US Codex
Bill
Notes

S. 1088 — what changed

Federal Agency Customer Experience Act of 2017

From Introduced in Senate to Reported in Senate. 4 sections amended between Introduced in Senate and Reported in Senate.

Section 1 Short title

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

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

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 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.
(4)
Director— The term Director means the Director of the Office of Management and Budget.
(5)
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—

(1)
in section 3502—
(A)
in paragraph (13)(D), by striking “and” at the end;
(B)
changed in paragraph (14), by striking the period at the end and inserting “; and”; and or”; and
(C)
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.”

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

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

Sec. 5 Guidelines for voluntary feedback

Each agency that solicits voluntary feedback shall ensure that—

(1)
responses to the solicitation of voluntary feedback remain anonymous and shall not be traced to specific individuals or entities;
(2)
changed individuals and entities 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)
the solicitation does not include more than 10 questions;
(4)
the voluntary nature of the solicitation is clear;
(5)
the proposed solicitation of voluntary feedback will contribute to improved customer service;
(6)
solicitations of voluntary feedback are limited to 1 solicitation per interaction with an individual or entity;
(7)
to the extent practicable, the solicitation of voluntary feedback is made at the point of service with an individual or entity;
(8)
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)
internal agency data governance policies remain in effect with respect to the collection of voluntary feedback from individuals and entities.