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H.R. 5402 115th Congress House

Government Customer Service Accountability and Improvement Act of 2018

Official title: To require the establishment of Federal customer service standards, to improve the service and customer experience provided by Federal agencies, and for other purposes.

Introduced: March 22, 2018 Introduced by: Barry Loudermilk Republican · Georgia See on congress.gov
Government Operations and Politics Administrative law and regulatory proceduresCongressional oversightGovernment studies and investigationsPerformance measurement
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This bill died when the 115th Congress ended
It never became law before the 115th Congress (2017–2018) 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 2 steps
Introduced
In committee
Reported out
Passed House
Passed Senate
To President
Became law
Mar 22, 2018
Referred to the House Committee on Oversight and Government Reform.
Mar 22, 2018
Introduced in House
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 Latest action March 22, 2018

Referred to the House Committee on Oversight and Government Reform.

 Plain-English summary Congressional Research Service

Government Customer Service Accountability and Improvement Act of 2018

This bill requires the Office of Management and Budget (OMB) to select certain agencies, including at a minimum the Department of Veterans Affairs, the Office of Personnel Management, and the Internal Revenue Service, to develop customer experience standards and performance plans for such agencies.

The senior accountable official for customer experience for each agency shall develop customer experience standards and performance plans, subject to approval by the agency and the OMB. The standards and performance plans shall be: (1) based on customer and market research that identifies the aspects of service delivery that are most important to citizens, and (2) collected through both qualitative and quantitative research methods that incorporate voluntary feedback from citizens. The approved standards and performance plans shall be included in the agency performance plans.

The OMB shall establish the Service Improvement and Accountability Unit Pilot Program to provide assistance to an agency that does not meet applicable customer experience standards.

 Bill text 1 version

Source documents hosted by congress.gov.

 Committees of jurisdiction 1
 Cosponsors 4
All 4 Democratic 1 Republican 1
Gianforte, Greg
· Jun 19, 2018
 D
Rosen, Jacky
Nevada · May 22, 2018
 R
Fitzpatrick, Brian K.
Pennsylvania · May 3, 2018
 D
Connolly, Gerald E.
Virginia · Mar 22, 2018
Cite this page click to expand
APA
U.S. Congress. (2026). H.R. 5402: Government Customer Service Accountability and Improvement Act of 2018. 115th Congress. Open America. https://openamerica.io/bill/115-HR-5402/
MLA
"H.R. 5402: Government Customer Service Accountability and Improvement Act of 2018." 115th Congress, 2026, Open America, https://openamerica.io/bill/115-HR-5402/.
Bluebook (legal)
H.R. 5402, 115th Cong. (2026), https://openamerica.io/bill/115-HR-5402/.
Markdown link
[H.R. 5402: Government Customer Service Accountability and Improvement Act of 2018](https://openamerica.io/bill/115-HR-5402/)
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