Government Customer Service Improvement Act

Bill: 112-hr-538
Sponsor: Rep. Cuellar, Henry [D-TX-28]
Introduced: 2011-02-08 in the House
Policy area: Government Operations and Politics
Subjects: Administrative law and regulatory procedures
Consumer affairs
Government employee pay, benefits, personnel management
Government information and archives
Government studies and investigations
Office of Management and Budget (OMB)
Performance measurement

Summary:
action_date: 2011-02-08
text: 
Federal Customer Service Enhancement Act - Requires the Director of the Office of Management and Budget (OMB) to develop: (1) performance measures to determine whether federal agencies are providing high quality customer service, and (2) standards to be met by federal agencies to provide high quality customer service.
 
Requires the head of each agency to: (1) collect information from its customers regarding the quality of its of customer services, and (2) include this information in its performance report to the President and Congress. 
 
Requires the Director to report annually on the success of federal agencies in meeting the customer service performance measures and standards.

Requires the head of each agency to designate an employee as its customer relations representative to be responsible for implementing customer service standards.
 
Directs the Comptroller General to submit to the House Committee on Oversight and Government Reform and the Senate Committee on Homeland Security and Governmental Affairs a report analyzing the information reported by agencies on the quality of customer service. Requires such report to include: (1) whether agencies are implementing the customer service standards, (2) whether there is an increase in overall quality in customer service, and (3) any recommendations the Comptroller General may have to improve performance measures and standards for customer service. Authorizes the report to be used by Congress and the Director to update performance measures for customer service.
 
Authorizes the head of a federal agency to establish an awards program to pay a cash award to employees for demonstrated excellence in customer service.

action_date: 2012-06-15
text: 
Government Customer Service Improvement Act - Requires the Director of the Office of Management and Budget (OMB) to: (1) develop performance measures to determine whether federal agencies are providing high-quality customer service and improving delivery service to their customers, (2) develop standards to be met by agencies to provide high-quality customer service and improve service delivery, and (3) include achievements in meeting customer service performance measures and standards in agency performance updates. 
 
Requires each federal agency to: (1) collect information from its customers regarding the quality of its customer services, (2) include this information in its performance report to the President and Congress, and (3) designate an employee as the agency's customer relations representative to be responsible for implementing customer service standards.
 
Provides that employee compliance with agency customer service standards shall be measured in employee performance appraisals.
 
Authorizes the President to exempt an agency from the application of this Act for national security reasons.
 
Requires agencies to implement this Act from available funds and allows agencies to reprogram funds if necessary. 
 
Requires: (1) any savings or reductions in expenditures resulting from this Act to be used to offset the cost of implementing this Act, and (2) any additional savings to be used to reduce the deficit. 

action_date: 2012-09-11
text: 
Government Customer Service Improvement Act - Requires the Director of the Office of Management and Budget (OMB) to: (1) develop performance measures to determine whether federal agencies are providing high-quality customer service and improving delivery service to their customers, (2) develop standards to be met by agencies to provide high-quality customer service and improve service delivery, and (3) include achievements in meeting customer service performance measures and standards in agency performance updates. 
 
Requires each federal agency to: (1) collect information from its customers regarding the quality of its customer services, (2) include this information in its performance report to the President and Congress, and (3) designate an employee as the agency's customer relations representative to be responsible for implementing customer service standards.
 
Provides that employee compliance with agency customer service standards shall be measured in employee performance appraisals.
 
Authorizes the President to exempt an agency from the application of this Act for national security reasons.
 
Requires: (1) any savings or reductions in expenditures resulting from this Act to be used to offset the cost of implementing this Act, and (2) any additional savings to be used to reduce the deficit. 


Legislative actions:
action_date: 2012-09-12
text: Received in the Senate and Read twice and referred to the Committee on Homeland Security and Governmental Affairs.
action_date: 2012-09-11
text: Motion to reconsider laid on the table Agreed to without objection.
action_date: 2012-09-11
text: On motion to suspend the rules and pass the bill, as amended Agreed to by voice vote. (text: CR H5778)
action_date: 2012-09-11
text: Passed/agreed to in House: On motion to suspend the rules and pass the bill, as amended Agreed to by voice vote.(text: CR H5778)
action_date: 2012-09-11
text: DEBATE - The House proceeded with forty minutes of debate on H.R. 538.
action_date: 2012-09-11
text: Considered under suspension of the rules. (consideration: CR H5778-5779)
action_date: 2012-09-11
text: Mr. Walsh (IL) moved to suspend the rules and pass the bill, as amended.
action_date: 2012-06-15
text: Placed on the Union Calendar, Calendar No. 382.
action_date: 2012-06-15
text: Reported (Amended) by the Committee on Oversight and Government Reform. H. Rept. 112-534.
action_date: 2012-06-15
text: Reported (Amended) by the Committee on Oversight and Government Reform. H. Rept. 112-534.
action_date: 2012-04-18
text: Ordered to be Reported (Amended).
action_date: 2012-04-18
text: Committee Consideration and Mark-up Session Held.
action_date: 2011-02-08
text: Referred to the House Committee on Oversight and Government Reform.
action_date: 2011-02-08
text: Introduced in House
action_date: 2011-02-08
text: Introduced in House