Sec. 11. Customer experience officers for agency components
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/bill/117/s/1934/is/section-11A research copy — for the controlling text, always check the official state or federal source. Not legal advice.
The head of an agency may designate 1 or more Lead Customer Experience Officers for a component of the agency that presents significant customer experience opportunities or challenges. It is the sense of Congress that, the head of an agency that is a high-impact service provider should make a designation under paragraph (1). A Lead Customer Experience Officer of a component of an agency designated under paragraph
(1)shall have demonstrated training and experience in— agency leadership; management; policy; customer experience; employee engagement; digital experience; public communications; or marketing. The Lead Customer Experience Officer of a component of an agency shall— report directly to the head of the component or the deputy head of the agency; be included in the budget formulation process of the component; recommend modifications to policies of agencies to incorporate customer experience as an essential priority, including— rules (as defined in section 551 of title 5, United States Code); and any other relevant policies; issue directives, guidance, or policies for the component on customer experience that articulate how strategy and mission link to customer experience management and outcomes; participate in agency peer-learning and sharing and ensure that customer experience practices are informed by good practices from the private sector or other agencies; in concert with agency-wide efforts and consistent with guidance of the Office of Management and Budget, assess and measure the overall public perceptions of the component; coordinate the development, resourcing, and implementation of customer experience priorities; engage employees and contractors of the component in customer experience and employee engagement, including through process reforms, training, workshops, and other interventions designed to shift the culture of the component to increasingly focus on measuring customer experience and the outcomes that the component produces, such as improved trust; and serve as the liaison of the component to other components of the agency, other agencies, and the Office of Management and Budget on improving customer experience and trust in the Federal Government.