H.R. 1660, Government Customer Service Improvement Act of 2013

Cost Estimate
August 9, 2013

As passed by the House of Representatives on July 30, 2013

H.R. 1660 would set standards aimed at increasing the quality of service provided to the public by government agencies. Under the act, the Office of Management and Budget (OMB) would set service standards and require each agency’s chief performance officer to develop agency-specific standards for employees’ interactions with the public. Under H.R. 1660, agencies would collect information on their performance, include it in personnel evaluations, and report it to OMB.

In addition, OMB would establish two pilot programs under this act. The first (which would be conducted over three years) would collect responses from the public regarding the quality of service they received from federal agencies. The second (which would be conducted over two years) would be aimed at improving the work of any agency that does not meet its own service standards. The legislation would require the Office of Personnel Management (OPM) to report monthly on the number of government retirees, their benefits, and a timeline to complete a system to allow for the electronic transmission of retirement data.