3.0.0 5402 2023-01-11T13:40:06Z 2023-01-11T13:40:06Z House HR 2018-03-22 115 [Congressional Record Volume 164, Number 50 (Thursday, March 22, 2018)]From the Congressional Record Online through the Government Publishing Office [www.gpo.gov]By Mr. LOUDERMILK:H.R. 5402.Congress has the power to enact this legislation pursuantto the following:Article I, Section 8, Clause 18: Necessary and ProperClauseTo make all Laws which shall be necessary and proper forcarrying into Execution the foregoing Powers, and all otherPowers vested by this Constitution in the Government of theUnited States, or in any Department or Officer thereof.[Page H2043]]]> hsgo00 Oversight and Accountability Committee House Standing Referred to 2018-03-22T13:00:05Z 2018-03-22 Referred to the House Committee on Oversight and Government Reform. IntroReferral H11100 2 House floor actions hsgo00 Oversight and Accountability Committee 2018-03-22 Introduced in House IntroReferral Intro-H 9 Library of Congress 2018-03-22 Introduced in House IntroReferral 1000 9 Library of Congress L000583 Rep. Loudermilk, Barry [R-GA-11] Barry Loudermilk R GA 11 N C001078 Rep. Connolly, Gerald E. [D-VA-11] Gerald Connolly D VA E. 11 2018-03-22 True F000466 Rep. Fitzpatrick, Brian K. [R-PA-8] Brian Fitzpatrick R PA K. 8 2018-05-03 False R000608 Rep. Rosen, Jacky [D-NV-3] Jacklyn Rosen D NV 3 2018-05-22 False G000584 Rep. Gianforte, Greg [R-MT-At Large] Greg Gianforte R MT 0 2018-06-19 False Government Operations and Politics Administrative law and regulatory procedures Congressional oversight Government studies and investigations Performance measurement Government Operations and Politics 00 2018-03-22 Introduced in House 2019-01-17T17:07:16Z 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.

]]> Government Customer Service Accountability and Improvement Act of 2018 Display Title Government Customer Service Accountability and Improvement Act of 2018 Official Title as Introduced To require the establishment of Federal customer service standards, to improve the service and customer experience provided by Federal agencies, and for other purposes. Introduced in House IH Short Titles as Introduced Government Customer Service Accountability and Improvement Act of 2018 Introduced in House 2018-03-22T04:00:00Z https://www.govinfo.gov/content/pkg/BILLS-115hr5402ih/xml/BILLS-115hr5402ih.xml 2018-03-22 Referred to the House Committee on Oversight and Government Reform. text/xml EN Pursuant to Title 17 Section 105 of the United States Code, this file is not subject to copyright protection and is in the public domain. Congressional Research Service, Library of Congress This file contains bill summaries and statuses for federal legislation. A bill summary describes the most significant provisions of a piece of legislation and details the effects the legislative text may have on current law and federal programs. Bill summaries are authored by the Congressional Research Service (CRS) of the Library of Congress. As stated in Public Law 91-510 (2 USC 166 (d)(6)), one of the duties of CRS is "to prepare summaries and digests of bills and resolutions of a public general nature introduced in the Senate or House of Representatives". For more information, refer to the User Guide that accompanies this file.