PlainBillCongress, translated.Legislation. Context. Public interest.Placed on Senate Legislative Calendar under General Orders. Calendar No. 1107.
Congressional Research Service
Version 01 · Reported to Senate with amendment(s) · Oct 1, 2008
Federal Customer Service Enhancement Act of 2008 - Requires the Director of the Office of Management and Budget (OMB) to prescribe guidance that establishes best practices to: (1) ensure that federal agencies are providing high quality customer service; and (2) monitor customer service quality at federal agencies.
Requires customer service standards to take into account: (1) existing agency standards; (2) information collected from agency customers; and (3) approaches for government-wide citizen contact actions described in the Citizens Service Levels Interagency Committee Report by the General Services Administration (GSA) or any subsequent report.
Requires the Director to: (1) prescribe guidance governing the implementation or updating of customer service standards and performance measures of agencies using such best practices and any specific customer service related principles applicable to individual agencies; and (2) issue an annual report on the success of agencies in meeting the standards for each of the five years after the date of enactment.
Showing the opening paragraphs of the official summary.
Requires each agency to: (1) implement standards and performance measures required by this Act; (2) submit information OMB may require on its customer service in relation to such standards and measures; and (3) ensure that standards are continuously improved and that appropriate contact information regarding customer service inquiries is available. Requires the standards to be publicly available on the website of each agency.
Directs the Comptroller General to report to specified congressional committees on: (1) whether agencies are implementing the customer service standards; (2) whether there is an increase in overall quality in customer service; and (3) recommendations to improve performance measures and standards for customer service. Authorizes the report to be used by Congress and the Director to update performance measures for customer service.
Authorizes the head of a federal agency to establish a program to pay cash awards to employees for demonstrated excellence in customer service.
People & committees
Rep. Cuellar, Henry [D-TX-28] · D–TX
Legislative record
A procedural vote is different from passage. Passage in one chamber does not establish enactment. Explore the glossary.
Placed on Senate Legislative Calendar under General Orders. Calendar No. 1107.
Committee on Homeland Security and Governmental Affairs. Reported by Senator Lieberman with an amendment in the nature of a substitute. Without written report.
Committee on Homeland Security and Governmental Affairs. Reported by Senator Lieberman with an amendment in the nature of a substitute. Without written report.
Committee on Homeland Security and Governmental Affairs. Ordered to be reported with an amendment in the nature of a substitute favorably.
Committee on Homeland Security and Governmental Affairs referred to Subcommittee on Oversight of Government Management, the Federal Workforce, and the District of Columbia.
Received in the Senate and Read twice and referred to the Committee on Homeland Security and Governmental Affairs.
On motion to suspend the rules and pass the bill, as amended Agreed to by the Yeas and Nays: (2/3 required): 383 - 0 (Roll no. 687). (text as passed in House: CR H8234-8235)
House roll call 687 · Individual votesMotion to reconsider laid on the table Agreed to without objection.
Passed/agreed to in House: On motion to suspend the rules and pass the bill, as amended Agreed to by the Yeas and Nays: (2/3 required): 383 - 0 (Roll no. 687).(text as passed in House: CR H8234-8235)
House roll call 687 · Individual votesConsidered as unfinished business. (consideration: CR H8253-8254)
At the conclusion of debate, the Yeas and Nays were demanded and ordered. Pursuant to the provisions of clause 8, rule XX, the Chair announced that further proceedings on the motion would be postponed.
DEBATE - The House proceeded with forty minutes of debate on H.R. 404.
Considered under suspension of the rules. (consideration: CR H8234-8236)
Mr. Towns moved to suspend the rules and pass the bill, as amended.
Ordered to be Reported in the Nature of a Substitute by Voice Vote.
Committee Consideration and Mark-up Session Held.
Forwarded by Subcommittee to Full Committee in the Nature of a Substitute by Voice Vote .
Subcommittee Consideration and Mark-up Session Held.
Referred to the Subcommittee on Government Management, Organization, and Procurement.
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: Apr 7, 2025. Consult Congress.gov for the current record.
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Analyze H.R.404 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.
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