Sec. 7. Integrating customer experience into titles 5 and 31
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/bill/117/s/1934/is/section-7A research copy — for the controlling text, always check the official state or federal source. Not legal advice.
Section 306 of title 5, United States Code, is amended— in subsection (a)— in paragraph (8)— by inserting and agency customer feedback data after the program evaluations ; and by striking and at the end; in paragraph (9)(F), by striking the period at the end and inserting ; and ; and by adding at the end the following: a description of how the goals and objectives of the agency contribute to improved customer experience and public confidence in the agency. ; and in subsection (f)— by striking section the term and inserting “section— the term ; in paragraph (1), as so designated, by striking the period at the end and inserting a semi colon; and by adding at the end the following: the term agency customer means a Federal customer of an agency; and the term customer experience and Federal customer have the meanings given those terms in section 321. .
Section 312(a) of title 5, United States Code, is amended— in the matter preceding paragraph (1), by inserting customer experience (as defined in section 321), before and regulations ; and in paragraph (1), by inserting and improve customer experience (as defined in section 321) after support policymaking . Section 1103(c)(2) of title 5, United States Code, is amended— in subparagraph (A)— in clause (i), by striking and at the end; by redesignating clause
(ii)as clause (iii); and by inserting after clause
(i)the following: ensuring employee engagement (as defined in section 321) is a central component of the strategy and priorities of those agencies; and ; and in subparagraph (D), by inserting and leads to high-quality customer experience (as defined in section 321) after workforce . Section 1115 of title 31, United States Code, is amended— in subsection (a)— in paragraph (5), by striking and at the end; in paragraph (6)— by inserting , including factors that make it more difficult for agencies to learn through voluntary customer feedback, testing, focus groups, human-centered design practices, or otherwise foster active public participation in Government, after in nature ; and by striking the period at the end and inserting ; and ; and by adding at the end the following: identify entities, which shall include the Office of Management and Budget and the entities listed in section 323(c)(1) of title 5, with mission support and coordination functions to enable other agencies to improve customer experience and employee engagement and request sufficient budgets. ; in subsection (b)— in paragraph (1), by inserting , which shall include at least 1 performance goal related to customer experience after next fiscal year ; in paragraph (5)(A), by inserting , including overall employee engagement considerations, which shall include soliciting and responding to feedback from employees after performance goals ; in paragraph (6), by striking customer service and inserting customer experience ; by redesignating paragraphs
(9)and
(10)as paragraphs
(10)and (11), respectively; and by inserting after paragraph
(8)the following: describe customer experience opportunities and challenges facing the agency and identify— key interaction points between the agency and the public; Federal customer needs in relation to the overall agency mission, which may draw from reporting required under section 1116; capabilities, resources, tradeoffs, constraints, and risks related to customer experience; and the linkage between customer experience and employee engagement, including— cultural strengths and weakness among the workforce that either enable high-quality customer experience or render high-quality customer experience difficult; capability, resource, or statutory challenges, tradeoffs, constraints, or risks related to employee engagement; and the voice of employees and the extent to which agencies regularly solicit, consider, and respond to employee feedback; ; by redesignating subsection
(h)as subsection (i); by inserting after subsection
(g)the following: Agencies and components of agencies, particularly high-impact service providers (as defined in section 321 of title 5), are encouraged to develop more detailed customer experience action plans in coordination with the Office of Management and Budget. ; and in subsection (i), as so redesignated, by striking paragraph
(3)and inserting the following: customer experience , the term employee engagement , and the term Federal customer have the meanings given such terms in section 321 of title 5; . Section 1122(a)(1)(D) of title 31, United States Code, is amended by striking section 1115(h) and inserting section 1115 . Section 6401(2)(A) of title 31, United States Code, is amended by striking section 1115(h) and inserting section 1115 . Section 1116(a) of title 31, United States Code, is amended by inserting , which shall include customer experience as a central component after performance . Section 1120(a)(1)(B) of title 31, United States Code, is amended— in clause (iv), by striking and at the end; in clause (v), by adding and at the end; and by adding at the end the following: customer experience. . Section 1122(c) of title 31, United States Code, is amended— in paragraph (8), by striking and at the end; in paragraph (9), by striking the period at the end and inserting ; and ; and by adding at the end the following: an assessment of overall trust in the Federal Government and customer experience, including an assessment of— agency and sector-specific (such as health) considerations, progress, and achievements; shortcomings and where more progress must be made; external constraints; and human-level case studies of high performance. .