[Congressional Bills 118th Congress]
[From the U.S. Government Publishing Office]
[S. 2866 Reported in Senate (RS)]
<DOC>
Calendar No. 496
118th CONGRESS
2d Session
S. 2866
[Report No. 118-217]
To improve the customer experience of the Federal Government, ensure
that Federal services are simple, seamless, and secure, and for other
purposes.
_______________________________________________________________________
IN THE SENATE OF THE UNITED STATES
September 20, 2023
Mr. Peters (for himself, Mr. Lankford, Mr. Cornyn, and Mr. Wyden)
introduced the following bill; which was read twice and referred to the
Committee on Homeland Security and Governmental Affairs
September 10, 2024
Reported by Mr. Peters, with an amendment
[Strike out all after the enacting clause and insert the part printed
in italic]
_______________________________________________________________________
A BILL
To improve the customer experience of the Federal Government, ensure
that Federal services are simple, seamless, and secure, and for other
purposes.
Be it enacted by the Senate and House of Representatives of the
United States of America in Congress assembled,
<DELETED>SECTION 1. SHORT TITLE.</DELETED>
<DELETED> This Act may be cited as the ``Improving Government
Services Act''.</DELETED>
<DELETED>SEC. 2. DEFINITIONS.</DELETED>
<DELETED> In this Act:</DELETED>
<DELETED> (1) Agency.--The term ``agency'' has the meaning
given the term ``Executive agency'' in section 105 of title 5,
United States Code.</DELETED>
<DELETED> (2) Customer.--The term ``customer'' means any
individual, business, or organization, including a grantee and
a State, local, or Tribal entity, that interacts with an agency
or program, either directly or through a federally funded
program administered by a contractor, nonprofit organization,
or other Federal entity.</DELETED>
<DELETED> (3) Customer experience.--The term ``customer
experience'' means, with respect to a member of the public, the
general perception of and the overall satisfaction with
interactions with an agency or a product or service of the
agency.</DELETED>
<DELETED> (4) CX action plan.--The term ``CX Action Plan''
means the annual customer experience action plan described in
section 3.</DELETED>
<DELETED> (5) Designated entity.--The term ``designated
entity'' means an agency or high-impact service provider
designated by the Director under section 3(a).</DELETED>
<DELETED> (6) Director.--The term ``Director'' means the
Director of the Office of Management and Budget.</DELETED>
<DELETED> (7) High-impact service provider.--The term
``high-impact service provider'' means a Federal entity, as
designated by the Director, that provides or funds customer-
facing services, including Federal services administered at the
State or local level, that have a high impact on the public,
whether because of a large customer base or a critical effect
on those served.</DELETED>
<DELETED> (8) Human-centered design.--The term ``human-
centered design'' means an interdisciplinary methodology of
putting individuals, including those who will use or be
impacted by a product or service, at the center of any process
to solve challenging problems.</DELETED>
<DELETED> (9) Service delivery.--The term ``service
delivery'' means any actions by the Federal Government relating
to the provision of a benefit or service to a customer of an
agency during each stage of the process of delivering the
benefit or service to the customer, including--</DELETED>
<DELETED> (A) an application, renewal, or extension
by a customer for a benefit or loan, including health
services for veterans and a small business
loan;</DELETED>
<DELETED> (B) receipt by a customer of a service,
including--</DELETED>
<DELETED> (i) health care or small business
counseling; and</DELETED>
<DELETED> (ii) guidance to support commerce,
transportation, employment rules, workplace
safety, or public safety, including relating to
ensuring clean water and consumer protection
services;</DELETED>
<DELETED> (C) a request or renewal by a customer for
a document or other item, including a passport,
driver's license, or Social Security card;</DELETED>
