Sec. 12302. Offices of Customer Experience and Digital Service
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Subtitle A of the Department of Agriculture Reorganization Act of 1994 ( 7 U.S.C. 6912 et seq. ) is amended by inserting after section 217 (as added by section 12107) the following: The Chief Information Officer designated by the Secretary under section 3506(a)(2)(A) of title 44, United States Code, shall be the Chief Information Officer of the Department. In this subsection, the term digital service means online information resources or services, including the delivery of digital information and transaction services across a variety of platforms, devices, and delivery mechanisms, maintained or funded in whole or in part by the Department.
There is established in the Office of the Chief Information Officer the Office of Digital Service. The Office of Digital Service shall be headed by an Executive Director, who shall serve under the direction of the Chief Information Officer. The Executive Director of the Office of Digital Service shall assist the Chief Information Officer in carrying out the functions under this subsection and in coordinating the digital services functions of the Department. In carrying out this subsection, the responsibilities of the Chief Information Officer shall include— coordinating the digital service needs and activities of the Department; providing support using innovative techniques and technology for the delivery of digital services across the agencies and offices of the Department in accordance with applicable laws, regulations, and executive orders relating to digital services; coordinating with the Office of Customer Experience to ensure that the delivery of digital services incorporates a human-centered design process; and coordinating with the United States Digital Service and the agencies and offices of the Department to promote efficiency and prevent unnecessary duplication in digital services activities.
The Secretary, acting through the Chief Information Officer, shall establish a program for individuals who are highly skilled in the technical planning, developing, designing, or delivery of digital services to serve as fellows to improve the Department's digital systems, information management, data accessibility, and other digital or technological functionalities. Notwithstanding subchapter I of chapter 33 of title 5, United States Code, governing appointments in the competitive or excepted service, the Secretary may use noncompetitive term appointments for qualified individuals to serve as fellows in the program established under subparagraph (A).
Individuals participating in the program established under subparagraph (A), including individuals appointed under subparagraph (B)— may not serve a term that exceeds 5 years in length; and may be compensated at a rate not to exceed the rate provided for level II of the Executive Schedule under section 5313 of title 5, United States Code, for positions that require a high level of technical expertise that is critical to the successful development and delivery of digital services.
In addition to amounts otherwise made available, there are authorized to be appropriated to the Secretary such sums as are necessary to carry out this subsection for each fiscal year. . Subtitle A of the Department of Agriculture Reorganization Act of 1994 ( 7 U.S.C. 6912 et seq. ) is amended by inserting after section 217A (as added by subsection (a)) the following: In this section: The term customer means any individual or entity, including any for-profit or nonprofit entity, State, local, or Tribal entity, and any other Federal entity, that interacts with the Department or a Department program, either directly or indirectly through a federally funded program administered by a contractor, nonprofit entity, or State or local entity.
The term customer experience means the public’s perceptions of and overall satisfaction with interactions with the Department or programs, products, or services of the Department. The Secretary shall establish in the Department the Office of Customer Experience. The Office of Customer Experience shall be headed by the Chief Customer Experience Officer. The Secretary shall appoint a senior official to serve as the Chief Customer Experience Officer. The Chief Customer Experience Officer shall— advise on policies of the Department relating to the collection, processing, and analysis of customer feedback that would enable the improvement and design of the programs of the Department using a human-centered design process; partner with mission areas, offices, and agencies of the Department to provide training and support— to identify, communicate, and visualize customer feedback on the programs of the Department; and to use the analysis of customer feedback to improve and design the programs of the Department using a human-centered design process; coordinate customer experience activities across the mission areas, offices, and agencies of the Department, including advising and coordinating on program application streamlining efforts; act as the primary liaison on behalf of the Department with other Federal departments and agencies in intergovernmental activities and initiatives relating to customer experience; and carry out other responsibilities relating to customer experience, as determined by the Secretary.
The Chief Customer Experience Officer shall report to the Deputy Secretary. The Secretary may establish one or more customer experience liaisons within each mission area, office, and agency of the Department to coordinate with the Office of Customer Experience to provide services to improve customer experience for programs and services administered by that mission area, office, or agency. An individual occupying the position of a customer experience liaison established under paragraph
(1)shall have demonstrated skills or experience with identifying, communicating, and visualizing customer needs through a human-centered design process. Not later than December 31, 2026, and each year thereafter, the Secretary shall make publicly available and submit to the Committee on Agriculture, Nutrition, and Forestry of the Senate and the Committee on Agriculture of the House of Representatives a report summarizing the activities of the Office of Customer Experience in the prior fiscal year, including— the activities of any customer experience liaisons established under subsection (d)(1); and a detailed description and the status of any program application streamlining efforts at the Department. In addition to amounts otherwise made available, there are authorized to be appropriated to the Secretary such sums as are necessary to carry out this section for each fiscal year. . Out of amounts in the Treasury not otherwise appropriated, there is appropriated to the Secretary for costs relating to services and projects provided by the Office of Digital Service established by section 217A(b)(2) of the Department of Agriculture Reorganization Act of 1994 and the Office of Customer Experience established under section 217B(b) of that Act $20,000,000 for fiscal year 2025 and each fiscal year thereafter, to remain available until expended.
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Sec. 12302
Offices of Customer Experience and Digital Service
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