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Bill115th CongressFiled May 10, 2017Government Operations and Politics
S. 1088

Federal Agency Customer Experience Act of 2017

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What it doesSummary passed senate amended (Nov 7, 2017)

Federal Agency Customer Experience Act of 2017

(Sec. 2) This bill expresses the sense of Congress that all agencies should strive to provide high-quality, courteous, effective, and efficient services and seek to measure, collect, report, and utilize metrics relating to the experience of persons interacting with them to continually improve services.

(Sec. 4) The bill amends the Paperwork Reduction Act to exempt the collection of information by an agency that is voluntary feedback from the agency's authority to prescribe policies, rules, regulations, and procedures for federal information resources management activities. "Voluntary feedback" is defined as any submission of information, opinion, or concern voluntarily made by a specific person relating to a particular service of or transaction with an agency that is specifically solicited by that agency.

(Sec. 5) Each agency that solicits voluntary feedback shall, among other things, ensure that:

  • responses to the solicitation remain anonymous,
  • person who decline to participate shall not be treated differently by the agency for purposes of providing services or information,
  • the voluntary nature of the solicitation is clear, and
  • the proposed solicitation of voluntary feedback will contribute to improved customer service.

(Sec. 6) Each agency shall collect voluntary feedback with respect to its services and transactions. The Office of Management and Budget (OMB), in coordination with the General Services Administration, shall develop a set of standardized questions for use by agencies in collecting feedback, which shall address:

  • overall satisfaction of persons with the specific interaction or service received,
  • the extent to which such persons were able to accomplish their intended purpose,
  • whether such persons were treated with respect and professionalism, and
  • whether such persons believe they were served in a timely manner.

Each agency shall: (1) collect voluntary feedback across all platforms or channels through which it interacts with persons to deliver information or services, (2) publish on its website and submit to the OMB a report that includes the voluntary feedback required to be collected, and (3) regularly publish an aggregated report on the solicitation of voluntary feedback. The OMB shall maintain on a publicly available website links to the information provided on the agency websites.

(Sec. 7) The Government Accountability Office shall, by 15 months after the date on which all agencies have submitted the first annual reports and every 2 years thereafter until 10 years after such date, make publicly available and submit to Congress a scorecard report assessing the data collected and reported by the agencies.

What just happenedNov 8, 2017

Referred to the House Committee on Oversight and Government Reform.

Who’s behind it

Sen. McCaskill, Claire [D-MO](D-MO)Sponsor
1 cosponsor1 R
Read on Congress.gov
1cosponsors2committees13actions1amendments1related bills4subjects
  1. Nov 8, 2017IntroReferralH11100

    Referred to the House Committee on Oversight and Government Reform.

    Oversight and Accountability Committee
  2. Nov 8, 2017FloorH14000

    Received in the House.

  3. Nov 8, 2017Floor

    Message on Senate action sent to the House.

  4. Nov 7, 2017Floor

    Passed Senate with amendments by Unanimous Consent. (text: CR S7068)

  5. Nov 7, 2017Floor17000

    Passed/agreed to in Senate: Passed Senate with amendments by Unanimous Consent.(text: CR S7068)

  6. Nov 7, 2017Floor

    The committee amendments agreed to by Unanimous Consent.

  7. Nov 7, 2017Floor

    Measure laid before Senate by unanimous consent. (consideration: CR S7066-7068)

  8. Sep 14, 2017Calendars

    Placed on Senate Legislative Calendar under General Orders. Calendar No. 220.

  9. Sep 14, 2017Committee

    Committee on Homeland Security and Governmental Affairs. Reported by Senator Johnson with amendments. With written report No. 115-156.

    Homeland Security and Governmental Affairs Committee
  10. Sep 14, 2017Committee14000

    Committee on Homeland Security and Governmental Affairs. Reported by Senator Johnson with amendments. With written report No. 115-156.

    Homeland Security and Governmental Affairs Committee
  11. May 17, 2017Committee

    Committee on Homeland Security and Governmental Affairs. Ordered to be reported with amendments favorably.

    Homeland Security and Governmental Affairs Committee
  12. May 10, 2017IntroReferral

    Read twice and referred to the Committee on Homeland Security and Governmental Affairs.

    Homeland Security and Governmental Affairs Committee
  13. May 10, 2017IntroReferral10000

    Introduced in Senate

Passed Senate amendedNov 7, 201735

Federal Agency Customer Experience Act of 2017

(Sec. 2) This bill expresses the sense of Congress that all agencies should strive to provide high-quality, courteous, effective, and efficient services and seek to measure, collect, report, and utilize metrics relating to the experience of persons interacting with them to continually improve services.

(Sec. 4) The bill amends the Paperwork Reduction Act to exempt the collection of information by an agency that is voluntary feedback from the agency's authority to prescribe policies, rules, regulations, and procedures for federal information resources management activities. "Voluntary feedback" is defined as any submission of information, opinion, or concern voluntarily made by a specific person relating to a particular service of or transaction with an agency that is specifically solicited by that agency.

