Sec. 1. Short title; table of contents. 
Sec. 2. Findings; sense of Congress. 
Sec. 3. Definitions. 
Sec. 4. Development of customer experience standards. 
Sec. 5. Service Improvement and Accountability Unit Pilot Program. 
Sec. 6. Effective date. 
SEC. 2. FINDINGS; SENSE OF CONGRESS. 
(a) FINDINGS.—The Congress finds the following: 
(1) The Federal Government serves the people 
of the United States and should seek to continually 
improve public services. 
(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 functions of the Federal Gov-
ernment do not provide the customer service experi-
ence that individuals have come to expect from the 
private sector. 
(4) The lack of Federal Government customer 
service is an inveterate occurrence which has been 
attempted to be addressed through the actions of 
previous administrations including the Executive 
Order 12862, ‘‘Setting Customer Service Stand-
ards,’’ signed September 11, 1993, by President 
William J. Clinton and Executive Order 13571, 
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‘‘Streamlining Service Delivery and Improving Cus-
tomer Service,’’ signed April 27, 2011, by President 
Barack H. Obama. 
(5) According to the 2016 American Customer 
Satisfaction Index, the Federal Government ranks 
among the bottom of all industries in the United 
States in customer satisfaction. 
(6) Providing quality services to individuals im-
proves the confidence of the people of the United 
States in their Government. Such quality service is 
a necessary factor for agencies to fulfill their specific 
and clearly defined missions. 
(7) 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. 
(b) SENSE OF CONGRESS.—It is the sense of Con-
gress that all agencies should strive to provide high-qual-
ity, courteous, effective, and efficient services to the people 
of the United States and seek to measure, collect, report, 
and use metrics relating to the experience of individuals 
interacting with agencies to continually improve services 
to the people of the United States. 
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SEC. 3. DEFINITIONS. 
In this Act: 
(1) ADMINISTRATOR.—The term ‘‘Adminis-
trator’’ means the Administrator of General Serv-
ices. 
(2) AGENCY.—The term ‘‘agency’’— 
(A) has the meaning given that term under 
section 3502 of title 44, United States Code; 
and 
(B) does not include an agency the Presi-
dent excludes for national security reasons. 
(3) CUSTOMER.—The term ‘‘customer’’, with 
respect to an agency, means any individual or entity 
that is directly served by an agency, including a 
Congressional office. 
(4) CUSTOMER EXPERIENCE.—The term ‘‘cus-
tomer experience’’ means the experience of an indi-
vidual with an agency related to any service the 
agency is required to perform in accordance with the 
mission of the agency that requires personal assist-
ance, interaction, or accessibility of the services and 
information provided by the agency. 
(5) DIRECTOR.—The term ‘‘Director’’ means 
the Director of the Office of Management and Budg-
et. 
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SEC. 4. DEVELOPMENT OF CUSTOMER EXPERIENCE STAND-
ARDS. 
(a) SELECTION OF CERTAIN AGENCIES BY OMB.— 
Not later than 90 days after the date of the enactment 
of this Act, the Director shall select certain agencies (in-
cluding at a minimum the Department of Veterans Af-
fairs, the Office of Personnel Management, and the Inter-
nal Revenue Service) to develop customer experience 
standards and performance plans for that agency. 
(b) 
AGENCY
STANDARDS
AND
PERFORMANCE 
PLANS.— 
(1) IN
GENERAL.—Not later than 6 months 
after the date on which the selection is made pursu-
ant to subsection (a), the senior accountable official 
for customer experience for each agency, in consulta-
tion with relevant agency program officials, shall de-
velop customer experience standards and perform-
ance plans, subject to approval by the head of the 
agency and the Director. 
(2) REQUIREMENTS
FOR
AGENCY
CUSTOMER 
EXPERIENCE
STANDARDS
AND
PERFORMANCE 
PLANS.—The customer experience standards and 
performance plans established paragraph (1) shall 
be— 
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(A) based on customer and market re-
search that identifies the aspects of service de-
livery that are most important to citizens; and 
(B) collected through both qualitative and 
quantitative research methods that incorporate 
voluntary feedback from citizens. 
(3) INCLUSION
IN
AGENCY
PERFORMANCE 
PLANS.—The approved standards and performance 
plans shall be included in the agency performance 
plans required under section 1115(b) of title 31, 
United States Code. 
(c) REQUIREMENT TO SUBMIT AND PUBLISH STAND-
ARDS
AND PERFORMANCE PLANS.—Not later than 1 
month after the approval of the customer experience 
standards and performance plans required pursuant to 
subsection (b), the standards and plans shall be made pub-
licly available by the senior accountable official for cus-
tomer experience of the agency on the website of the rel-
evant agency. 
(d) EFFECTIVE DATE OF STANDARDS.—The cus-
tomer experience standards and performance plans devel-
oped under subsection (b) shall be effective upon publica-
tion in the agency performance plan pursuant to section 
1115(b) of title 31, United States Code. 
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