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Bill
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H.R. 2846 — what changed

Federal Agency Customer Experience Act of 2018

From Introduced in House to Reported in House. 6 sections amended and 1 added between Introduced in House and Reported in House.

Section 1 Short title

changed This Act may be cited as the “Federal Agency Customer Experience Act of 2017”.2018”.

Sec. 3 Definitions

In this Act:

(1)
Administrator— The term Administrator means the Administrator of General Services.
(2)
Agency— The term agency has the meaning given the term in section 3502 of title 44, United States Code.
(3)
changed Covered agency— The term covered agency means an agency or component of an agency that is required by the Director designated as a “covered agency” pursuant to collect voluntary feedback under section 6, based on an assessment of the components and programs of the agency with the highest impact on or number of interactions with individuals or entities.5(a).
(4)
Director— The term Director means the Director of the Office of Management and Budget.
(5)
changed Voluntary customer service feedback— The term voluntary customer service feedback has the meaning given the term in section 3502 means a response to a collection of title 44, United States Code, as added information conducted by section 4 of a covered agency in accordance with this Act.

Sec. 4 Application of certain provisions of the Paperwork Reduction Act to collection of voluntary customer service feedback

changed Subchapter I of chapter 35 Sections 3506(c) and 3507 of title 44, United States Code (commonly (provisions of what is commonly known as the “Paperwork Reduction Act”), is amended—Act”) shall not apply to a collection of voluntary customer service feedback.

(1)
removed in section 3502—
(A)
removed in paragraph (13)(D), by striking “and” at the end;
(B)
removed in paragraph (14), by striking the period at the end and inserting “; and”; and
(C)
removed by adding at the end the following:

removed “(15) the term voluntary feedback means any submission of information, opinion, or concern that is—

removed “(A) voluntarily made by a specific individual or other entity relating to a particular service of or transaction with an agency; and

removed “(B) specifically solicited by that agency.”

(2)
removed in section 3518(c)(1)—
(A)
removed in subparagraph (C), by striking “or” at the end;
(B)
removed in subparagraph (D), by striking the period at the end and inserting “; and”; and
(C)
removed by adding at the end the following:

removed “(E) by an agency that is voluntary feedback.”

Sec. 5 Guidelines for voluntary customer service feedback

(a)
added Evaluation and designation— The Director shall assess agencies, agency components, and agency programs to identify which have the highest impact on or number of interactions with individuals or entities. Based on the assessment, the Director shall designate agencies, agency components, or programs as covered agencies for purposes of this Act.

removed Each agency that solicits voluntary feedback shall ensure that—

(b)
changed Guidance— responses to the solicitation of The Director shall issue guidance that requires each covered agency that solicits voluntary customer service feedback remain anonymous and shall not be traced to specific individuals or entities;ensure that—
(1)
added any response to the solicitation of voluntary customer service feedback remains anonymous, the collection method does not include a request for or opportunity for the respondent to provide information that could identify such respondent, and any response is not traced to a specific individual or entity;
(2)
added any individual or entity who declines to participate in the solicitation of voluntary customer service feedback shall not be treated differently by the agency for purposes of providing services or information;
(2)
removed individuals who decline to participate in the solicitation of voluntary feedback shall not be treated differently by the agency for purposes of providing services or information;
(3)
renumbered was (5) the solicitation does not include more than 10 questions;
(4)
renumbered was (6) the voluntary nature of the solicitation is clear;
(5)
added the collection of voluntary customer service feedback is only used to improve customer service and will not be used for any other purpose;
(6)
added any solicitation of voluntary customer service feedback is limited to 1 solicitation per interaction with an individual or entity;
(7)
added to the extent practicable, the solicitation of voluntary customer service feedback is made at the point of service with an individual or entity;
(8)
added any instrument for collecting voluntary customer service feedback is accessible to individuals with disabilities in accordance with section 508 of the Rehabilitation Act of 1973 (29 U.S.C. 794d); and
(9)
added internal agency data governance policies remain in effect with respect to the collection of voluntary customer service feedback from any individual or entity.
(5)
removed the proposed solicitation of voluntary feedback will contribute to improved customer service;
(6)
removed solicitations of voluntary feedback are limited to 1 solicitation per interaction with an individual or entity;
(7)
removed to the extent practicable, the solicitation of voluntary feedback is made at the point of service with an individual or entity;
(8)
removed instruments for collecting voluntary feedback are accessible to individuals with disabilities in accordance with section 508 of the Rehabilitation Act of 1973 (29 U.S.C. 794d); and
(9)
removed internal agency data governance policies remain in effect with respect to the collection of voluntary feedback from individuals and entities.