<DELETED> (D) a submission by a customer of a
Federal tax return;</DELETED>
<DELETED> (E) a declaration of goods by a
customer;</DELETED>
<DELETED> (F) use by a customer of recreation
resources and public spaces, including a park,
historical site, or museum;</DELETED>
<DELETED> (G) a request by a customer for
information, including a notice, warning, or guidance
about public health, safety, consumer protection,
commerce, transportation, environment, employment, and
workplace safety; and</DELETED>
<DELETED> (H) a request by a customer for, or use by
a customer of, data and research, including for
applying for funding, conducting research, maintaining
and preserving artifacts, and collecting, analyzing,
reporting, and sharing data.</DELETED>
<DELETED> (10) Voluntary customer feedback.--The term
``voluntary customer feedback'' means the submission by a
customer of information, an opinion, appreciation, or a concern
following an interaction with an agency and relating to the
interaction with the agency that is--</DELETED>
<DELETED> (A) solicited by the agency and identified
as voluntary at the time of solicitation; and</DELETED>
<DELETED> (B) is voluntarily made by the
customer.</DELETED>
<DELETED>SEC. 3. COMPREHENSIVE CUSTOMER EXPERIENCE ACTION
PLAN.</DELETED>
<DELETED> (a) In General.--</DELETED>
<DELETED> (1) Designation.--Not later than 1 year after the
date of enactment of this Act, the Director shall designate
agencies and high-impact service providers to develop an annual
customer experience action plan.</DELETED>
<DELETED> (2) Submission of cx action plans.--Not later than
1 year after the date of enactment of this Act, and annually
thereafter, at a time determined by the Director, the head of
each designated entity shall submit to the Director and to
Congress and make publicly available the CX Action Plan of the
designated entity.</DELETED>
<DELETED> (b) CX Action Plan Contents.--The CX Action Plan of a
designated entity shall include--</DELETED>
<DELETED> (1) a comprehensive customer experience strategy
and corresponding implementation actions that adopt leading
human-centered design practices that include--</DELETED>
<DELETED> (A) conducting outreach to the public
about the public services provided by the designated
entity;</DELETED>
<DELETED> (B) providing assistance to members of the
public enrolling in or navigating the services of the
designated entity;</DELETED>
<DELETED> (C) streamlining and improving the
accessibility of forms and digital experiences and
ensuring the accessibility of services for customers
with disabilities or limited English
proficiency;</DELETED>
<DELETED> (D) eliminating unnecessary administrative
burdens on customers;</DELETED>
<DELETED> (E) engaging in efforts to coordinate with
other agencies to reduce the need for customers served
by the designated entity to interact separately with
multiple agencies;</DELETED>
<DELETED> (F) preventing fraud and improving fraud
and spam reporting capabilities; and</DELETED>
<DELETED> (G) incorporating best practices from the
private sector, including providing online services,
telephone call-back services, and training to employees
who provide customer service;</DELETED>
<DELETED> (2) information on the average amount of time it
takes the designated entity to resolve a customer request and
an identification and assessment of any backlog issues for key
designated entity services, including the resolution of
requests for passport services, veteran records, determinations
of Social Security benefits, the processing of applications for
Federal retirement benefits, and other similar
services;</DELETED>
<DELETED> (3) an assessment of opportunities for the
designated entity to--</DELETED>
<DELETED> (A) co-locate the services of the
designated entity with other Federal services, where
appropriate and in response to demonstrated customer
needs;</DELETED>
<DELETED> (B) increase the use of digital channels
and self-service options, while ensuring efficient
multi-channel offerings, in accordance with the 21st
Century Integrated Digital Experience Act (44 U.S.C.
