CONGRESSMAN HENRY CUELLAR’S BILL TO IMPROVE CUSTOMER SERVICE AT FEDERAL AGENCIES PASSES HOUSE
Act garners overwhelming bipartisan support
Washington, July 23, 2007
Today, the U.S. House of Representatives passed Congressman Henry Cuellar’s Federal Customer Service Enhancement Act with strong bipartisan support. The Cuellar bill, which passed the House 383-0, will set in place standards to increase the quality of customer service provided by federal government agencies.
“The federal government should cater to the American people. My bill will raise the bar for federal customer service and pave the way for citizens to have improved, easier transactions with federal agencies,” said Congressman Cuellar. “When people have business with a government agency, I want them to walk away feeling like the government is serving them well.”
The Federal Agency Customer Service bill improves the level of attention in how the Federal Government interacts with the American people, other agencies, and Congress. It requires the Director of the Office of Management and Budget (OMB) to develop performance measures that would determine whether or not federal agencies are providing high-quality customer service. It also sets standards for federal agencies to increase the quality of customer service to the public and enhances access to federal information and services.
The legislation includes accountability provisions as well as incentives for federal employees who go above the requirements. The bill ensures that the initiatives outlined in this piece of legislation are achieved through the use of both external and internal reviews to Congress.
“This bill will have positive effects around the country. I want to thank Congressman Ed Towns, Chairman of the Subcommittee on Government Management, Organization and Procurement, for his assistance in moving this legislation,” said Congressman Cuellar. “Improving the lives of American citizens is a responsibility that I take very seriously.”
“The business community has long recognized the need for great customer relations. When people are satisfied with the services provided by a business, they become repeat customers. The same mentality and practices should be applied to government agencies,” said Congressman Cuellar. “I look forward to working with the Senate to move the legislation one step closer to becoming law.”