IN THE SENATE OF THE UNITED STATES
July 30, 2012
Mr. Warner (for himself and Mr. Johnson of Wisconsin) introduced the following bill; which was read twice and referred to the Committee on Homeland Security and Governmental Affairs
To require the establishment of customer service standards for Federal agencies.
This Act may be cited as
Government Customer Service
Improvement Act of 2012.
In this Act:
The term agency—
has the meaning given the term Executive agency under section 105 of title 5, United States Code; and
does not include an Executive agency if the President determines that this Act should not apply to the Executive agency for national security reasons.
The term customer, with respect to an agency—
means any individual or entity to which the agency provides services or information; and
includes a business, a State or local government, another agency, and Congress.
Development of performance measures and standards for customer service provided by agencies
Performance measures and standards
The Director of the Office of Management and Budget shall develop—
performance measures to determine whether agencies are providing high-quality, timely customer service and improving service delivery to customers of the agencies; and
standards to be met by agencies in order to provide high-quality customer service and improve service delivery to customers of the agencies, including—
specific milestones and performance targets for continuous service improvements and efforts to modernize service delivery; and
where appropriate, target response times for telephone calls, electronic mail, mail, benefit processing, and payments.
Requirement to take into account certain information
The standards under paragraph (1) shall be developed after taking into account the information collected by agencies under subsection (b).
Customer service input
The head of each agency shall collect information from customers of the agency regarding the quality of customer service provided by the agency. Each agency shall include the information collected under this subsection in the performance report made available by the agency under section 1116 of title 31, United States Code.
Annual performance update
The Director of the Office of Management and Budget shall include achievements by agencies in meeting the customer service performance measures and standards developed under subsection (a) in each update on agency performance required under section 1116 of title 31, United States Code.
Implementation of customer service standards
Service improvement officer
The head of each agency shall designate an employee to be the service improvement officer of the agency, who shall be responsible for implementing the customer service standards developed under section 3 and the agency requirements under subsection (b).
Guidelines and contact information
The head of each agency, acting through the service improvement officer of the agency, shall—
issue guidelines to implement the customer service standards developed under section 3 within the agency, including specific principles of customer service applicable to the agency, which shall include where appropriate—
target call wait times during peak and non-peak hours;
target response times for correspondence, both by mail and electronic mail;
procedures for ensuring all applicable metrics are incorporated into service agreements with nongovernmental individuals and entities; and
target response times for processing benefits and making payments; and
publish customer service contact information, including a mailing address, telephone number, and email address.
The head of each agency, acting through the service improvement officer of the agency, shall make the guidelines and the customer service contact information required under this subsection available on the website of the agency.
Service improvement unit pilot
Deputy Director of Management shall establish a pilot program, to be known as
the Service Improvement Unit Pilot Program (in this section referred to as the
pilot program), to provide assistance to agencies that do not
meet the customer service standards and performance measures established under
The heads of agencies with expertise in change management, process improvement, and information technology innovation shall detail employees to the Office of Management and Budget to work on the pilot program, based on the expertise and skills required to address service improvement goals.
Under the pilot program, the Office of Management and Budget shall work with agencies that are not meeting the customer service standards and performance measures established under section 3 to improve and modernize service delivery to develop solutions, including—
evaluating the efforts of the agency to improve service delivery;
developing a plan to improve within existing resources and by drawing on expertise and assistance from other agencies (including the Office of Management and Budget) where necessary;
monitoring implementation by the agency of the plan developed under paragraph (2) until the customer service standards and performance measures are met; and
submitting to the Director of Office of Management and Budget monthly reports on the progress being made to improve service at the agency until the customer service standards are met.
Not later than 2 years after the date of enactment of this Act, the Director of the Office of Management and Budget shall submit to Congress a report on the accomplishments and outcomes of the pilot program and any recommendations relating to achieving the customer service standards and performance measures established under section 3.
The authority to carry out the pilot program shall terminate 2 years after the date of enactment of this Act.
Compliance with the customer service standards developed under this Act shall be included in the performance appraisal systems described in section 5307(d) of title 5, United States Code.
In this section, the term agency has the meaning given that term in section 551 of title 5, United States Code.
Not later than 30 days after the date of enactment of this Act, and every month thereafter, the Director of the Office of Personnel Management shall submit to Congress, the Comptroller General of the United States, and issue publicly (including on the website of the Office of Personnel Management) a report that—
for each agency, evaluates the timeliness, completeness, and accuracy of information submitted by the agency relating to employees of the agency who are retiring; and
the total number of applications for retirement benefits that are pending action by the Office of Personnel Management; and
the number of months each such application has been pending.
The Director of the Office of Personnel Management shall establish—
a timetable for the completion of each component of the retirement systems modernization project of the Office of Personnel Management, including all data elements required for accurate completion of adjudication; and
the date by which all Federal payroll processing entities will electronically transmit all personnel data to the Office of Personnel Management.
The Office of Personnel Management shall include a detailed statement regarding the progress of the Office of Personnel Management in completing the retirement systems modernization project of the Office of Personnel Management in each budget request of the Office of Personnel Management submitted as part of the preparation of the budget of the President submitted to Congress under section 1105(a) of title 31, United States Code.
No increase in expenditures
It is the sense of Congress that no additional funds should be appropriated to carry out this Act.