Legis Daily

Federal Agency Customer Experience Act of 2017

USA115th CongressS-1088| Senate 
| Updated: 11/8/2017
Claire McCaskill

Claire McCaskill

Democratic Senator

Missouri

Cosponsors (1)
James Lankford (Republican)

Homeland Security and Governmental Affairs Committee, Oversight and Government Reform Committee

  • Introduced
  • In Committee
  • On Floor
  • Passed Chamber
  • Enacted
Federal Agency Customer Experience Act of 2017 (Sec. 2) This bill expresses the sense of Congress that all agencies should strive to provide high-quality, courteous, effective, and efficient services and seek to measure, collect, report, and utilize metrics relating to the experience of persons interacting with them to continually improve services. (Sec. 4) The bill amends the Paperwork Reduction Act to exempt the collection of information by an agency that is voluntary feedback from the agency's authority to prescribe policies, rules, regulations, and procedures for federal information resources management activities. "Voluntary feedback" is defined as any submission of information, opinion, or concern voluntarily made by a specific person relating to a particular service of or transaction with an agency that is specifically solicited by that agency. (Sec. 5) Each agency that solicits voluntary feedback shall, among other things, ensure that: responses to the solicitation remain anonymous, person who decline to participate shall not be treated differently by the agency for purposes of providing services or information, the voluntary nature of the solicitation is clear, and the proposed solicitation of voluntary feedback will contribute to improved customer service. (Sec. 6) Each agency shall collect voluntary feedback with respect to its services and transactions. The Office of Management and Budget (OMB), in coordination with the General Services Administration, shall develop a set of standardized questions for use by agencies in collecting feedback, which shall address: overall satisfaction of persons with the specific interaction or service received, the extent to which such persons were able to accomplish their intended purpose, whether such persons were treated with respect and professionalism, and whether such persons believe they were served in a timely manner. Each agency shall: (1) collect voluntary feedback across all platforms or channels through which it interacts with persons to deliver information or services, (2) publish on its website and submit to the OMB a report that includes the voluntary feedback required to be collected, and (3) regularly publish an aggregated report on the solicitation of voluntary feedback. The OMB shall maintain on a publicly available website links to the information provided on the agency websites. (Sec. 7) The Government Accountability Office shall, by 15 months after the date on which all agencies have submitted the first annual reports and every 2 years thereafter until 10 years after such date, make publicly available and submit to Congress a scorecard report assessing the data collected and reported by the agencies.

Bill Text Versions

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Timeline
May 10, 2017
Introduced in Senate
May 10, 2017
Read twice and referred to the Committee on Homeland Security and Governmental Affairs.
May 17, 2017
Committee on Homeland Security and Governmental Affairs. Ordered to be reported with amendments favorably.
Sep 14, 2017
Committee on Homeland Security and Governmental Affairs. Reported by Senator Johnson with amendments. With written report No. 115-156.
Sep 14, 2017
Placed on Senate Legislative Calendar under General Orders. Calendar No. 220.
Nov 7, 2017
Passed Senate with amendments by Unanimous Consent. (text: CR S7068)
Nov 7, 2017
Passed/agreed to in Senate: Passed Senate with amendments by Unanimous Consent.(text: CR S7068)
Nov 7, 2017
The committee amendments agreed to by Unanimous Consent.
Nov 7, 2017
Measure laid before Senate by unanimous consent. (consideration: CR S7066-7068)
Nov 8, 2017
Referred to the House Committee on Oversight and Government Reform.
Nov 8, 2017
Message on Senate action sent to the House.
Nov 8, 2017
Received in the House.
Dec 3, 2018

Latest Companion Bill Action

HR 115-2846
Received in the Senate and Read twice and referred to the Committee on Homeland Security and Governmental Affairs.
  • May 10, 2017
    Introduced in Senate


  • May 10, 2017
    Read twice and referred to the Committee on Homeland Security and Governmental Affairs.


  • May 17, 2017
    Committee on Homeland Security and Governmental Affairs. Ordered to be reported with amendments favorably.


  • September 14, 2017
    Committee on Homeland Security and Governmental Affairs. Reported by Senator Johnson with amendments. With written report No. 115-156.


  • September 14, 2017
    Placed on Senate Legislative Calendar under General Orders. Calendar No. 220.


  • November 7, 2017
    Passed Senate with amendments by Unanimous Consent. (text: CR S7068)


  • November 7, 2017
    Passed/agreed to in Senate: Passed Senate with amendments by Unanimous Consent.(text: CR S7068)


  • November 7, 2017
    The committee amendments agreed to by Unanimous Consent.


  • November 7, 2017
    Measure laid before Senate by unanimous consent. (consideration: CR S7066-7068)


  • November 8, 2017
    Referred to the House Committee on Oversight and Government Reform.


  • November 8, 2017
    Message on Senate action sent to the House.


  • November 8, 2017
    Received in the House.


  • December 3, 2018

    Latest Companion Bill Action

    HR 115-2846
    Received in the Senate and Read twice and referred to the Committee on Homeland Security and Governmental Affairs.

