H.R.1660 - Government Customer Service Improvement Act of 2013
To require the establishment of Federal customer service standards and to improve the service provided by Federal agencies.
|Version||Word Count||Changes From Previous Version||Percent Change|
|Introduced in House||1,390||n/a||n/a|
|Engrossed in House||1,604||36||36%|
|Referred in Senate||1,596||5 Show Changes Hide Changes||3%|
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SECTION 1. SHORT TITLE.
SEC. 2. DEFINITIONS.
(A) means an Executive agency (as defined under
SEC. 3. DEVELOPMENT OF CUSTOMER SERVICE STANDARDS.
(1) IN GENERAL- The Director of the Office of Management and Budget shall develop Government-wide standards for customer service delivery, which shall be included in the Federal Government Performance Plan required under
(1) IN GENERAL- The Performance Improvement Officer for each agency shall establish customer service standards in accordance with the Government-wide standards developed under subsection (a), which shall be included in the Agency Performance Plans required under
(1) ESTABLISHMENT- The Director of the Office of Management and Budget shall establish a Customer Service Feedback Pilot Program. The pilot program shall include participation by the Internal Revenue Service and a minimum of two additional agencies selected by the Director and shall continue for a period of at least three years. The Director shall require participating agencies to implement a customer service feedback system to collect information from customers of the agency regarding the quality of customer service provided by the agency, including--CommentsClose CommentsPermalink
(3) ADDITIONAL INFORMATION IN PERFORMANCE REPORT- In developing the performance report made available by the agency under
(4) REPORT TO CONGRESS ON CUSTOMER SERVICE FEEDBACK PILOT PROGRAM- Not later than two years after the implementation of the Customer Service Feedback Pilot Program established under this subsection, the Comptroller General shall submit to Congress a report assessing the pilot program and a recommendation on whether such program should be expanded Government-wide.CommentsClose CommentsPermalink
(d) Annual Performance Update- The Director of the Office of Management and Budget shall include achievements by agencies in meeting the customer service performance standards developed under subsection (a) in each update on agency performance required under
SEC. 4. PERFORMANCE APPRAISAL.
Compliance with customer service standards developed under this Act shall be included in employee appraisal systems establish by agencies, including the performance appraisal systems referred to in chapter 43 of title 5, United States Code.CommentsClose CommentsPermalink
SEC. 5. SERVICE IMPROVEMENT UNIT PILOT PROGRAM.
(a) Established- The Director of the Office of Management and Budget 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 Government-wide standards developed under section 3.CommentsClose CommentsPermalink
(b) Personnel- 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.CommentsClose CommentsPermalink
(c) Responsibilities- Under the pilot program, the Office of Management and Budget shall work with agencies that are not meeting the customer service standards developed under section 3 to improve and modernize service delivery to develop solutions, including--CommentsClose CommentsPermalink
(2) 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;CommentsClose CommentsPermalink
(4) submitting to the Director of the 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.CommentsClose CommentsPermalink
(d) Report- 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 developed under section 3.CommentsClose CommentsPermalink
(e) Support- The Administrator of General Services shall provide administrative and other support in order to implement the pilot program under this section. The heads of agencies shall, as appropriate and to the extent permitted by law, provide at the request of the Director of the Office of Management and Budget up to 2 personnel authorizations who have expertise in change management, process improvement, and information technology innovation to support the pilot program.CommentsClose CommentsPermalink
SEC. 6. RETIREMENT REPORTING.
(1) IN GENERAL- Except as provided in paragraph (2) and not later than 90 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 and the Comptroller General of the United States, and issue publicly (including on the website of the Office of Personnel Management), a report that--CommentsClose CommentsPermalink
(A) for each agency, evaluates the timeliness, completeness, and accuracy of information submitted by the agency relating to employees of the agency who are retiring; andCommentsClose CommentsPermalink
(i) the total number of applications for retirement benefits, lump sum death benefits, court ordered benefits, phased retirement, and disability retirement that are pending action by the Office of Personnel Management; andCommentsClose CommentsPermalink
(2) SUSPENSION OF REPORTING REQUIREMENT- Paragraph (1) shall not apply to the Director of the Office of Personnel Management for any month immediately following an 18-month period in which the average processing time of applications described in paragraph (1)(B) reaches 90 days or less.CommentsClose CommentsPermalink
(1) a timetable for the completion of each component of the customer-focused retirement processing system of the Office of Personnel Management, including all data elements required for accurate completion of adjudication; andCommentsClose CommentsPermalink
(d) Budget Request- The Office of Personnel Management shall include a detailed statement regarding the progress of the Office of Personnel Management in completing the customer-focused retirement processing system 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
SEC. 7. NO INCREASE IN EXPENDITURES.
Clerk. 113th CONGRESS 1st Session H. R. 1660 AN ACT
H. R. 1660