Press Releases

Rep. Barry Loudermilk (R-GA) issued the follow statement after he and Rep. Gerry Connolly (D-VA) introduced bipartisan legislation in the House to improve customer service standards in federal government agencies. The Trust in Public Service (TIPS) Act would establish customer experience as a performance and priority goal in the federal government, and proposes the creation of a Chief Customer Experience Officer (CCXO). The CCXO would oversee customer experience efforts by communicating with the public and federal agencies on how to improve Americans’ trust in government.

United States Senators Chris Murphy (D-CT) and James Lankford (R-OK) have introduced companion bipartisan legislation in the United States Senate.

“It is unacceptable that the federal government consistently ranks among the lowest in customer satisfaction when compared to the private sector. The American people have a right to expect a high level of service and professionalism from our federal agencies, given they handle some of the most sensitive aspects of our lives,” said Rep. Loudermilk. “This is why I have worked on legislation to improve customer experience every year I’ve been in Congress, and why I am leading this effort in the House of Representatives with Congressman Connolly. The fact that the Trust in Public Service Act is a bipartisan, bicameral bill shows it is a very important issue for many Americans, and why I believe it will pass in the Senate and the House and be signed into law by the President. Thank you to all those who helped put this important bill together.”

“Improving the customer experience at federal agencies is not a partisan issue,” said Rep. Connolly. “The Trust in Public Service (TIPS) Act would finally empower the federal government to incorporate customer experience across the federal enterprise with the creation of a Chief Customer Experience Officer of the United States. This important piece of legislation advances the opportunity for federal agencies to deliver a world-class customer experience and improve trust in government by enabling agencies to more effectively collect and use feedback to improve public services.”

“Restoring American citizens’ trust in government starts with helping people feel heard, and letting them know public servants are here to help solve their problems. This is not a partisan issue, and I’m glad to work with my colleague Senator Lankford on this legislation. Our bill will improve the customer experience for everyone who interacts with the federal government and help federal agencies communicate with the public about the services available to them and how government can improve their lives,” said Senator Murphy.

“Oklahomans want quality customer service from the federal government like they expect to receive when they interact with the private sector,” said Senator Lankford. “Our federal employees work hard daily to provide quality service to Oklahomans, and our bill cements customer experience as a priority across all agencies. It will make it easier for agencies to assess how employees are performing, recognize those who provide exceptional service, and address areas needing improvements. Congress should work toward a 21st-century customer service experience for the federal government to better serve the American people.”

Text of the H.R. 3609 can be found HERE.