Government Operations and Politics

Related Bills

  • HR 115-2846: Federal Agency Customer Experience Act of 2018
Congressional oversightGovernment information and archivesGovernment studies and investigationsPerformance measurement

Federal Agency Customer Experience Act of 2017

USA115th CongressS-1088| Senate 
| Updated: 11/8/2017
Federal Agency Customer Experience Act of 2017 (Sec. 2) This bill expresses the sense of Congress that all agencies should strive to provide high-quality, courteous, effective, and efficient services and seek to measure, collect, report, and utilize metrics relating to the experience of persons interacting with them to continually improve services. (Sec. 4) The bill amends the Paperwork Reduction Act to exempt the collection of information by an agency that is voluntary feedback from the agency's authority to prescribe policies, rules, regulations, and procedures for federal information resources management activities. "Voluntary feedback" is defined as any submission of information, opinion, or concern voluntarily made by a specific person relating to a particular service of or transaction with an agency that is specifically solicited by that agency. (Sec. 5) Each agency that solicits voluntary feedback shall, among other things, ensure that: responses to the solicitation remain anonymous, person who decline to participate shall not be treated differently by the agency for purposes of providing services or information, the voluntary nature of the solicitation is clear, and the proposed solicitation of voluntary feedback will contribute to improved customer service. (Sec. 6) Each agency shall collect voluntary feedback with respect to its services and transactions. The Office of Management and Budget (OMB), in coordination with the General Services Administration, shall develop a set of standardized questions for use by agencies in collecting feedback, which shall address: overall satisfaction of persons with the specific interaction or service received, the extent to which such persons were able to accomplish their intended purpose, whether such persons were treated with respect and professionalism, and whether such persons believe they were served in a timely manner. Each agency shall: (1) collect voluntary feedback across all platforms or channels through which it interacts with persons to deliver information or services, (2) publish on its website and submit to the OMB a report that includes the voluntary feedback required to be collected, and (3) regularly publish an aggregated report on the solicitation of voluntary feedback. The OMB shall maintain on a publicly available website links to the information provided on the agency websites. (Sec. 7) The Government Accountability Office shall, by 15 months after the date on which all agencies have submitted the first annual reports and every 2 years thereafter until 10 years after such date, make publicly available and submit to Congress a scorecard report assessing the data collected and reported by the agencies.

Bill Text Versions

View Text
4 versions available

Suggested Questions

Get AI-generated questions to help you understand this bill better

Timeline
May 10, 2017
Introduced in Senate
May 10, 2017
Read twice and referred to the Committee on Homeland Security and Governmental Affairs.
May 17, 2017
Committee on Homeland Security and Governmental Affairs. Ordered to be reported with amendments favorably.
Sep 14, 2017
Committee on Homeland Security and Governmental Affairs. Reported by Senator Johnson with amendments. With written report No. 115-156.
Sep 14, 2017
Placed on Senate Legislative Calendar under General Orders. Calendar No. 220.
Nov 7, 2017
Passed Senate with amendments by Unanimous Consent. (text: CR S7068)
Nov 7, 2017
Passed/agreed to in Senate: Passed Senate with amendments by Unanimous Consent.(text: CR S7068)
Nov 7, 2017
The committee amendments agreed to by Unanimous Consent.
Nov 7, 2017
Measure laid before Senate by unanimous consent. (consideration: CR S7066-7068)
Nov 8, 2017
Referred to the House Committee on Oversight and Government Reform.
Nov 8, 2017
Message on Senate action sent to the House.
Nov 8, 2017
Received in the House.
Dec 3, 2018

Latest Companion Bill Action

HR 115-2846
Received in the Senate and Read twice and referred to the Committee on Homeland Security and Governmental Affairs.
  • May 10, 2017
    Introduced in Senate


  • May 10, 2017
    Read twice and referred to the Committee on Homeland Security and Governmental Affairs.


  • May 17, 2017
    Committee on Homeland Security and Governmental Affairs. Ordered to be reported with amendments favorably.


  • September 14, 2017
    Committee on Homeland Security and Governmental Affairs. Reported by Senator Johnson with amendments. With written report No. 115-156.


  • September 14, 2017
    Placed on Senate Legislative Calendar under General Orders. Calendar No. 220.


  • November 7, 2017
    Passed Senate with amendments by Unanimous Consent. (text: CR S7068)


  • November 7, 2017
    Passed/agreed to in Senate: Passed Senate with amendments by Unanimous Consent.(text: CR S7068)


  • November 7, 2017
    The committee amendments agreed to by Unanimous Consent.


  • November 7, 2017
    Measure laid before Senate by unanimous consent. (consideration: CR S7066-7068)


  • November 8, 2017
    Referred to the House Committee on Oversight and Government Reform.


  • November 8, 2017
    Message on Senate action sent to the House.


  • November 8, 2017
    Received in the House.


  • December 3, 2018

    Latest Companion Bill Action

    HR 115-2846
    Received in the Senate and Read twice and referred to the Committee on Homeland Security and Governmental Affairs.
Claire McCaskill

Claire McCaskill

Democratic Senator

Missouri

Cosponsors (1)
James Lankford (Republican)

Homeland Security and Governmental Affairs Committee, Oversight and Government Reform Committee

Government Operations and Politics

Related Bills

  • HR 115-2846: Federal Agency Customer Experience Act of 2018
  • Introduced
  • In Committee
  • On Floor
  • Passed Chamber
  • Enacted
Congressional oversightGovernment information and archivesGovernment studies and investigationsPerformance measurement