# Plain Language Summary: Federal Agency Customer Experience Act of 2021

This bill is about making it easier for the federal government to ask people what they think about the services they receive. Right now, when you interact with a government agency—whether you're applying for benefits, renewing a license, or getting information—there's no consistent way for the government to collect your feedback about how well they did. This bill creates a system to fix that problem by requiring certain federal agencies to regularly ask customers simple questions about their experience.

The bill focuses on agencies that have the most contact with the public. These "covered agencies" would be required to collect voluntary feedback through surveys with no more than ten questions. The questions would cover basic things like whether you were satisfied with the service, whether you could accomplish what you needed to do, whether staff treated you respectfully, and whether things happened in a timely manner. Importantly, you'd never be forced to answer—it's completely voluntary. If you decline to give feedback, the agency can't treat you any differently or deny you services. You can also stay anonymous if you want to.

The government would then compile all this feedback and make it publicly available on a website so anyone can see how different agencies are performing. Every two years, an independent auditor would review the data and report to Congress about whether agencies are actually using the feedback to improve. The bill specifically protects federal employees by saying that customer feedback can never be used against them in job performance reviews. The goal is straightforward: by listening to what people think about their interactions with government, agencies can figure out what's working and what needs to get better.

Federal Agency Customer Experience Act of 2021

Connolly, Gerald E.

Federal Agency Customer Experience Act of 2021 This bill requires certain agencies to collect voluntary customer experience feedback with respect to their services and transactions. Each of the agencies must (1) annually publish such feedback on its website and report on such feedback to the Office of Management and Budget, and (2) report on the solicitation of such feedback. The Government Accountability Office shall publish a report assessing the data collected and reported by the agencies. The feedback may not be used in any appraisal of job performance of a federal employee.