Sec. 3. Sense of Congress
451 words·~2 min read·
/bill/117/s/1934/is/section-3A research copy — for the controlling text, always check the official state or federal source. Not legal advice.
Is it the sense of Congress that— agencies must— continue to develop customer-centered mindsets as a means to providing high-quality, responsive, inclusive, reliable, transparent, empathetic, courteous, and efficient services to the people of the United States; and use public feedback and human-centered design practices to continually improve services; all agency interaction with the public must be seen as an invaluable opportunity to strengthen the bond of trust between the people of the United States and the Federal Government as a whole; to this end, the Federal Government must— adopt a whole-of-Government, integrated, and enterprise approach to service delivery; build out the technical capacity of the Federal Government, as has been done with the establishment of the United States Digital Service and the Technology Transformation Service of the General Services Administration, that creates a strategy, accountability, and performance framework for identifying and defining experiences and managing improvements across agency delivery systems; enhance customer experience based on an understanding of true needs of the public, rather solely on individual agency or program mandates; identify ambitious agency and Government-wide customer experience priorities; develop consistent approaches to customer experience across the Federal Government, as consistency is central to building Government-wide trust; and mobilize resources to support the Chief of Staffs, Chief Operating Officers, or equivalent officials, of agencies and hold those officials accountable for customer experience through statutorily-established councils, such as the Performance Improvement Council, the Chief Information Officers Council, the Chief Data Officers Council, the Evaluation Officer Council, the Chief Human Capital Officers Council, and the President’s Management Council; while the imperative to improve customer experience particularly applies to high-impact service providers, which have frequent interaction with the public or high profiles, all agencies, no matter the scope of the mission of an agency or the manner in which an agency works, have an obligation and opportunity to proactively and effectively communicate how those agencies serve the public as a means towards increasing responsiveness and contributing to public trust in the Federal Government; to understand if information is effectively communicated by agencies, agency communication must be tailored to ensure the public receives and understands information through— human-level stories; proactive outreach; modern design, including multimedia; opportunities for public participation; and feedback and testing; to inspire Federal employees and contractors to serve the public in a responsive, creative, and professional manner, agencies must improve employee engagement, including by— regularly soliciting and responding to employee feedback and improving internal agency services, such as human resources and information technology; and using human-centered design practices; and similarly, when agencies provide information or services to each other, these interactions should be characterized by effectiveness, ease, and responsiveness to help enable fellow agencies to provide the public with high-quality customer experience.