3501 note); and</DELETED>
<DELETED> (C) increase the quantity and improve the
quality of protections for personally identifiable
information in customer data;</DELETED>
<DELETED> (4) actions to build the capacity of the
designated entity to deliver leading services and manage
customer experience, including updating guidance and training
materials for employees of the designated entity;</DELETED>
<DELETED> (5) specific proposals to improve customer
experience and service delivery, including--</DELETED>
<DELETED> (A) progress on the delivery of the CX
Action Plan of the fiscal year in which the CX Action
plan is submitted against the commitments of the CX
Action Plan of the prior fiscal year, including the
performance of priority services (including wait and
processing times, customer feedback, and the
information described in paragraph (3)); and</DELETED>
<DELETED> (B) plans for the fiscal year following
the submission of the CX Action Plan; and</DELETED>
<DELETED> (6) the medium- and long-term customer experience
strategies of the designated entity, including--</DELETED>
<DELETED> (A) plans for the period of 3 to 5 fiscal
years following the fiscal year of the submission of
the CX Action Plan; and</DELETED>
<DELETED> (B) plans for the period of 5 to 10 fiscal
years following the fiscal year of the submission of
the CX Action Plan.</DELETED>
<DELETED> (c) Existing Guidance.--In developing the CX Action Plan,
each designated entity shall adhere to existing and additional guidance
provided by the Director.</DELETED>
<DELETED>SEC. 4. OVERSIGHT AND ANNUAL REPORT.</DELETED>
<DELETED> (a) In General.--The Director shall--</DELETED>
<DELETED> (1) ensure designated entity compliance with this
Act;</DELETED>
<DELETED> (2) facilitate sharing of leading practices
between designated entities; and</DELETED>
<DELETED> (3) review the comprehensive CX Action Plans of
designated entities for consistency with existing customer
experience guidance.</DELETED>
<DELETED> (b) Annual Report.--Not later than 180 days after the
submission of all CX Action Plans under section 3(a), and annually
thereafter, the Director shall make public recommendations for
opportunities to streamline or co-locate critical Federal
services.</DELETED>
SECTION 1. SHORT TITLE.
This Act may be cited as the ``Improving Government Services Act''.
SEC. 2. DEFINITIONS.
In this Act:
(1) Agency.--The term ``agency'' has the meaning given the
term ``Executive agency'' in section 105 of title 5, United
States Code.
(2) Customer.--The term ``customer'' means any individual,
business, or organization, including a grantee and a State,
local, or Tribal entity, that interacts with an agency or
program, either directly or through a federally funded program
administered by a contractor, nonprofit organization, or other
Federal entity.
(3) Customer experience.--The term ``customer experience''
means, with respect to a member of the public, the general
perception of and the overall satisfaction with interactions
with an agency or a product or service of the agency.
(4) CX action plan.--The term ``CX Action Plan'' means the
annual customer experience action plan described in section 3.
(5) Designated entity.--The term ``designated entity''
means an agency or high-impact service provider designated by
the Director under section 3(a)(1).
(6) Director.--The term ``Director'' means the Director of
the Office of Management and Budget.
(7) High-impact service provider.--The term ``high-impact
service provider'' means a Federal entity, as designated by the
Director, that provides or funds customer-facing services,
including Federal services administered at the State or local
level, that have a high impact on the public, whether because
of a large customer base or a critical effect on those served.
(8) Human-centered design.--The term ``human-centered
design'' means an interdisciplinary methodology of putting
individuals, including those who will use or be impacted by a
product or service, at the center of any process to solve
challenging problems.
(9) Service delivery.--The term ``service delivery'' means
any actions by the Federal Government relating to the provision
of a benefit or service to a customer of an agency during each
stage of the process of delivering the benefit or service to
the customer, including--
(A) an application, renewal, or extension by a
customer for a benefit or loan, including health
services for veterans and a small business loan;
(B) receipt by a customer of a service, including--
(i) health care or small business
counseling; and
(ii) guidance to support commerce,
transportation, employment rules, workplace
safety, or public safety, including relating to
ensuring clean water and consumer protection
services;
(C) a request or renewal by a customer for a
document or other item, including a passport, driver's
license, or Social Security card;
(D) a submission by a customer of a Federal tax
return;
(E) a declaration of goods by a customer;
(F) use by a customer of recreation resources and
public spaces, including a park, historical site, or
museum;
(G) a request by a customer for information,
including a notice, warning, or guidance about public
health, safety, consumer protection, commerce,
transportation, environment, employment, and workplace
safety; and
(H) a request by a customer for, or use by a
customer of, data and research, including for applying
for funding, conducting research, maintaining and
preserving artifacts, and collecting, analyzing,
reporting, and sharing data.
(10) Voluntary customer feedback.--The term ``voluntary
customer feedback'' means the submission by a customer of
information, an opinion, appreciation, or a concern following
an interaction with an agency and relating to the interaction
with the agency that is--
(A) solicited by the agency and identified as
voluntary at the time of solicitation; and
(B) is voluntarily made by the customer.
SEC. 3. COMPREHENSIVE CUSTOMER EXPERIENCE ACTION PLAN.
