Today, Congressman Henry Cuellar (TX 28) announced that he has introduced the Federal Customer Service Improvement Act, HR 538, which will enhance federal services by setting in place standards for agencies to increase the quality of customer service.

“Federal agencies serve the public just like businesses serve customers. Improving customer service in federal agencies is long overdue,” said Congressman Cuellar. “Americans call on our federal agencies daily without any set or accessible standards to excellent customer service. As lawmakers, we need to ensure that federal employees have incentives and Americans are provided quality service.”

 The bill requires the Director of the Office of Management and Budget (OMB) to develop performance measures to determine whether federal agencies are providing high quality customer service. It would also set in place standards for federal agencies to increase the quality of customer service to Americans.

 “This bill will raise the level of attention given to how the federal government interacts with the American people. It is common sense legislation that will have positive ramifications throughout the country.”

The legislation also includes specific incentive provisions, including a stipulation to publicly recognize employees for exemplary customer service.

 “It’s a win-win. Government employees receive incentives and encouragement to provide excellent customer service and the public is satisfied with every interaction with agencies.”