PlainBillCongress, translated.Legislation. Context. Public interest.Received in the Senate and Read twice and referred to the Committee on Homeland Security and Governmental Affairs.
Congressional Research Service
Version 36 · Passed House amended · Jul 31, 2013
Government Customer Service Improvement Act of 2013 - Requires the Director of the Office of Management and Budget (OMB) to develop government-wide standards for customer service delivery, which shall be included in the Federal Government Performance Plan. Requires such standards to include: (1) government-wide goals for continuous service improvements and efforts to modernize service delivery; and (2) government-wide target response times for telephone calls, electronic mail, mail, benefit processing, and payments.
Directs: (1) the Performance Improvement Officer for each executive agency to establish customer service standards in accordance with such government-wide standards, which shall be included in agency performance plans; (2) the Director of OMB to establish a Customer Service Feedback Pilot Program which shall include participation by the Internal Revenue Service (IRS) and two additional agencies to collect information from agency customers on the quality of customer service provided; and (3) the Director to include agency achievements in meeting customer service performance standards in each required update on agency performance.
Requires: (1) compliance with customer service standards developed under this Act to be included in agency employee appraisal systems, (2) the Director of OMB to establish a two-year Service Improvement Unit Pilot Program to provide assistance to agencies that do not meet such government-wide customer service standards, and (3) the Administrator of General Services (GSA) to provide administrative and other support to implement such Program.
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Requires the Director of the Office of Personnel Management (OPM) to: (1) submit to Congress and the Comptroller General (GAO) and issue publicly every month a report on information submitted by each federal agency about its employees who are retiring and pending applications for retirement benefits, (2) establish a timetable for completion of OPM's customer-focused retirement processing system and a deadline by which all federal payroll processing entities will electronically transmit all personnel data to OPM, and (3) include in each OPM annual budget request a statement on progress in completing its customer-focused retirement processing system.
People & committees
Rep. Cuellar, Henry [D-TX-28] · D–TX
Legislative record
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Received in the Senate and Read twice and referred to the Committee on Homeland Security and Governmental Affairs.
Motion to reconsider laid on the table Agreed to without objection.
On motion to suspend the rules and pass the bill, as amended Agreed to by voice vote. (text: CR H5207-5208)
Passed/agreed to in House: On motion to suspend the rules and pass the bill, as amended Agreed to by voice vote.(text: CR H5207-5208)
DEBATE - The House proceeded with forty minutes of debate on H.R. 1660.
Considered under suspension of the rules. (consideration: CR H5207-5209)
Mr. Meadows moved to suspend the rules and pass the bill, as amended.
Ordered to be Reported (Amended) by Voice Vote.
Committee Consideration and Mark-up Session Held.
Referred to the House Committee on Oversight and Government Reform.
Introduced in House
Introduced in House
Primary sources
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Source last updated: Dec 5, 2025. Consult Congress.gov for the current record.
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Analyze H.R.1660 as objectively as possible. Explain its main provisions, who would be affected, possible benefits and harms, implementation, exceptions, and uncertainties. Present the strongest arguments for and against it, and identify evidence needed to assess its public impact.
Examine H.R.1660 through a progressive lens, focusing on fairness, access, economic inequality, and effects on vulnerable communities. Explain potential benefits, costs, and unintended consequences. Consider the strongest counterarguments and distinguish stated goals from demonstrated outcomes.
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