph (1) shall include— 
(A) Government-wide goals for continuous 
service improvements and efforts to modernize 
service delivery; and 
(B) where appropriate, Government-wide 
target response times for telephone calls, elec-
tronic mail, mail, benefit processing, and pay-
ments. 
(b) AGENCY STANDARDS.— 
(1) IN GENERAL.—The Performance Improve-
ment Officer for each agency shall establish cus-
tomer service standards in accordance with the Gov-
ernment-wide standards developed under subsection 
(a), which shall be included in the Agency Perform-
ance Plans required under section 1115 of title 31, 
United States Code. 
(2) REQUIREMENTS.—Agency standards estab-
lished under paragraph (1) shall include, if appro-
priate— 
(A) target call wait times during peak and 
non-peak hours; 
(B) target response times for correspond-
ence, both by mail and electronic mail;
(C) procedures for ensuring all applicable 
metrics are incorporated into service agree-
ments with nongovernmental individuals and 
entities; 
(D) target response times for processing 
benefits and making payments; and 
(E) recommendations for effective publica-
tion of customer service contact information, in-
cluding a mailing address, telephone number, 
and email address. 
(c) CUSTOMER SERVICE INPUT.— 
(1) ESTABLISHMENT.—The Director of the Of-
fice of Management and Budget shall establish a 
Customer Service Feedback Pilot Program. The 
pilot program shall include participation by the In-
ternal Revenue Service and a minimum of two addi-
tional agencies selected by the Director and shall 
continue for a period of at least three years. The Di-
rector shall require participating agencies to imple-
ment a customer service feedback system to collect 
information from customers of the agency regarding 
the quality of customer service provided by the agen-
cy, including— 
(A) information on the extent to which 
agency performance complies with the Govern-
ment-wide standards developed under sub-
section (a); and 
(B) feedback on the quality of customer 
service provided by the agency employee or em-
ployees with whom the customer interacted. 
(2) LIMITATION.—An agency may not publish 
or make publically available information collected 
under the feedback system that is specific to a 
named employee. 
(3) ADDITIONAL
INFORMATION
IN
PERFORM-
ANCE REPORT.—In developing the performance re-
port made available by the agency under section 
1116 of title 31, United States Code, each agency— 
(A) shall include the information collected 
under this subsection; and 
(B) may include aggregate data collected 
under paragraph (1)(B) without including 
names of specific agency employees. 
(4) REPORT TO CONGRESS ON CUSTOMER SERV-
ICE
FEEDBACK
PILOT
PROGRAM.—Not later than 
two years after the implementation of the Customer 
Service Feedback Pilot Program established under 
this subsection, the Comptroller General shall sub-
mit to Congress a report assessing the pilot program
and a recommendation on whether such program 
should be expanded Government-wide. 
(d) ANNUAL PERFORMANCE UPDATE.—The Director 
of the Office of Management and Budget shall include 
achievements by agencies in meeting the customer service 
performance standards developed under subsection (a) in 
each update on agency performance required under section 
1116 of title 31, United States Code. 
SEC. 4. PERFORMANCE APPRAISAL. 
Compliance with customer service standards devel-
oped under this Act shall be included in employee ap-
praisal systems establish by agencies, including the per-
formance appraisal systems referred to in chapter 43 of 
title 5, United States Code. 
SEC. 5. SERVICE IMPROVEMENT UNIT PILOT PROGRAM. 
(a) ESTABLISHED.—The Director of the Office of 
Management and Budget shall establish a pilot program, 
to be known as the Service Improvement Unit Pilot Pro-
gram (in this section referred to as the ‘‘pilot program’’), 
to provide assistance to agencies that do not meet the Gov-
ernment-wide standards developed under section 3. 
(b) PERSONNEL.—The heads of agencies with exper-
tise in change management, process improvement, and in-
formation technology innovation shall detail employees to 
the Office of Management and Budget to work on the pilot
program, based on the expertise and skills required to ad-
dress service improvement goals. 
(c) RESPONSIBILITIES.—Under the pilot program, 
the Office of Management and Budget shall work with 
agencies that are not meeting the customer service stand-
ards developed under section 3 to improve and modernize 
service delivery to develop solutions, including— 
(1) evaluating the efforts of the agency to im-
prove service delivery; 
(2) developing a plan to improve within existing 
resources and by drawing on expertise and assist-
ance 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; and 
(4) submitting to the Director of the Office of 
Management and Budget monthly reports on the 
progress being made to improve service at the agen-
cy until the customer service standards are met. 
(d) REPORT.—Not later than 2 years after the date 
of enactment of this Act, the Director of the Office of 
Management and Budget shall submit to Congress a re-
port on the accomplishments and outcomes of the pilot