3.0.0 1934 2023-01-11T13:49:57Z 2023-01-11T13:49:57Z Senate S 2021-05-27 117 ssga00 Homeland Security and Governmental Affairs Committee Senate Standing Referred to 2021-05-27T21:50:50Z Trust in Public Service Act 117 3609 HR 2021-05-28 Referred to the Committee on Oversight and Reform, and in addition to the Committee on Appropriations, for a period to be subsequently determined by the Speaker, in each case for consideration of such provisions as fall within the jurisdiction of the committee concerned. Identical bill CRS 2021-05-27 ssga00 Homeland Security and Governmental Affairs Committee Senate Read twice and referred to the Committee on Homeland Security and Governmental Affairs. IntroReferral 2021-05-27 Introduced in Senate IntroReferral 10000 9 Library of Congress M001169 Sen. Murphy, Christopher [D-CT] Christopher Murphy D CT S. N L000575 Sen. Lankford, James [R-OK] James Lankford R OK 2021-05-27 True S001191 Sen. Sinema, Kyrsten [D-AZ] Kyrsten Sinema D AZ 2021-06-22 False Government Operations and Politics Advisory bodies Civics education Congressional oversight Digital media Executive agency funding and structure Federal officials Government employee pay, benefits, personnel management Government information and archives Government studies and investigations Office of Management and Budget (OMB) Performance measurement Public participation and lobbying Right of privacy U.S. history Government Operations and Politics 00 2021-05-27 Introduced in Senate 2021-07-27T18:55:54Z Trust in Public Service Act

This bill incorporates customer experience as a central measure of performance for federal agencies.

Specifically, the bill requires each agency to develop a high-quality customer experience by

  • allocating sufficient resources to and prioritizing customer experience capabilities and initiatives,
  • adapting government-wide and global good practices,
  • streamlining the process for soliciting voluntary customer feedback and requiring limited internal review if the collection is within the scope of Office of Management and Budget (OMB) guidance, and
  • using human-centered design practices.

Each agency shall

  • develop and use tools to experiment with different approaches to improve customer experience,
  • ensure the privacy of federal customers,
  • use the data collected to continually improve customer experience and agency performance, and
  • share the data collected with research entities to permit external analysis.

The bill sets forth agency communication responsibilities.

In addition, the OMB must issue guidance for agencies in collaboration with specified entities. It may establish programs that annually recognize individuals and teams across the federal workforce meeting customer service-related goals.

The bill (1) integrates customer experience provisions into the U.S. code and the Federal Citizen Services Fund, (2) directs the OMB to establish an Office of Customer Experience, and (3) integrates customer experience into the responsibilities of key agency officials.

The OMB, in coordination with the Office of Customer Experience, must establish the Participatory Government and Civic Dialogue Advisory Council.

The Government Accountability Office shall report to Congress, assessing agency efforts and examining best practices.

]]> Trust in Public Service Act Display Title Trust in Public Service Act Official Title as Introduced A bill to improve public trust in the Federal Government by establishing customer experience as a central measure of performance for agencies and the Federal Government, and for other purposes. Introduced in Senate IS Short Title(s) as Introduced Trust in Public Service Act Introduced in Senate IS Introduced in Senate 2021-05-27T04:00:00Z https://www.govinfo.gov/content/pkg/BILLS-117s1934is/xml/BILLS-117s1934is.xml 2021-05-27 Read twice and referred to the Committee on Homeland Security and Governmental Affairs. 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.