Sec. 10. Integrating Customer Experience into the Responsibilities of Key Agency Officials
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/bill/117/s/1934/is/section-10A research copy — for the controlling text, always check the official state or federal source. Not legal advice.
Section 1124 of title 31, United States Code, is amended— in subsection (a)(2)— by redesignating subparagraphs
(B)through
(F)as subparagraphs
(C)through (G), respectively; by inserting after subparagraph
(A)the following: in consultation with agency staff responsible for customer experience and communications, advise the head of the agency and the Chief Operating Officer, or an equivalent official, on the agency contribution to public trust in Government, including through customer experience, mechanisms for public participation in Government, and communication with the public on agency performance, consistent with subparagraph (G); ; in subparagraph (D), as so redesignated, by inserting , with an emphasis on customer experience before the semicolon; in subparagraph (E), as so redesignated, by inserting and soliciting voluntary customer experience feedback after agency performance ; in subparagraph (F), as so redesignated, by striking and at the end; in subparagraph (G), as so redesignated, by striking the period at the end and inserting ; and ; and by adding at the end the following: in collaboration with other relevant officials, revise and update the website of the agency and develop and implement proactive public outreach strategies that emphasize human-level stories of impact, geographic or demographic considerations of the target audience, and human centered design, in collaboration with other agency officials and support agencies, including the United States Digital Service and the General Services Administration. ; and in subsection (b)(2)— in subparagraph (B), by inserting , especially related to customer experience before the semicolon; in subparagraph (D), by inserting especially customer experience, and barriers to developing and enhancing public trust in Government, after performance issues, ; and in subparagraph
(H)by inserting and customer experience after performance improvement experiences . Section 1401(1) of title 5, United States Code, is amended by inserting , with an emphasis on enhancing employee engagement (as defined in section 321) before the semicolon. Section 1402(a)(4) of title 5, United States Code, is amended to read as follows: the hiring and performance management authorities for developing and advocating a culture of continuous learning and employee engagement (as defined in section 321) to attract and retain employees with superior abilities, motivation, and pride in their work who will contribute to overall agency performance and customer experience (as defined in section 321), which shall be delegated to the Chief Human Capital Officer by the Director of the Office of Personnel Management; . Section 11319(d)(1) of title 40, United States Code, is amended— by redesignating subparagraphs (C), (D), (E), (F), (G), and
(H)as subparagraphs (D), (E), (F), (G), (H), and (I), respectively; and by inserting after subparagraph
(B)the following: to improve customer experience (as defined in section 321 of title 5) through targeted information technology improvement and analytics; . Section 1126 of title 31, United States Code, is amended— in subsection (a)(2)(B)— in clause (i)— in subclause (I), by striking and at the end; in subclause (II), by striking the period at the end and inserting ; and ; and by adding at the end the following: training that emphasizes customer experience. ; and in clause (iii), by striking career paths and career and inserting employee engagement, career paths, and career ; and in subsection (b)(2)(C)— in clause (i), by striking career development and and inserting employee engagement, career development, and ; and in clause (ii), by inserting , including customer experience after project management . Section 3520(c) of title 44, United States Code, is amended— in paragraph (7), by inserting , including data use relating to customer experience and employee engagement after data use ; and in paragraph (12), by inserting , including data use relating to customer experience and employee engagement after data use . Section 3520A(b)(3) of title 44, United States Code, is amended by inserting , including policymaking relating to customer experience and employee engagement after policymaking .