Federal Manager's Daily Report

Newly offered bipartisan legislation in the House (HR-5402) would require federal agencies to set customer service standards and improve the service and customer experience they provide.

“Many agencies, offices, programs, and federal employees provide excellent service to individuals, however, many functions of the federal government do not provide the customer service experience that individuals have come to expect from the private sector,” the measure says, citing the 2016 American Customer Satisfaction Index, in which the government ranked among the bottom of all industries in the United States in customer satisfaction.

The bill would require agencies to develop customer experience standards and performance plans to be based on customer and market research that identifies the aspects of service delivery that are most important to the public. The standards and performance plans would have to be included in agency performance plans and posted on agency websites.

OMB would establish a pilot program to assist agencies not currently meeting their standards; the program would set “clearly defined short- and long-term goals to improve within existing resources and by drawing on expertise and assistance from other agencies where necessary.”

The bill is the latest of a number of initiatives from Capitol Hill to address customer service, which also is a focus of the recently issued President’s Management Agenda.