H.R. 1660: Government Customer Service Improvement Act of 2013

H.R. 1660

Government Customer Service Improvement Act of 2013

July 31, 2013 (113th Congress, 1st Session)

Staff Contact

Floor Situation

On Wednesday, July 31, 2013, the House will consider H.R. 1660, the Government Customer Service Improvement Act of 2013, under a suspension of the rules.  The bill was introduced on June 28, 2013 by Rep. Henry Cuellar (D-TX) and referred to the Committee on Oversight and Government Reform, which ordered the bill reported by voice vote.

Bill Summary

Section one of H.R.1660 requires the Director of the Office of Management and Budget (OMB) to develop government-wide standards for customer service delivery, which would be included in the Federal Government Performance Plan.  The standards are required to include government-wide goals for continuous service improvements and efforts to modernize service delivery as well as target response times for telephone calls, e-mails, mail, benefit processing, and payments.

Furthermore, the bill directs agency Performance Improvement Officers to establish customer service standards in accordance with government standards established under section one,[1] and to collect information from customers regarding the quality of customer service.  The Director of OMB is also directed to provide an annual performance update based upon agency achievement in meeting performance measures and standards set out by section one.

This legislation further requires the Director of OMB to establish a two-year Service Improvement Unit Pilot Program to assist agencies who do not meet Government-wide standards, and requires the Administrator of the General Services Administration (GSA) to provide administrative and other support for the implementation of this program. The Director of OMB must also pilot a customer service feedback system at several agencies, including the Internal Revenue Service.Finally, the bill requires the Director of the Office of Personnel Management (OPM) to submit to Congress and the Comptroller General of the United States a monthly report that evaluates the timeliness, completeness, and accuracy of information submitted by each agency relating to retiring employees.  It also requires the Director to establish a timetable for the completion of OPM’s “retirement systems modernization project,” by which all federal payroll processing entities will electronically transmit all personnel data to OPM.  This requires the OPM to include a statement in every annual budget request on OPM’s progress in completing the project.  The OPM reporting requirement is designed to help reduce the backlog of federal retirement claims as well as to develop an accurate and timely retirement processing system.  The bill directly states that no additional funds shall be authorized to carry out this Act, and that it should be carried out using amounts otherwise authorized or appropriated.

[1] In the bill, “agency” is defined as an executive agency that provides significant services directly to the public or another entity.  The bill provides an exception for agencies that the President deems this act should not apply to for national security reasons.


There is no CBO estimate currently available.

Additional Information

For questions or further information contact the GOP Conference at 5-5107.