(a) In General.--
(1) Designation.--Not later than 1 year after the date of
enactment of this Act, the Director shall designate agencies
and high-impact service providers to develop an annual customer
experience action plan.
(2) Submission of cx action plans.--Not later than 1 year
after the date of enactment of this Act, and annually
thereafter, at a time determined by the Director, the head of
each designated entity shall submit to the Director and to
Congress and make publicly available the CX Action Plan of the
designated entity.
(b) CX Action Plan Contents.--The CX Action Plan of a designated
entity shall include--
(1) a comprehensive customer experience strategy and
corresponding implementation actions that adopt leading human-
centered design practices that include--
(A) conducting outreach to the public about the
public services provided by the designated entity;
(B) providing assistance to members of the public
enrolling in or navigating the services of the
designated entity;
(C) streamlining and improving the accessibility of
forms and digital experiences and ensuring the
accessibility of services for customers with
disabilities or limited English proficiency;
(D) eliminating unnecessary administrative burdens
on customers;
(E) engaging in efforts to coordinate with other
agencies to reduce the need for customers served by the
designated entity to interact separately with multiple
agencies;
(F) preventing fraud and improving fraud and spam
reporting capabilities;
(G) providing affirmative notice to customers at
the time of any interaction with a computer program
designed to simulate conversation with human users,
including through emails, phone calls, and chatbots;
and
(H) incorporating best practices from the private
sector, including providing online services, telephone
call-back services, and training to employees who
provide customer service;
(2) information on the average amount of time it takes the
designated entity to resolve a customer request and an
identification and assessment of any backlog issues for key
designated entity services, including the resolution of
requests for passport services, veteran records, determinations
of Social Security benefits, the processing of applications for
Federal retirement benefits, and other similar services, as
well as information on how the results of these customer
service metrics compare to the results in previous years;
(3) an assessment of opportunities for the designated
entity to--
(A) co-locate the services of the designated entity
with other Federal services, where appropriate and in
response to demonstrated customer needs;
(B) increase the use of digital channels and self-
service options, while ensuring efficient multi-channel
offerings, in accordance with the 21st Century
Integrated Digital Experience Act (44 U.S.C. 3501
note); and
(C) increase the quantity and improve the quality
of protections for personally identifiable information
in customer data;
(4) actions to build the capacity of the designated entity
to deliver leading services and manage customer experience,
including updating guidance and training materials for
employees of the designated entity;
(5) specific proposals to improve customer experience and
service delivery, including--
(A) progress on the delivery of the CX Action Plan
of the fiscal year in which the CX Action plan is
submitted against the commitments of the CX Action Plan
of the prior fiscal year, including the performance of
priority services (including wait and processing times,
customer feedback, and the information described in
paragraph (3)); and
(B) plans for the fiscal year following the
submission of the CX Action Plan; and
(6) the medium-term and long-term customer experience
strategies of the designated entity, including--
(A) plans for the period of 3 to 5 fiscal years
following the fiscal year of the submission of the CX
Action Plan; and
(B) plans for the period of 5 to 10 fiscal years
following the fiscal year of the submission of the CX
Action Plan.
(c) Existing Guidance.--In developing the CX Action Plan, each
designated entity shall adhere to existing and additional guidance
provided by the Director.
SEC. 4. OVERSIGHT AND ANNUAL REPORT.
(a) In General.--The Director shall--
(1) ensure the compliance of designated entities with this
Act;
(2) facilitate sharing of leading practices between
designated entities; and
(3) review the comprehensive CX Action Plans of designated
entities for consistency with existing customer experience
guidance.
(b) Annual Report.--Not later than 180 days after the submission of
all CX Action Plans under section 3(a)(2), and annually thereafter, the
Director shall submit to the Committee on Homeland Security and
Governmental Affairs of the Senate and the Committee on Oversight and
Accountability of the House of Representatives and make public
recommendations for opportunities to streamline or co-locate critical
Federal services.
Calendar No. 496
118th CONGRESS
2d Session
S. 2866
[Report No. 118-217]
_______________________________________________________________________
A BILL
To improve the customer experience of the Federal Government, ensure
that Federal services are simple, seamless, and secure, and for other
purposes.
_______________________________________________________________________
September 10, 2024
Reported with an amendment