# 115-hr-5402: Government Customer Service Accountability and Improvement Act of 2018

115-hr-5402, Government Customer Service Accountability and Improvement Act of 2018, is a 115th Congress bill sponsored by Rep. Loudermilk, Barry [R-GA-11] (R-GA); status Referred to the House Committee on Oversight and Government Reform. (as of 2025-11-18).

- Canonical: https://policyrisk.com/legislation/115-hr-5402
- As of: 2025-11-18
- Plain-text twin of the page above; the HTML and this file carry the same facts.

## Facts
- Bill: 115-hr-5402
- Congress: 115
- Title: Government Customer Service Accountability and Improvement Act of 2018
- Status: Referred to the House Committee on Oversight and Government Reform.
- Introduced: 2018-03-22
- Sponsor: Rep. Loudermilk, Barry [R-GA-11] (R-GA)
- Cosponsors: 4
- Policy area: Government Operations and Politics
- Touches household money: no
- Last recorded action: 2025-11-18

## Summary

Government Customer Service Accountability and Improvement Act of 2018 This bill requires the Office of Management and Budget (OMB) to select certain agencies, including at a minimum the Department of Veterans Affairs, the Office of Personnel Management, and the Internal Revenue Service, to develop customer experience standards and performance plans for such agencies. The senior accountable official for customer experience for each agency shall develop customer experience standards and performance plans, subject to approval by the agency and the OMB. The standards and performance plans shall be: (1) based on customer and market research that identifies the aspects of service delivery that are most important to citizens, and (2) collected through both qualitative and quantitative research methods that incorporate voluntary feedback from citizens. The approved standards and performance plans shall be included in the agency performance plans. The OMB shall establish the Service Improvement and Accountability Unit Pilot Program to provide assistance to an agency that does not meet applicable customer experience standards.

## Cosponsors (4)

- Sen. Rosen, Jacky [D-NV] (D-NV), 2018-05-22T00:00:00.000Z
- Rep. Gianforte, Greg [R-MT-At Large] (R-MT), 2018-06-19T00:00:00.000Z
- Rep. Connolly, Gerald E. [D-VA-11] (D-VA), 2018-03-22T00:00:00.000Z
- Rep. Fitzpatrick, Brian K. [R-PA-1] (R-PA), 2018-05-03T00:00:00.000Z

## Related bills

- 115-hr-4256: BOLD Infrastructure for Alzheimer's Act
- 115-hr-4107: USS Indianapolis Congressional Gold Medal Act
- 115-hr-2519: The American Legion 100th Anniversary Commemorative Coin Act
- 115-hr-2315: To posthumously award the Congressional Gold Medal to each of Glen Doherty, Tyrone Woods, J. Christopher Stevens, and Sean Smith in recognition of their contri…
- 115-hr-1017: Removing Barriers to Colorectal Cancer Screening Act of 2017
- 115-hr-4732: National Law Enforcement Museum Commemorative Coin Act

## Sources
- [115-hr-5402 on Congress.gov](https://www.congress.gov/bill/115th-congress/house-bill/5402)

## Related
- [115-hr-4256: BOLD Infrastructure for Alzheimer's Act](https://policyrisk.com/legislation/115-hr-4256)
- [115-hr-4107: USS Indianapolis Congressional Gold Medal Act](https://policyrisk.com/legislation/115-hr-4107)
- [115-hr-2519: The American Legion 100th Anniversary Commemorative Coin Act](https://policyrisk.com/legislation/115-hr-2519)
- [115-hr-2315: To posthumously award the Congressional Gold Medal to each of Glen Doherty, Tyr…](https://policyrisk.com/legislation/115-hr-2315)
- [115-hr-1017: Removing Barriers to Colorectal Cancer Screening Act of 2017](https://policyrisk.com/legislation/115-hr-1017)
- [115-hr-4732: National Law Enforcement Museum Commemorative Coin Act](https://policyrisk.com/legislation/115-hr-4732)
- [All bills in Congress](https://policyrisk.com/legislation)

Source: PRIA, https://policyrisk.com/legislation/115-hr-5402 (as of 2025-11-18).