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HR 538 112th Congress House Government Operations and Politics Administrative law and regulatory procedures Consumer affairs Government employee pay, benefits, personnel management Government information and archives Government studies and investigations Office of Management and Budget (OMB) Performance measurement

Federal Customer Service Enhancement Act

Introduced: September 20, 2011 Introduced by: Cuellar, Henry Democratic · Texas See on congress.gov
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This bill died when the 112th Congress ended
It never became law before the 112th Congress (2011–2012) adjourned, and bills don't carry over to the next Congress. It would have to be reintroduced. You can still save it for reference, but it won't receive updates.
 Everywhere this bill has been 13 steps
Introduced
In committee
Reported out
Passed House
Passed Senate
To President
Became law
Sep 12, 2012
Received in the Senate and Read twice and referred to the Committee on Homeland Security and Governmental Affairs.
Sep 11, 2012
DEBATE - The House proceeded with forty minutes of debate on H.R. 538.
Sep 11, 2012
Motion to reconsider laid on the table Agreed to without objection.
Sep 11, 2012
On motion to suspend the rules and pass the bill, as amended Agreed to by voice vote. (text: CR H5778)
Sep 11, 2012
Passed/agreed to in House: On motion to suspend the rules and pass the bill, as amended Agreed to by voice vote.(text: CR H5778)
Sep 11, 2012
Considered under suspension of the rules. (consideration: CR H5778-5779)
Sep 11, 2012
Mr. Walsh (IL) moved to suspend the rules and pass the bill, as amended.
Jun 15, 2012
Reported (Amended) by the Committee on Oversight and Government Reform. H. Rept. 112-534.
Jun 15, 2012
Placed on the Union Calendar, Calendar No. 382.
Apr 18, 2012
Committee Consideration and Mark-up Session Held.
Apr 18, 2012
Ordered to be Reported (Amended).
Feb 8, 2011
Introduced in House
Feb 8, 2011
Referred to the House Committee on Oversight and Government Reform.
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 Plain-English summary Congressional Research Service

Government Customer Service Improvement Act - Requires the Director of the Office of Management and Budget (OMB) to: (1) develop performance measures to determine whether federal agencies are providing high-quality customer service and improving delivery service to their customers, (2) develop standards to be met by agencies to provide high-quality customer service and improve service delivery, and (3) include achievements in meeting customer service performance measures and standards in agency performance updates.

Requires each federal agency to: (1) collect information from its customers regarding the quality of its customer services, (2) include this information in its performance report to the President and Congress, and (3) designate an employee as the agency's customer relations representative to be responsible for implementing customer service standards.

Provides that employee compliance with agency customer service standards shall be measured in employee performance appraisals.

Authorizes the President to exempt an agency from the application of this Act for national security reasons.

Requires: (1) any savings or reductions in expenditures resulting from this Act to be used to offset the cost of implementing this Act, and (2) any additional savings to be used to reduce the deficit.

What's happening now September 12, 2012

Received in the Senate and Read twice and referred to the Committee on Homeland Security and Governmental Affairs.

 Related & companion bills 1
  • S 3455 Related bill Government Customer Service Improvement Act of 2012
 Bill text 4 versions

Source documents hosted by congress.gov.

 Committees of jurisdiction 2
 Cosponsors 3
All 3 Republican 1
GOODLATTE, ROBERT
· Sep 20, 2011
DUNCAN, JOHN
· Aug 2, 2011
 R
McCaul, Michael T.
Texas · Aug 2, 2011
Cite this page click to expand
APA
U.S. Congress. (2026). H.R. 538: Government Customer Service Improvement Act. 112th Congress. Open America. https://openamerica.io/bill/112-HR-538/
MLA
"H.R. 538: Government Customer Service Improvement Act." 112th Congress, 2026, Open America, https://openamerica.io/bill/112-HR-538/.
Bluebook (legal)
H.R. 538, 112th Cong. (2026), https://openamerica.io/bill/112-HR-538/.
Markdown link
[H.R. 538: Government Customer Service Improvement Act](https://openamerica.io/bill/112-HR-538/)
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