Summary

4/19/2013--Introduced.Government Customer Service Improvement Act of 2013 - Requires the Director of the Office of Management and Budget (OMB) to develop government-wide standards for customer service delivery, which... Read More

Status

This bill was introduced in a previous session of Congress and was passed by the House on Jul 31, 2013 but was never passed by the Senate.

Bill Text

A BILL

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...

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Sentiment Map

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Nation

227 Supporting
108 Opposing
68% 32%

State: CA

9 Supporting
8 Opposing
53% 47%

District: 1st

0 Supporting
1 Opposing
0% 100%

Popularity Trend

Organizations Supporting

No organizations supporting yet.

Organizations Opposing

No organizations opposing yet.

Users Supporting

I support The Government Customer Service Improvement Act because...for the first time it sets into law the requirements that Federal agencies must establish customer service standards, report their progress on a regular basis and that senior managers will be held accountable for the success of these efforts. The bill need to have better instructions on creation of a standardized methodology for the measurement of citizen/customer engagement that is the same across the entire Fedral government.

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MD
8
MSMessinger
MD-8
1 year ago

I support H.R. 1660: Government Customer Service Improvement Act of 2013 because...just because. Do you really need a reason to expect the best service possible out of the people whose salary you pay? Not that this is top priority right now.

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NJ
5
joannew
NJ-5
2 years ago

I support H.R. 1660: Government Customer Service Improvement Act of 2013 because...With peoples view of our government at an all time low you guys need a pick me up to show your voters we all still live in the same country

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SC
6
juju4054
SC-6
2 years ago

I support H.R. 1660: Government Customer Service Improvement Act of 2013 because good, helpful customer service is extremely hard to come by these days! Very few companies have customer service representatives that are knowledgeable and/or can be understood. For example, about a year or two ago, my father received a $50 iTunes card for his birthday. As he was revealing the code on the back, it scratched off. He called customer service to see if he could get a refund for the product or possibly get the money transferred into his account, and the representative on the other end of the line said, and I quote, "I'm sorry sir, there is nothing I can do. I guess you're out of luck." He had just lost lost out on $50, and there was "nothing they could do." This kind of service needs to be abolished, for we all know there was plenty the company could have done if their customer service was better.

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FL
10
Chibi~Nondi
FL-10
2 years ago

I support H.R. 1660: Government Customer Service Improvement Act of 2013 because...Thank goodness,this is a long awaited very important(much needed) new service for constituents & citizens.With my important education,research & communications to/for Capitol Hill,I look forward towards the passage & usage of these needed new services.Thank you. Sincerely; Clark NC-08.

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NC
8
Tiloehler
NC-8
2 years ago

I support H.R. 1660: Government Customer Service Improvement Act of 2013 because... this bill, or something like it, is long overdue. What immediately came to mind are the stories of Iraqis who helped the US Military, applied for visas to come to the US and were given the run-around. The US government personnel receiving these requests still have jobs with the government while many who made the requests have lost everything, including for some, their lives. I don't know of any incentives or disincentives for government employees to be responsive to either citizens or to those who aspire to be citizens. Regardless of how much technology is thrown in, or how many consultants are hired, or how many seminars are given, no one can expect anything to change until real incentives, disincentives, standards and measurements are implemented and reported on. This bill takes a stab at it, which is why I support it.

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CA
7
kilolima
CA-7
2 years ago

Users Opposing

I oppose H.R. 1660: Government Customer Service Improvement Act of 2013 because...This is ridiculous. This is just making gov't bigger. This is nothing more than letting the fox patrol the hen house, only a progressive would vote for this.

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MO
4
mackelby
MO-4
1 year ago

I oppose H.R. 1660: Government Customer Service Improvement Act of 2013 because... Government is big enough now....

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AL
6
TerryRichmond
AL-6
2 years ago

I oppose H.R. 1660: Government Customer Service Improvement Act of 2013 because...we have MANY much more pressing problems. It is a waste of valuable time to debate a LAW requiring adequate customer service. There are already too many unnecessary laws.....not EVERYTHING has to be legislated.

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LA
3
RDAVID831
LA-3
2 years ago

I oppose H.R. 1660: Government Customer Service Improvement Act of 2013 because... its additional government spending. Fix what you got or learn to live without, like the rest of us.

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AK
0
Tiberius
AK-0
2 years ago

I oppose H.R. 1660: Government Customer Service Improvement Act of 2013 because...the Government will not police itself. This is a stupid bill and will never work. This is just another waste of tax payers' money. VOTE NOOOOOOO!!!!!!!!!!

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TN
3
DocFreeman
TN-3
2 years ago

Bill Summary

4/19/2013--Introduced.Government Customer Service Improvement Act of 2013 - Requires the Director of the Office of Management and Budget (OMB) to develop government-wide standards for customer service delivery, which shall be included in the Federal Government Performance Plan. Requires such standards to include: (1) government-wide goals for continuous service improvements and efforts to modernize service delivery; and (2) government-wide target response times for telephone calls, electronic mail, mail, benefit processing, and payments. Directs: (1) the Chief Performance Officer for each executive agency to establish customer service standards in accordance with such government-wide standards, which shall be included in Agency Performance Plans; (2) the Performance Improvement Officer for each agency to collect information from customers of the agency regarding the quality of customer service provided; and (3) the Director to include agency achievements in meeting such standards and customer service performance measures in each required update on agency performance. Requires: (1) the Director to establish a two-year Service Improvement Unit Pilot Program to provide assistance to agencies that do not meet such government-wide standards, and (2) the Administrator of General Services (GSA) to provide administrative and other support to implement such Program. Requires the Director of the Office of Personnel Management (OPM) to: (1) submit to Congress and the Comptroller General (GAO) and issue publicly every month a report on information submitted by each federal agency regarding its employees who are retiring and pending applications for retirement benefits, (2) establish a timetable for completion of OPM's retirement systems modernization project and a deadline by which all federal payroll processing entities will electronically transmit all personnel data to OPM, and (3) include in each annual budget request a statement on OPM's progress in completing such project and resources needed to implement it.

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