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; and (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 Chief Performance Officer for each agency shall establish customer service standards in accordance with the Government-wide...