Sec. 9. Chief Customer Experience Officer of the United States
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Not later than 30 days after the date of enactment of this Act, the Director shall establish the Office of Customer Experience. The Office of Customer Experience shall be led by the Chief Customer Experience Officer of the United States, who shall be appointed by the Director. The Chief Customer Experience Officer of the United States shall have demonstrated training and experience in— complex inter-organizational coordination; management; establishing customer experience programs within service delivery organizations; customer experience disciplines, such as product management, understanding the true needs of customers, experience and perception measurement, and human-centered design research; employee engagement; and public communications or marketing.
The Chief Customer Experience Officer of the United States shall— serve as a voice for the public within senior level interagency policy processes, including by— advocating for the means to solicit and respond to public feedback and human-centered design insights to inform program and service design and delivery; enhancing public participation in the planning, execution, and evaluation of agency programs; and providing the public with timely and compelling communication about the impact of the policy and programs of the Federal Government that is tailored to regional or demographic considerations; serve as the chief official responsible for improving public trust in the Federal Government, including by, in consultation with the heads of agencies— establishing ambitious Government-wide, sector-specific (such as health), and agency targets; and identifying Government-wide focal points, including call centers, and agency and Government-wide public websites using human-centered design practices; in collaboration with the Deputy Director for Management— establish priorities, goals, and targets that are cross-agency, sector-specific (such as health), experience-specific (such as retirement), Government-wide, and agency-specific; assess needs and opportunities to improve customer experience; and convene Chief Operating Officers, or equivalent officials, of agencies through meetings of the President’s Management Council, or similar means to— align resources with priorities; assign responsibility; and ensure accountability; in collaboration with the heads of the agencies listed in section 323(c)(1) of title 5, United States Code— develop a Government-wide service delivery strategy to serve as a focal point for the public and include customer service standards in the strategy, as appropriate; capture and develop Government-wide and sector-specific best practices for— customer experience; employee engagement; design of websites and interactive portals, online forms, social media, and other digital platforms of agencies; and communication; encourage cross-agency efforts relating to improving customer experience; and pilot and implement innovative technologies and strategies from human-centered design to improve customer experience; identify— life moments of Federal Government customers in which agencies have a role; and other key focal points or interactions that are particularly salient for interaction of the public with the Federal Government; in collaboration with the heads of agencies and State and municipal governments, develop innovative and collaborative means to improve how the Federal Government meets the current and future needs of the public; develop a framework to help agencies accurately assess the true costs, benefits, and costs of inaction with respect to improving customer experience, taking into account the many benefits of improved public engagement, including receiving more accurate and timely public data inputs; and in collaboration with the heads of relevant agencies, develop good practices on customer experience and employee engagement, including through engagement and dialogue with advocacy groups, private sector organizations, and foreign government officials.