IB 
Union Calendar No. 382 
112TH CONGRESS 
2D SESSION 
H. R. 538 
[Report No. 112–534] 
To require the establishment of customer service standards for Federal 
agencies. 
IN THE HOUSE OF REPRESENTATIVES 
FEBRUARY 8, 2011 
Mr. CUELLAR introduced the following bill; which was referred to the 
Committee on Oversight and Government Reform 
JUNE 15, 2012 
Additional sponsors: Mr. MCCAUL, Mr. DUNCAN of Tennessee, and Mr. 
GOODLATTE 
JUNE 15, 2012 
Reported with an amendment, committed to the Committee of the Whole 
House on the State of the Union, and ordered to be printed 
[Strike out all after the enacting clause and insert the part printed in italic] 
[For text of introduced bill, see copy of bill as introduced on February 8, 2011] 
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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 ‘‘Government Customer 
Service Improvement Act’’. 
SEC. 2. DEVELOPMENT OF PERFORMANCE MEASURES AND 
STANDARDS FOR CUSTOMER SERVICE PRO-
VIDED BY FEDERAL AGENCIES. 
(a) REQUIREMENT.— 
(1) PERFORMANCE
MEASURES
AND
STAND-
ARDS.—The Director of the Office of Management and 
Budget shall develop— 
(A) performance measures to determine 
whether Federal agencies are providing high- 
quality customer service and improving service 
delivery to their customers; and 
(B) standards to be met by Federal agencies 
in order to provide high-quality customer service 
and improve service delivery to their customers. 
(2) REQUIREMENT TO TAKE INTO ACCOUNT CER-
TAIN INFORMATION.—The standards under paragraph 
(1) shall be developed after taking into account the in-
formation collected by Federal agencies under sub-
section (b). 
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(b) CUSTOMER SERVICE INPUT.—The head of each 
Federal agency shall collect information from its customers 
regarding the quality of customer services provided by the 
agency. Each Federal agency shall include this information 
in its performance report submitted under section 1116 of 
title 31, United States Code. 
(c) ANNUAL PERFORMANCE UPDATE.—The Director of 
the Office of Management and Budget shall include achieve-
ments by Federal agencies in meeting customer service per-
formance measures and standards developed under sub-
section (a) in each update on agency performance required 
under section 1116 of title 31, United States Code. 
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 REQUIREMENTS.— 
(1) GUIDELINES AND CONTACT INFORMATION.— 
The head of each Federal agency, acting through its 
customer relations representative, shall— 
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(A) issue guidelines to implement the cus-
tomer service standards developed under section 
2 within the agency, including specific prin-
ciples of customer service applicable to that agen-
cy; and 
(B) publish customer service contact infor-
mation, including a mailing address, telephone 
number, and e-mail address. 
(2) AVAILABILITY.—The guidelines and the cus-
tomer service contact information required under this 
subsection shall be available on the agency’s public 
website. 
SEC. 4. PERFORMANCE APPRAISAL. 
Compliance with customer service standards developed 
under this Act shall be included in the performance ap-
praisal systems referred to in sections 4302(a) and 4312 
of title 5, United States Code. 
SEC. 5. DEFINITIONS. 
In this Act: 
(1) The term ‘‘customer’’, with respect to a Fed-
eral agency, means any individual or entity, includ-
ing a business, State or local government, other Fed-
eral agency, or Congress, to which the agency provides 
services or information. 
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(2) The term ‘‘Federal agency’’ has the meaning 
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 determines 
that this Act should not apply to the agency for na-
tional security reasons. 
SEC. 6. FUNDING FROM EXISTING BUDGETS. 
Federal agencies shall implement this Act from funds 
available to the agency and may reprogram funds as nec-
essary for such purposes. 
SEC. 7. DEFICIT REDUCTION. 
Any savings or reductions in expenditures resulting 
from this Act shall be used to offset the costs of implementa-
tion of this Act, and any additional savings shall be used 
to reduce the deficit. 
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Union Calendar No. 382 
112TH CONGRESS 
2D SESSION 
H. R. 538 
[Report No. 112–534] 
A BILL 
To require the establishment of customer service 
standards for Federal agencies. 
JUNE 15, 2012 
Reported with an amendment, committed to the Com-
mittee of the Whole House on the State of the Union, 
and ordered to be printed 
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