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Trust in Public Service Act

USA117th CongressHR-3609| House 
| Updated: 5/28/2021
Barry Loudermilk

Barry Loudermilk

Republican Representative

Georgia

Cosponsors (4)
Young Kim (Republican)Dean Phillips (Democratic)Gerald E. Connolly (Democratic)Katie Porter (Democratic)

Appropriations Committee, Oversight and Government Reform Committee

  • Introduced
  • In Committee
  • On Floor
  • Passed Chamber
  • Enacted
Trust in Public Service Act This bill incorporates customer experience as a central measure of performance for federal agencies. Specifically, the bill requires each agency to develop a high-quality customer experience by allocating sufficient resources to and prioritizing customer experience capabilities and initiatives, adapting government-wide and global good practices, streamlining the process for soliciting voluntary customer feedback and requiring limited internal review if the collection is within the scope of Office of Management and Budget (OMB) guidance, and using human-centered design practices. Each agency shall develop and use tools to experiment with different approaches to improve customer experience, ensure the privacy of federal customers, use the data collected to continually improve customer experience and agency performance, and share the data collected with research entities to permit external analysis. The bill sets forth agency communication responsibilities. In addition, the OMB must issue guidance for agencies in collaboration with specified entities. It may establish programs that annually recognize individuals and teams across the federal workforce meeting customer service-related goals. The bill (1) integrates customer experience provisions into the U.S. code and the Federal Citizen Services Fund, (2) directs the OMB to establish an Office of Customer Experience, and (3) integrates customer experience into the responsibilities of key agency officials. The OMB, in coordination with the Office of Customer Experience, must establish the Participatory Government and Civic Dialogue Advisory Council. The Government Accountability Office shall report to Congress, assessing agency efforts and examining best practices.
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Timeline
May 27, 2021

Latest Companion Bill Action

S 117-1934
Introduced in Senate
May 28, 2021
Introduced in House
May 28, 2021
Referred to the Committee on Oversight and Reform, and in addition to the Committee on Appropriations, for a period to be subsequently determined by the Speaker, in each case for consideration of such provisions as fall within the jurisdiction of the committee concerned.
  • May 27, 2021

    Latest Companion Bill Action

    S 117-1934
    Introduced in Senate


  • May 28, 2021
    Introduced in House


  • May 28, 2021
    Referred to the Committee on Oversight and Reform, and in addition to the Committee on Appropriations, for a period to be subsequently determined by the Speaker, in each case for consideration of such provisions as fall within the jurisdiction of the committee concerned.

Government Operations and Politics

Related Bills

  • S 117-1934: Trust in Public Service Act
Advisory bodiesCivics educationCongressional oversightDigital mediaExecutive agency funding and structureFederal officialsGovernment employee pay, benefits, personnel managementGovernment information and archivesGovernment studies and investigationsOffice of Management and Budget (OMB)Performance measurementPublic participation and lobbyingRight of privacyU.S. history

Trust in Public Service Act

USA117th CongressHR-3609| House 
| Updated: 5/28/2021
Trust in Public Service Act This bill incorporates customer experience as a central measure of performance for federal agencies. Specifically, the bill requires each agency to develop a high-quality customer experience by allocating sufficient resources to and prioritizing customer experience capabilities and initiatives, adapting government-wide and global good practices, streamlining the process for soliciting voluntary customer feedback and requiring limited internal review if the collection is within the scope of Office of Management and Budget (OMB) guidance, and using human-centered design practices. Each agency shall develop and use tools to experiment with different approaches to improve customer experience, ensure the privacy of federal customers, use the data collected to continually improve customer experience and agency performance, and share the data collected with research entities to permit external analysis. The bill sets forth agency communication responsibilities. In addition, the OMB must issue guidance for agencies in collaboration with specified entities. It may establish programs that annually recognize individuals and teams across the federal workforce meeting customer service-related goals. The bill (1) integrates customer experience provisions into the U.S. code and the Federal Citizen Services Fund, (2) directs the OMB to establish an Office of Customer Experience, and (3) integrates customer experience into the responsibilities of key agency officials. The OMB, in coordination with the Office of Customer Experience, must establish the Participatory Government and Civic Dialogue Advisory Council. The Government Accountability Office shall report to Congress, assessing agency efforts and examining best practices.
View Full Text

Suggested Questions

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

Timeline
May 27, 2021

Latest Companion Bill Action

S 117-1934
Introduced in Senate
May 28, 2021
Introduced in House
May 28, 2021
Referred to the Committee on Oversight and Reform, and in addition to the Committee on Appropriations, for a period to be subsequently determined by the Speaker, in each case for consideration of such provisions as fall within the jurisdiction of the committee concerned.
  • May 27, 2021

    Latest Companion Bill Action

    S 117-1934
    Introduced in Senate


  • May 28, 2021
    Introduced in House


  • May 28, 2021
    Referred to the Committee on Oversight and Reform, and in addition to the Committee on Appropriations, for a period to be subsequently determined by the Speaker, in each case for consideration of such provisions as fall within the jurisdiction of the committee concerned.
Barry Loudermilk

Barry Loudermilk

Republican Representative

Georgia

Cosponsors (4)
Young Kim (Republican)Dean Phillips (Democratic)Gerald E. Connolly (Democratic)Katie Porter (Democratic)

Appropriations Committee, Oversight and Government Reform Committee

Government Operations and Politics

Related Bills

  • S 117-1934: Trust in Public Service Act
  • Introduced
  • In Committee
  • On Floor
  • Passed Chamber
  • Enacted
Advisory bodiesCivics educationCongressional oversightDigital mediaExecutive agency funding and structureFederal officialsGovernment employee pay, benefits, personnel managementGovernment information and archivesGovernment studies and investigationsOffice of Management and Budget (OMB)Performance measurementPublic participation and lobbyingRight of privacyU.S. history