S. 1088 — what changed
Federal Agency Customer Experience Act of 2017
From Reported in Senate to Engrossed in Senate. 4 sections amended between Reported in Senate and Engrossed in Senate.
Sec. 3 Definitions
In this Act:
Administrator— The term Administrator means the Administrator of General Services.
Agency— The term agency has the meaning given the term in section 3502 of title 44, United States Code.
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Covered agency— The term covered agency means an agency or component of an agency that is required by the Director to collect voluntary feedback under for purposes of 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.
Director— The term Director means the Director of the Office of Management and Budget.
Voluntary feedback— The term voluntary feedback has the meaning given the term in section 3502 of title 44, United States Code, as added by section 4 of this Act.
Sec. 4 Application of the Paperwork Reduction Act to collection of voluntary feedback
Subchapter I of chapter 35 of title 44, United States Code (commonly known as the “Paperwork Reduction Act”), is amended—
in section 3502—
in paragraph (13)(D), by striking “and” at the end;
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in paragraph (14), by striking the period at the end and inserting “; and or”; and
by adding at the end the following:
“(15) the term voluntary feedback means any submission of information, opinion, or concern that is—
“(A) voluntarily made by a specific individual or other entity relating to a particular service of or transaction with an agency; and
“(B) specifically solicited by that agency.”
in section 3518(c)(1)—
in subparagraph (C), by striking “or” at the end;
in subparagraph (D), by striking the period at the end and inserting “; and”; and
by adding at the end the following:
“(E) by an agency that is voluntary feedback.”
Sec. 6 Customer experience data collection
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Collection of responses— The head of each covered agency (or a designee), assisted by and in coordination with the Chief Performance Improvement Officer or other senior accountable official for customer service of the covered agency, shall collect voluntary feedback with respect to services of or transactions with the covered agency.
Content of questions—
Standardized questions— The Director, in coordination with the Administrator, shall develop a set of standardized questions for use by covered agencies in collecting voluntary feedback under this section that address—
overall satisfaction of individuals or entities with the specific interaction or service received;
the extent to which individuals or entities were able to accomplish their intended task or purpose;
whether the individual or entity was treated with respect and professionalism;
whether the individual or entity believes they were served in a timely manner; and
any additional metrics as determined by the Director, in coordination with the Administrator.
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Additional questions— In addition to the questions developed under paragraph (1), the Chief Performance Improvement Officer or other senior accountable official for customer service at a covered agency may develop questions relevant to the specific operations or programs of the covered agency.
Additional requirements— To the extent practicable—
each covered agency shall collect voluntary feedback across all platforms or channels through which the covered agency interacts with individuals or other entities to deliver information or services; and
voluntary feedback collected under this section shall be tied to specific transactions or interactions with customers of the covered agency.
Reports—
Annual report to the Director—
In general— Not later than 1 year after the date of 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.
Centralized website— The Director shall—
include and maintain on a publicly available website links to the information provided on the websites of covered agencies under subparagraph (A); and
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.
Aggregated report— Each covered agency shall publish, on a regular basis, an aggregated report on the solicitation of voluntary feedback sent to individuals or entities, which shall include—
the intended purpose of each solicitation of voluntary feedback conducted by the covered agency;
the appropriate point of contact within each covered agency for each solicitation of voluntary feedback conducted;
the questions or survey instrument submitted to members of the public as part of the solicitation of voluntary information; and
a description of how the covered agency uses the voluntary feedback received by the covered agency to improve the customer service of the covered agency.
Sec. 7 Customer experience scorecard report
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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.
Contents— The report required under subsection (a) shall include—
a summary of the information required to be published by covered agencies under section 6(d); and
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an analysis a description of administrative and legislative barriers to improving service delivery how each covered agency will use the voluntary feedback received by the covered agencies.agency to improve service delivery.