H.R. 5402 · 115th Congress
Government Customer Service Accountability and Improvement Act of 2018
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Never voted on. It didn't reach a floor vote before the 115th Congress ended, so it expired. A bill has to be introduced again to be considered in a new Congress.
R
LoudermilkSponsor4 cosponsors · 2 D, 2 R
1 signed on when it was introduced; the rest joined later. Cosponsors who withdrew aren't shown.
Government Customer Service Accountability and Improvement Act of 2018
What it does: CRS summary · Introduced in House · Mar 22, 2018
Government Customer Service Accountability and Improvement Act of 2018
This bill requires the Office of Management and Budget (OMB) to select certain agencies, including at a minimum the Department of Veterans Affairs, the Office of Personnel Management, and the Internal Revenue Service, to develop customer experience standards and performance plans for such agencies.
The senior accountable official for customer experience for each agency shall develop customer experience standards and performance plans, subject to approval by the agency and the OMB. The standards and performance plans shall be: (1) based on customer and market research that identifies the aspects of service delivery that are most important to citizens, and (2) collected through both qualitative and quantitative research methods that incorporate voluntary feedback from citizens. The approved standards and performance plans shall be included in the agency performance plans.
The OMB shall establish the Service Improvement and Accountability Unit Pilot Program to provide assistance to an agency that does not meet applicable customer experience standards.
Written by the nonpartisan Congressional Research Service. All summary versions on Congress.gov
About this bill and sources
Official title: Government Customer Service Accountability and Improvement Act of 2018
Latest action (Mar 22, 2018): Referred to the House Committee on Oversight and Government Reform.
Policy area: Government Operations and Politics · Origin: House · Introduced: Mar 22, 2018
Official page on Congress.gov · Bill text (GovInfo) · Status record (XML)
No recorded floor vote found.