Sec. 13. Effectively Communicating Agency Performance to the Public
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Section 6(4) of the 21st Century Integrated Digital Experience Act ( 44 U.S.C. 3501 note) is amended— by striking customers, identify areas and inserting “customers, identify— areas ; in subparagraph (A), as so designated, by adding and at the end; and by adding at the end the following: opportunities to provide— a more engaging customer experience (as defined in section 321 of title 5, United States Code) through human-level content, such as stories of individual impact or multimedia testimonials; and design improvements of websites and interactive portals, online forms, social media, and other digital platforms of agencies and the Federal Government; .
The E-Government Act of 2002 ( 44 U.S.C. 3501 note) is amended— in section 204(a)— in paragraph (1)— by striking and promote an and inserting “and promote— an ; in subparagraph (A), as so designated, by striking the period at the end and inserting ; and ; and by adding at the end the following: a well-designed interactive experience for visitors to the Internet-based system maintained under subparagraph
(A)that— is tailored to the needs of individual visitors; includes context about the impact and achievements of the Federal Government, including human-level multimedia stories; and offers visitors an opportunity to submit— voluntary customer feedback, as defined in section 321 of title 5, United States Code; and information about personal experiences with the Federal Government of visitors. ; and in paragraph (2), by adding at the end the following: The inclusion of an interactive map of the United States that— allows visitors of the integrated system to view the human-level impact of programs and policies of agencies, tailored by the geographic region and demographic profile of the visitor; and links to the websites of agencies and components of agencies in order for visitors to obtain additional information. ; and in section 207(f)(1)— in the matter preceding subparagraph (A), by striking Not later than 2 years after the effective date of this title and inserting Not later than 2 years after the date of enactment of the ; Trust in Public Service Act in subparagraph (A)— in clause (iii), by striking and at the end; in clause (iv), by striking and at the end; and by adding at the end the following: historical context and stories about the impact and achievements of the agency; and human-level stories of the impact of the agency, including multimedia testimonials from the public; ; and by striking subparagraph
(B)and inserting the following: minimum agency goals to assist public users to— navigate agency websites, including— the speed of retrieval of search results; the relevance of the results; tools to aggregate and disaggregate data; and security protocols to protect information; and efficiently and easily obtain services of the agency and information to better understand the mission and impact of the agency and have an emotionally positive experience while obtaining those services and information, including— measures to ensure the customer experience (as defined in section 321 of title 5, United States Code), of public users, which may include— task completion rates; time taken to complete a task; drop out points; and user comprehension and satisfaction measurements; visual presentations of curated testimonials segmented by geographic and demographic profiles; and functionality that allows website visitors to submit voluntary customer feedback (as defined in section 321 of title 5, United States Code) or personal testimonials through text or multimedia functions; and instructions for agencies to assess the minimum agency goals described in subparagraph
(B)through testing, focus groups, and voluntary customer feedback (as defined in section 321 of title 5, United States Code) . Not later than 1 year after the date of enactment of this Act, the head of each agency shall submit to the Director a report on— any changes made to the website of the agency and the digital experience of visitors to the website of the agency in accordance with guidance issued under section 207(f) of the E-Government Act of 2002 ( 44 U.S.C. 3501 note), as amended by this Act; and any collaboration or consultation relating to the customer experience of the agency with an agency described in section 323(c)(1) of title 5, United States Code, as added by this Act. Not later than 30 days after the date on which the Director receives the reports from the heads of agencies under paragraph (2), the Director shall submit to Congress a report summarizing those reports.
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Sec. 13
Effectively Communicating Agency Performance to the Public
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