Senators propose customer service standards for federal agencies

Sens. Mark Warner (D-Va.) and Ron Johnson (R-Wis.) proposed a bipartisan bill on Monday that would require the federal government to establish customer service standards for federal agencies.

"Government customer service delivery breakdowns appear in the headlines all too often. Many of our veterans wait too long for critical medical services, and federal retirees often wait months before they begin to receive full benefits. That simply is not acceptable," Warner said.

"This legislation ensures that federal agencies are responsive to the taxpayers who fund them by requiring the development of customer service standards and performance measures at each agency," Johnson added. "By embedding the concept of customer service into government operations, agencies will ultimately become more efficient and effective."

The Government Customer Service Improvement Act, S. 3455, would require the Office of Management and Budget (OMB) to develop customer service standards for all federal agencies. It would require each agency to create a Service Improvement Officer, and require annual reports on customer service improvements.

And, it would set up a group within OMB to help agonies that don't meet their customer service targets.

The bill is a Senate version of bipartisan legislation introduced by Rep. Henry Cuellar (D-Texas). That bill was introduced in 2011, and has three co-sponsors, all Republicans: Reps. John Duncan Jr. (Tenn.), Bob Goodlatte (Va.) and Michael McCaul (Texas).

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