The House on Friday approved a bipartisan bill aimed at improving customer service from federal agencies.
The measure, sponsored by two Texas congressmen, Henry Cuellar (D) and Michael McCaul (R), would require the Office of Management and Budget to set government-wide customer service standards, including targets for response times. It would also establish a specialized team to help agencies that consistently fail to meet the goals.
The legislation has a high likelihood of passing in the Senate, as a bipartisan companion measure was already proposed in that chamber. Sen. Mark Warner (D-Va.), who sponsored the Senate bill along with Sen. Ron Johnson (R-Wis.), applauded the House vote on Friday.
“Citizens should expect federal agencies to deliver customer services at least as well as the private sector does, but this often is not the case,” Warner said.
Johnson also commended the vote, saying: “By embedding the concept of customer service into government operations, agencies will ultimately become more efficient and effective. This is just common sense.”
The Office of Personnel Management this year launched an initiative to improve one of the federal government’s most serious customer service problems affecting its own workforce: A backlog in retirement claims that has caused delays lasting more than a year in some cases.
The office is expected to release a report next week detailing improvements in the wait times since the program was launched.
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