One bill requires agencies to plan for long-term customer service improvements. Image: Katherine Welles/Shutterstock.com
The Senate Homeland Security and Governmental Affairs Committee has approved S-2866, to require agencies to develop a written comprehensive strategy to improve customer experience, including a plan to adopt appropriate customer service best practices from the private sector such as online services, telephone call back services, and employee training programs.
The bill also requires agencies to plan for long-term customer service improvements – including adoption of the latest technologies that can better serve the public – and to assess which services they can co-locate with other federal services or offer self-service customer experience options.
The action comes as a bipartisan bill (HR-5887) has been introduced in the House to require OMB to appoint an official whose primary responsibility would be to lead and coordinate the improvement of delivering services to the public; individual agencies also would have to appoint an official responsible for improving services and building better trust with the public.
Also approved by the committee were:
* S-1258, to require OMB to submit to Congress an annual report on projects that are over budget and behind schedule,
* S-2685, to require agencies to submit to the GSA and make publicly available their internal guidance on considering using excess personal property to meet the needs of the agency, to include a requirement to consider excess personal property before buying new, how to evaluate the suitability of excess personal property for use, and define who is responsible for considering the potential use of excess personal property.
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