(Sec. 5) Each agency that solicits voluntary feedback shall, among other things, ensure that:

  • responses to the solicitation remain anonymous,
  • person who decline to participate shall not be treated differently by the agency for purposes of providing services or information,
  • the voluntary nature of the solicitation is clear, and
  • the proposed solicitation of voluntary feedback will contribute to improved customer service.

(Sec. 6) Each agency shall collect voluntary feedback with respect to its services and transactions. The Office of Management and Budget (OMB), in coordination with the General Services Administration, shall develop a set of standardized questions for use by agencies in collecting feedback, which shall address:

  • overall satisfaction of persons with the specific interaction or service received,
  • the extent to which such persons were able to accomplish their intended purpose,
  • whether such persons were treated with respect and professionalism, and
  • whether such persons believe they were served in a timely manner.

Each agency shall: (1) collect voluntary feedback across all platforms or channels through which it interacts with persons to deliver information or services, (2) publish on its website and submit to the OMB a report that includes the voluntary feedback required to be collected, and (3) regularly publish an aggregated report on the solicitation of voluntary feedback. The OMB shall maintain on a publicly available website links to the information provided on the agency websites.

(Sec. 7) The Government Accountability Office shall, by 15 months after the date on which all agencies have submitted the first annual reports and every 2 years thereafter until 10 years after such date, make publicly available and submit to Congress a scorecard report assessing the data collected and reported by the agencies.

Reported to Senate with amendment(s)Sep 14, 20171

Federal Agency Customer Experience Act of 2017

(Sec. 2) This bill expresses the sense of Congress that all agencies should strive to provide high-quality, courteous, effective, and efficient services and seek to measure, collect, report, and utilize metrics relating to the experience of persons interacting with them to continually improve services.

(Sec. 4) The bill amends the Paperwork Reduction Act to exempt the collection of information by an agency that is voluntary feedback from the agency's authority to prescribe policies, rules, regulations, and procedures for federal information resources management activities. "Voluntary feedback" is defined as any submission of information, opinion, or concern voluntarily made by a specific person relating to a particular service of or transaction with an agency that is specifically solicited by that agency.

(Sec. 5) Each agency that solicits voluntary feedback shall, among other things, ensure that:

  • responses to the solicitation remain anonymous,
  • person who decline to participate shall not be treated differently by the agency for purposes of providing services or information,
  • the voluntary nature of the solicitation is clear, and
  • the proposed solicitation of voluntary feedback will contribute to improved customer service.

(Sec. 6) Each agency shall collect voluntary feedback with respect to its services and transactions. The Office of Management and Budget (OMB), in coordination with the General Services Administration, shall develop a set of standardized questions for use by agencies in collecting feedback, which shall address:

  • overall satisfaction of persons with the specific interaction or service received,
  • the extent to which such persons were able to accomplish their intended purpose,
  • whether such persons were treated with respect and professionalism, and
  • whether such persons believe they were served in a timely manner.

Each agency shall: (1) collect voluntary feedback across all platforms or channels through which it interacts with persons to deliver information or services, (2) publish on its website and submit to the OMB a report that includes the voluntary feedback required to be collected, and (3) regularly publish an aggregated report on the solicitation of voluntary feedback. The OMB shall maintain on a publicly available website links to the information provided on the agency websites.

(Sec. 7) The Government Accountability Office shall, by 15 months after this bill's enactment and annually thereafter for 10 years, make publicly available and submit to Congress a scorecard report assessing the quality of services provided to the public by each agency.

Introduced in SenateMay 10, 2017

Federal Agency Customer Experience Act of 2017

This bill exempts an agency's authority to collect information that is voluntary feedback from the federal information resources management activities authority of the the Office of Management and Budget (OMB) under the Paperwork Reduction Act. "Voluntary feedback" is defined as any submission of information, opinion, or concern that is: (1) voluntarily made by a specific individual or entity relating to a particular service of or transaction with an agency, and (2) specifically solicited by that agency.

Each agency that solicits voluntary feedback shall ensure that:

  • responses to the solicitation remain anonymous,
  • individuals who decline to participate shall not be treated differently by the agency for purposes of providing services or information,
  • the voluntary nature of the solicitation is clear, and
  • the proposed solicitation of voluntary feedback will contribute to improved customer service.

Each agency shall: (1) collect voluntary feedback with respect to its services and transactions, (2) annually publish such feedback on its website and report on such feedback to OMB, and (3) publish aggregated reports on the solicitation of such feedback.

OMB shall: (1) develop a set of standardized questions for use by agencies in collecting such feedback on service satisfaction, timeliness, and professionalism; and (2) include and maintain on a publicly available website links to the information provided on the agency websites.

The Government Accountability Office shall make publicly available and submit to Congress a scorecard report assessing the quality of services provided to the public by each agency.

Federal Agency Customer Experience Act of 2017 — Informed