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 · Sep 11, 2012
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.
Showing the opening paragraphs of the official summary.
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.
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 H5778)
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)
DEBATE - The House proceeded with forty minutes of debate on H.R. 538.
Considered under suspension of the rules. (consideration: CR H5778-5779)
Mr. Walsh (IL) moved to suspend the rules and pass the bill, as amended.
Placed on the Union Calendar, Calendar No. 382.
Reported (Amended) by the Committee on Oversight and Government Reform. H. Rept. 112-534.
Reported (Amended) by the Committee on Oversight and Government Reform. H. Rept. 112-534.
Ordered to be Reported (Amended).
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: Apr 7, 2025. Consult Congress.gov for the current record.
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Analyze H.R.538 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.538 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.
Examine H.R.538 through a conservative lens, focusing on fiscal responsibility, institutional stability, federalism, and the scope of government. Explain potential benefits, costs, and unintended consequences. Consider the strongest counterarguments and any provisions that challenge this perspective.
Examine H.R.538 through a civil-liberties and limited-government lens. Consider individual rights, privacy, voluntary choice, accountability, and government power. Explain tradeoffs, possible safeguards, and the strongest counterarguments without assuming the proposal is beneficial or harmful.