Sec. 6 Customer experience data collection

(a)
changed Collection of responses— The head of each covered agency (or a designee), assisted by and in coordination consultation with the Chief Performance Improvement Officer or other senior accountable official for customer service of the covered agency, shall collect voluntary customer service feedback with respect to services any service of or transactions transaction with the covered agency.agency that has been identified by the Director, in consultation with the Administrator, in accordance with the guidance issued by the Director under section 5.
(b)
Content of questions—
(1)
changed Standardized questions— The Director, in coordination consultation with the Administrator, shall develop a set of standardized questions for use by each covered agencies agency in collecting voluntary customer service feedback under this section that address—
(A)
overall satisfaction of individuals or entities with the specific interaction or service received;
(B)
the extent to which individuals or entities were able to accomplish their intended task or purpose;
(C)
whether the individual or entity was treated with respect and professionalism;
(D)
whether the individual or entity believes they were served in a timely manner; and
(E)
changed any additional metrics as determined by the Director, in coordination consultation with the Administrator.
(2)
changed Additional questions— In addition to the questions developed under pursuant to paragraph (1), the Chief Director shall consult with the Performance Officer or other senior accountable official for customer service at a covered agency may Improvement Council to develop additional questions relevant to the specific operations or programs of the covered agency.agencies.
(c)
Additional requirements— To the extent practicable—
(1)
changed each covered agency shall collect voluntary customer service feedback across all platforms or channels through which the covered agency interacts with individuals or other entities to deliver information or services; and
(2)
changed voluntary customer service feedback collected under this section shall be tied to specific transactions or interactions with customers of the covered agency.
(d)
Reports—
(1)
changed Annual report to the Director—director—
(A)
changed In general— Not later than 1 year after the date of the enactment of this Act, and not less frequently than annually thereafter, each covered agency shall publish on the website of the covered agency and submit to the Director, in a manner determined by the Director, a report that includes the voluntary feedback required to be collected under this section.Director—
(i)
added a report that includes—
(I)
added the voluntary customer service feedback for the previous year; and
(II)
added descriptions of how the covered agency has used and plans to use such feedback; and
(ii)
added a machine readable dataset that includes—
(I)
added the the standardized questions or additional questions described in subsection (b) and the response choices for such questions; and
(II)
added the response rate for each collection of voluntary customer service feedback for the previous year.
(B)
Centralized website— The Director shall—
(i)
include and maintain on a publicly available website links to the information provided on the websites of covered agencies under subparagraph (A); and
(ii)
for purposes of clause (i), establish a website or make use of an existing website, such as the website required under section 1122 of title 31, United States Code.
(2)
changed Aggregated report— Each covered agency shall publish, publish in an electronic format and update on a regular basis, basis an aggregated report on the solicitation and use of voluntary feedback sent to individuals or entities, customer service feedback, which shall include—
(A)
changed the intended purpose of each solicitation of voluntary customer service feedback conducted by the covered agency;
(B)
changed the appropriate point of contact within each covered agency for each solicitation of voluntary customer service feedback conducted;
(C)
changed the questions or survey instrument submitted to members of the public as part of the solicitation of voluntary information; customer service feedback; and
(D)
changed a description of how the covered agency uses the voluntary customer service feedback received by the covered agency to improve the customer service of the covered agency.

Sec. 7 Customer experience scorecard report

(a)
changed In general— Not later than 15 months after the date of enactment of this Act, on which all covered agencies have submitted the first annual reports to the Director required under section 6(d)(1), and annually every 2 years thereafter for until the date that is 10 years, years after such date, the Comptroller General of the United States shall make publicly available and submit to the Committee on Homeland Security and Governmental Affairs of the Senate and the Committee on Oversight and Government Reform of the House of Representatives a scorecard report assessing the quality of services provided to the public data collected and reported by each the covered agency.agencies and each instrument used to collect voluntary customer service feedback.
(b)
Contents— The report required under subsection (a) shall include—
(1)
changed a summary of the information required to be published by covered agencies under section 6(d); and6(d);
(2)
changed an analysis a description of administrative and legislative barriers how each covered agency plans to improving use and has used the voluntary customer service delivery feedback received by the covered agencies.agency; and
(3)
added an evaluation of each covered agency’s compliance with this Act.

Sec. 8 Sense of Congress

added

added It is the sense of Congress that adequate Federal funding is needed to ensure agency staffing levels that can provide the public with appropriate customer service levels.