[Congressional Record Volume 158, Number 121 (Tuesday, September 11, 2012)]
[House]
[Pages H5778-H5779]
From the Congressional Record Online through the Government Publishing Office [www.gpo.gov]
GOVERNMENT CUSTOMER SERVICE IMPROVEMENT ACT
Mr. WALSH. Madam Speaker, I move to suspend the rules and pass the
bill (H.R. 538) to require the establishment of customer service
standards for Federal agencies, as amended.
The Clerk read the title of the bill.
The text of the bill is as follows:
H.R. 538
Be it enacted by the Senate and House of Representatives 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 PROVIDED BY FEDERAL AGENCIES.
(a) Requirement.--
(1) Performance measures and standards.--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 certain information.--
The standards under paragraph (1) shall be developed after
taking into account the information collected by Federal
agencies under subsection (b).
(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 achievements by
Federal agencies in meeting customer service performance
measures and standards developed under subsection (a) in each
update on agency performance required under section 1116 of
title 31, United States Code.
SEC. 3. IMPLEMENTATION OF CUSTOMER SERVICE STANDARDS.
(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--
(A) issue guidelines to implement the customer service
standards developed under section 2 within the agency,
including specific principles of customer service applicable
to that agency; and
(B) publish customer service contact information, including
a mailing address, telephone number, and e-mail address.
(2) Availability.--The guidelines and the customer 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 appraisal
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 Federal
agency, means any individual or entity, including a business,
State or local government, other Federal agency, or Congress,
to which the agency provides services or information.
(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 national security reasons.
SEC. 6. DEFICIT REDUCTION.
Any savings or reductions in expenditures resulting from
this Act shall be used to offset the costs of implementation
of this Act, and any additional savings shall be used to
reduce the deficit.
The SPEAKER pro tempore. Pursuant to the rule, the gentleman from
Illinois (Mr. Walsh) and the gentleman from Missouri (Mr. Clay) each
will control 20 minutes.
The Chair recognizes the gentleman from Illinois.
General Leave
Mr. WALSH. Madam Speaker, I ask unanimous consent that all Members
may have 5 legislative days within which to revise and extend their
remarks and include extraneous material on the bill under
consideration.
The SPEAKER pro tempore. Is there objection to the request of the
gentleman from Illinois?
There was no objection.
Mr. WALSH. Madam Speaker, I yield myself such time as I may consume.
[[Page H5779]]
Madam Speaker, the private sector has raised the bar for customer
service, and citizens expect the same from their government.
The American people rely on Federal agencies to provide important
services and information, but these agencies often fall short of
providing the customer service taxpayers deserve. H.R. 538 ensures the
Federal Government keeps pace with the public's expectations and
delivers better value to the taxpayers.
Agencies currently have discretionary authority to include ``courtesy
demonstrated to the public'' in employee performance appraisals and to
reward superior performance. While some agencies have incorporated
customer service standards in employee performance expectations, they
do not always require good customer service to the public.
Under this bill, OMB and agencies will develop performance measures
and standards for agency customer service, with employees at all levels
held accountable for achieving results.
Taxpayers should have high expectations of government. Agencies must
deliver services efficiently and at low cost. Federal employees must
provide effective service to customers. H.R. 538 will help ensure
agencies streamline service delivery and improve the customer
experience.
CBO has said there are no costs associated with this bill and, in
fact, any savings incurred are due to be put toward paying down the
Federal deficit. The Oversight and Government Reform Committee worked
on a bipartisan basis to advance this legislation. I supported it when
it passed by voice vote in committee, and I urge its adoption today.
I reserve the balance of my time.
{time} 1250
Mr. CLAY. Madam Speaker, I yield myself such time as I may consume.
I rise in support of H.R. 538, the Government Customer Service
Improvement Act. This is a good-government bill that will improve the
way Federal agencies interact with the people they serve.
I yield 5 minutes to my friend, the gentleman from Texas, the author
of the bill, Mr. Cuellar.
Mr. CUELLAR. Again, the gentleman from Missouri, I thank you so much
for the leadership. And I certainly want to thank also Mr. Walsh from
Illinois, who actually called me before this, which it is rare to have
somebody from the other side call and say, How can I help you on this
bill? So I find that refreshing and I want to say thank you for working
with us and folks on this side of the aisle.
This bill, the Customer Service Improvement Act, is a bipartisan bill
that has folks like McCaul, Duncan, Goodlatte, and other folks
supporting this particular bill. I certainly want to thank Chairman
Issa and Ranking Member Cummings for their work, as well as the members
of the committee, and for passing it from the Oversight and Government
Reform Committee unanimously in April.
The primary goal of the Federal Government is to serve the taxpayers.
This commonsense, bipartisan bill seeks to establish, monitor, and
improve customer service across Federal agencies. It ensures that
taxpayers get the quality of service that they deserve when interacting
with Federal agencies. Too often we hear that veterans are waiting for
months to get critical medical services or that seniors are waiting for
months to get their retirement benefits. These are just two examples
where millions of Americans that rely on Federal agencies have to wait
on vital services, which is why we must usher in a new chapter to
accelerate response time and overall performance for a better customer
experience. With a sweeping 79 percent of Americans dissatisfied with
Federal Government service, according to the 2011 Federal Customer
Service Experience Study, we must all work together to make sure that
Uncle Sam and Americans work together.
This bill is simple and necessary. First, H.R. 538 improves customer
service standards across the board. It does this by requiring the
Office of Management and Budget to develop performance standards to
determine whether Federal agencies are providing high-quality customer
service and improving service delivery to agency customers. According
to a 2010 GAO report, Federal agency customer service standards were
often not made easily available for customers to find and access or
were not made available to the public at all. In other words, we
provide customer service; and if somebody wants to know how that agency
is providing the service and the standards, it must be made available.
Second, the bill raises the bar for enhancing quality and access to
customer service. This is accomplished by requiring agencies to collect
information from the customers regarding the quality of the service.
Again, this must be a way that we raise that standard.
Third, it puts a face on accountability. The bill requires that each
agency designate an employee to be its customer relations
representative. So when somebody is dealing with a Federal agency, we
must know who they can complain to, who they must talk to in order to
provide that customer service. Just like in the private sector that
strives to provide excellent customer service that they bring in order
to get more business, the Federal Government must do the same thing.
As the gentleman from Illinois said, there's no cost on this
according to the nonpartisan Congressional Budget Office. And, again, I
would ask that we all work together to provide better service.
Mr. WALSH of Illinois. Madam Speaker, I urge all Members to support
me in support of this bill, and I yield back the balance of my time.
Mr. CLAY. Madam Speaker, again, I urge the House to adopt H.R. 538,
and I yield back the balance of my time.
The SPEAKER pro tempore. The question is on the motion offered by the
gentleman from Illinois (Mr. Walsh) that the House suspend the rules
and pass the bill, H.R. 538, as amended.
The question was taken; and (two-thirds being in the affirmative) the
rules were suspended and the bill, as amended, was passed.
A motion to reconsider was laid on the table.
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