H.R. 538 (112th): Government Customer Service Improvement Act

Feb 08, 2011 (112th Congress, 2011–2013)
Died (Passed House)
Henry Cuellar
Representative for Texas's 28th congressional district
Read Text »
Last Updated
Sep 12, 2012
5 pages
Related Bills
S. 3455 (Related)
Government Customer Service Improvement Act of 2012

Referred to Committee
Last Action: Jul 30, 2012


This bill was introduced in a previous session of Congress and was passed by the House on September 11, 2012 but was never passed by the Senate.

Introduced Feb 08, 2011
Referred to Committee Feb 08, 2011
Reported by Committee Apr 18, 2012
Passed House Sep 11, 2012
Full Title

To require the establishment of customer service standards for Federal agencies.


No summaries available.

3 cosponsors (3R) (show)

House Oversight and Government Reform

Senate Homeland Security and Governmental Affairs

The committee chair determines whether a bill will move past the committee stage.

Primary Source

THOMAS.gov (The Library of Congress)

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H.R. stands for House of Representatives bill.

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The bill’s title was written by its sponsor.

GovTrack’s Bill Summary

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Library of Congress Summary

The summary below was written by the Congressional Research Service, which is a nonpartisan division of the Library of Congress.

9/11/2012--Passed House amended.
Government Customer Service Improvement Act - Requires the Director of the Office of Management and Budget (OMB) to:
(1) develop performance measures to determine whether federal agencies are providing high-quality customer service and improving delivery service to their customers,
(2) develop standards to be met by agencies to provide high-quality customer service and improve service delivery, and
(3) include achievements in meeting customer service performance measures and standards in agency performance updates.
Requires each federal agency to: (1) collect information from its customers regarding the quality of its customer services, (2) include this information in its performance report to the President and Congress, and (3) designate an employee as the agency's customer relations representative to be responsible for implementing customer service standards.
Provides that employee compliance with agency customer service standards shall be measured in employee performance appraisals.
Authorizes the President to exempt an agency from the application of this Act for national security reasons.
Requires: (1) any savings or reductions in expenditures resulting from this Act to be used to offset the cost of implementing this Act, and (2) any additional savings to be used to reduce the deficit.

House Republican Conference Summary

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No summary available.

House Democratic Caucus Summary

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