Text: H.R.1660 — 113th Congress (2013-2014)
Referred in Senate (08/01/2013)
[Congressional Bills 113th Congress]
[From the U.S. Government Printing Office]
[H.R. 1660 Referred in Senate (RFS)]
H. R. 1660
IN THE SENATE OF THE UNITED STATES
August 1, 2013
Received; read twice and referred to the Committee on Homeland Security
and Governmental Affairs
To require the establishment of Federal customer service standards and
to improve the service provided by Federal agencies.
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 of 2013''.
SEC. 2. DEFINITIONS.
In this Act:
(1) Agency.--The term ``agency''--
(A) means an Executive agency (as defined under
section 105 of title 5, United States Code) that
provides significant services directly to the public or
other entity; and
(B) does not include an Executive agency if the
President determines that this Act should not apply to
the Executive agency for national security reasons.
(2) Customer.--The term ``customer'', with respect to an
agency, means any individual or entity that is directly served
by an agency.
SEC. 3. DEVELOPMENT OF CUSTOMER SERVICE STANDARDS.
(a) Government-Wide Standards.--
(1) In general.--The Director of the Office of Management
and Budget shall develop Government-wide standards for customer
service delivery, which shall be included in the Federal
Government Performance Plan required under section 1115 of
title 31, United States Code.
(2) Requirements.--The standards developed under paragraph
(1) shall include--
(A) Government-wide goals for continuous service
improvements and efforts to modernize service delivery;
(B) where appropriate, Government-wide target
response times for telephone calls, electronic mail,
mail, benefit processing, and payments.
(b) Agency Standards.--
(1) In general.--The Performance Improvement Officer for
each agency shall establish customer service standards in
accordance with the Government-wide standards developed under
subsection (a), which shall be included in the Agency
Performance Plans required under section 1115 of title 31,
United States Code.
(2) Requirements.--Agency standards established under
paragraph (1) shall include, if appropriate--
(A) target call wait times during peak and non-peak
(B) target response times for correspondence, both
by mail and electronic mail;
(C) procedures for ensuring all applicable metrics
are incorporated into service agreements with
nongovernmental individuals and entities;
(D) target response times for processing benefits
and making payments; and
(E) recommendations for effective publication of
customer service contact information, including a
mailing address, telephone number, and email address.
(c) Customer Service Input.--
(1) Establishment.--The Director of the Office of
Management and Budget shall establish a Customer Service
Feedback Pilot Program. The pilot program shall include
participation by the Internal Revenue Service and a minimum of
two additional agencies selected by the Director and shall
continue for a period of at least three years. The Director
shall require participating agencies to implement a customer
service feedback system to collect information from customers
of the agency regarding the quality of customer service
provided by the agency, including--
(A) information on the extent to which agency
performance complies with the Government-wide standards
developed under subsection (a); and
(B) feedback on the quality of customer service
provided by the agency employee or employees with whom
the customer interacted.
(2) Limitation.--An agency may not publish or make
publically available information collected under the feedback
system that is specific to a named employee.
(3) Additional information in performance report.--In
developing the performance report made available by the agency
under section 1116 of title 31, United States Code, each
(A) shall include the information collected under
this subsection; and
(B) may include aggregate data collected under
paragraph (1)(B) without including names of specific
(4) Report to congress on customer service feedback pilot
program.--Not later than two years after the implementation of
the Customer Service Feedback Pilot Program established under
this subsection, the Comptroller General shall submit to
Congress a report assessing the pilot program and a
recommendation on whether such program should be expanded
(d) Annual Performance Update.--The Director of the Office of
Management and Budget shall include achievements by agencies in meeting
the customer service performance standards developed under subsection
(a) in each update on agency performance required under section 1116 of
title 31, United States Code.
SEC. 4. PERFORMANCE APPRAISAL.
Compliance with customer service standards developed under this Act
shall be included in employee appraisal systems establish by agencies,
including the performance appraisal systems referred to in chapter 43
of title 5, United States Code.
