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Public Statements

Government Customer Service Improvement Act

Floor Speech

By:
Date:
Location: Washington, DC

BREAK IN TRANSCRIPT

Mr. WALSH. Madam Speaker, I yield myself such time as I may consume.

Madam Speaker, the private sector has raised the bar for customer service, and citizens expect the same from their government.

The American people rely on Federal agencies to provide important services and information, but these agencies often fall short of providing the customer service taxpayers deserve. H.R. 538 ensures the Federal Government keeps pace with the public's expectations and delivers better value to the taxpayers.

Agencies currently have discretionary authority to include ``courtesy demonstrated to the public'' in employee performance appraisals and to reward superior performance. While some agencies have incorporated customer service standards in employee performance expectations, they do not always require good customer service to the public.

Under this bill, OMB and agencies will develop performance measures and standards for agency customer service, with employees at all levels held accountable for achieving results.

Taxpayers should have high expectations of government. Agencies must deliver services efficiently and at low cost. Federal employees must provide effective service to customers. H.R. 538 will help ensure agencies streamline service delivery and improve the customer experience.

CBO has said there are no costs associated with this bill and, in fact, any savings incurred are due to be put toward paying down the Federal deficit. The Oversight and Government Reform Committee worked on a bipartisan basis to advance this legislation. I supported it when it passed by voice vote in committee, and I urge its adoption today.

I reserve the balance of my time.

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