To improve the customer experience of the Federal Government, ensure that Federal services are simple, seamless, and secure, and for other purposes.
Sponsors
Legislative Progress
ReportedReported by Mr. Peters, with an amendment
Reported by Mr. Peters, with an amendment
Reported by Mr. Peters, with an amendment
Reported by Mr. Peters, with an amendment
Reported by Mr. Peters, with an amendment
Reported by Mr. Peters, with an amendment
Reported by Mr. Peters, with an amendment
Reported by Mr. Peters, with an amendment
Reported by Mr. Peters, with an amendment
Reported by Mr. Peters, with an amendment
Summary
What This Bill Does
Mandates that designated federal agencies and high-impact service providers develop annual customer experience action plans, measure satisfaction, and streamline services for citizens interacting with federal programs.
Who Benefits and How
Citizens, businesses, and organizations interacting with federal agencies benefit from improved service delivery, reduced wait times, and more user-friendly processes. Grantees and state/local entities benefit from streamlined federal program administration.
Who Bears the Burden and How
Designated federal agencies must develop and submit annual CX Action Plans. OMB must oversee compliance and issue recommendations. Agencies must implement customer feedback mechanisms and journey mapping.
Key Provisions
- Requires annual customer experience action plans from designated agencies
- Mandates customer journey mapping and service standards
- Requires public availability of CX plans and progress metrics
- OMB oversight of agency compliance and best practice sharing
Evidence Chain:
This summary is derived from the structured analysis below. See "Detailed Analysis" for per-title beneficiaries/burden bearers with clause-level evidence links.
Primary Purpose
Requires federal agencies to develop customer experience action plans and improve government service delivery to citizens
Policy Domains
Legislative Strategy
"Improve public trust through better government service delivery"
Bill Structure & Actor Mappings
Who is "The Secretary" in each section?
- "the_director"
- → Director of OMB
Key Definitions
Terms defined in this bill
We use a combination of our own taxonomy and classification in addition to large language models to assess meaning and potential beneficiaries. High confidence means strong textual evidence. Always verify with the original bill text.
Learn more about our methodology