SEC. 5. SERVICE IMPROVEMENT UNIT PILOT PROGRAM.
(a) Established.--The Director of the Office of Management and
Budget shall establish a pilot program, to be known as the Service
Improvement Unit Pilot Program (in this section referred to as the
``pilot program''), to provide assistance to agencies that do not meet
the Government-wide standards developed under section 3.
(b) Personnel.--The heads of agencies with expertise in change
management, process improvement, and information technology innovation
shall detail employees to the Office of Management and Budget to work
on the pilot program, based on the expertise and skills required to
address service improvement goals.
(c) Responsibilities.--Under the pilot program, the Office of
Management and Budget shall work with agencies that are not meeting the
customer service standards developed under section 3 to improve and
modernize service delivery to develop solutions, including--
(1) evaluating the efforts of the agency to improve service
(2) developing a plan to improve within existing resources
and by drawing on expertise and assistance from other agencies
(including the Office of Management and Budget) where
(3) monitoring implementation by the agency of the plan
developed under paragraph (2) until the customer service
standards are met; and
(4) submitting to the Director of the Office of Management
and Budget monthly reports on the progress being made to
improve service at the agency until the customer service
standards are met.
(d) Report.--Not later than 2 years after the date of enactment of
this Act, the Director of the Office of Management and Budget shall
submit to Congress a report on the accomplishments and outcomes of the
pilot program and any recommendations relating to achieving the
customer service standards developed under section 3.
(e) Support.--The Administrator of General Services shall provide
administrative and other support in order to implement the pilot
program under this section. The heads of agencies shall, as appropriate
and to the extent permitted by law, provide at the request of the
Director of the Office of Management and Budget up to 2 personnel
authorizations who have expertise in change management, process
improvement, and information technology innovation to support the pilot
(f) Termination.--The authority to carry out the pilot program
shall terminate 2 years after the date of enactment of this Act.
SEC. 6. RETIREMENT REPORTING.
(a) Definition.--In this section, the term ``agency'' has the
meaning given that term in section 551 of title 5, United States Code.
(1) In general.--Except as provided in paragraph (2) and
not later than 90 days after the date of enactment of this Act,
and every month thereafter, the Director of the Office of
Personnel Management shall submit to Congress and the
Comptroller General of the United States, and issue publicly
(including on the website of the Office of Personnel
Management), a report that--
(A) for each agency, evaluates the timeliness,
completeness, and accuracy of information submitted by
the agency relating to employees of the agency who are
(i) the total number of applications for
retirement benefits, lump sum death benefits,
court ordered benefits, phased retirement, and
disability retirement that are pending action
by the Office of Personnel Management; and
(ii) the number of months each such
application has been pending.
(2) Suspension of reporting requirement.--Paragraph (1)
shall not apply to the Director of the Office of Personnel
Management for any month immediately following an 18-month
period in which the average processing time of applications
described in paragraph (1)(B) reaches 90 days or less.
(c) Modernization Timeline.--The Director of the Office of
Personnel Management shall establish--
(1) a timetable for the completion of each component of the
customer-focused retirement processing system of the Office of
Personnel Management, including all data elements required for
accurate completion of adjudication; and
(2) the date by which all Federal payroll processing
entities will electronically transmit all personnel data to the
Office of Personnel Management.
(d) Budget Request.--The Office of Personnel Management shall
include a detailed statement regarding the progress of the Office of
Personnel Management in completing the customer-focused retirement
processing system of the Office of Personnel Management in each budget
request of the Office of Personnel Management submitted as part of the
preparation of the budget of the President submitted to Congress under
section 1105(a) of title 31, United States Code.
SEC. 7. NO INCREASE IN EXPENDITURES.
No additional funds are authorized to carry out this Act. This Act
shall be carried out using amounts otherwise authorized or
Passed the House of Representatives July 31, 2013.
KAREN L. HAAS,