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-
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tronic mail, mail, benefit processing, and pay-
ments. 
(b) AGENCY STANDARDS.— 
(1) IN GENERAL.—The Chief Performance Offi-
cer for each agency shall establish customer service 
standards in accordance with the Government-wide 
standards established under subsection (a), which 
shall be included in the Agency Performance 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-
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cluding a mailing address, telephone number, 
and email address. 
(c) CUSTOMER SERVICE INPUT.—The Performance 
Improvement Officer for each agency shall collect informa-
tion from customers of the agency regarding the quality 
of customer service provided by the agency. Each agency 
shall include the information collected under this sub-
section in the performance report made available by the 
agency under section 1116 of title 31, United States Code. 
(d) ANNUAL PERFORMANCE UPDATE.—The Director 
of the Office of Management and Budget shall include 
achievements by agencies in meeting the customer service 
performance measures and standards developed under 
subsection (a) in each update on agency performance re-
quired under section 1116 of title 31, United States Code. 
SEC. 4. 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 established 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 
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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 and performance measures established under section 
3 to improve and modernize service delivery to develop so-
lutions, 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 and performance meas-
ures 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 
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Management and Budget shall submit to Congress a re-
port on the accomplishments and outcomes of the pilot 
program and any recommendations relating to achieving 
the customer service standards and performance measures 
established under section 3. 
(e) SUPPORT.—The Administrator of General Serv-
ices shall provide administrative and other support in 
order to implement the pilot program under this section. 
The heads of agencies shall, as appropriate and to the ex-
tent permitted by law, provide at the request of the Direc-
tor of the Office of Management and Budget up to 2 per-
sonnel authorizations who have expertise in change man-
agement, process improvement, and information tech-
nology innovation to support the pilot program. 
(f) TERMINATION.—The authority to carry out the 
pilot program shall terminate 2 years after the date of 
enactment of this Act. 
SEC. 5. RETIREMENT REPORTING. 
(a) DEFINITION.—In this section, the term ‘‘agency’’ 
has the meaning given that term in section 551 of title 
5, United States Code. 
(b) REPORTS.— 
(1) IN GENERAL.—Except as provided in para-
graph (2) and not later than 30 days after the date 
of enactment of this Act, and every month there-
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after, the Director of the Office of Personnel Man-
agement shall submit to Congress and the Comp-
troller General of the United States, and issue pub-
licly (including on the website of the Office of Per-
sonnel Management), a report that— 
(A) for each agency, evaluates the timeli-
ness, completeness, and accuracy of information 
submitted by the agency relating to employees 
of the agency who are retiring; and 
(B) indicates— 
(i) the total number of applications 
for retirement benefits, lump sum death 
benefits, court ordered benefits, phased re-
tirement, and disability retirement that are 
pending action by the Office of Personnel 
Management; and 
(ii) the number of months each such 
application has been pending. 
(2) SUSPENSION
OF
REPORTING
REQUIRE-
MENT.—Paragraph (1) shall not apply to the Direc-
tor of the Office of Personnel Management for any 
month immediately following a 3-year period in 
which there are no applications described in para-
graph (1)(B) that have been pending for more than 
60 days. 
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SEC. 6. NO INCREASE IN EXPENDITURES. 
No additional funds are authorized to carry out this 
Act. This Act shall be carried out using amounts otherwise 
authorized or appropriated. 
Æ 
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