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Trust in Public Service Act Introduced to Improve Federal Customer Experience

Strategic Insights

— 1 min read

The Trust in Public Service (TIPS) Act was introduced by Senators James Lankford (R-OK) and Chris Murphy (D-CT) in the Senate, with Representatives Gerry Connolly (D-VA) and Barry Loudermilk (R-GA) introducing companion legislation in the House of Representatives. The bill aims to improve the federal government's customer experience by establishing a Chief Customer Experience Officer of the United States, setting public communication standards, and creating a Federal Advisory Commission on participation in government and civic debate.

Key Takeaways:

  • The TIPS Act would establish federal customer experience as a means to achieve performance outcomes and performance goals, with the goal of improving public trust in government.
  • The bill would create a Chief Customer Experience Officer of the United States to oversee the implementation of customer experience across the federal government.
  • The TIPS Act would require agencies to include human-level context, interactivity, and modern design in their public communication, and would establish public communication standards.
  • The bill would also create a Federal Advisory Commission on participation in government and civic debate, and would require the Government Accountability Office (GAO) to assess efforts to improve customer experience and trust in government.
  • The National Academy of Public Administration, the Center for Open Data Enterprise, Forrester, and other organizations support the TIPS Act, citing its potential to improve public confidence and trust in government.
  • Representatives Gerry Connolly and Barry Loudermilk have been working on legislation to improve the customer experience every year, and see the TIPS Act as a bipartisan effort to address this issue.

Statistics:

  • The federal government consistently ranks among the lowest in customer satisfaction compared to the private sector, according to Representative Barry Loudermilk.
  • The bill would provide resources and accountability for agencies to implement and improve their customer experience, including by creating the Chief Customer Experience Officer of the United States.
  • The TIPS Act would set aside resources for agencies to implement customer experience improvements, and would require agencies to include human-level context, interactivity, and modern design in their public communication.
  • The bill would require the GAO to assess efforts to improve customer experience and trust in government over a period of two years.

Sources:

  • Senator James Lankford
  • Senator Chris Murphy
  • Representative Gerry Connolly
  • Representative Barry Loudermilk
  • John M. Kamensky, Fellow, National Academy of Public Administration
  • Joel Gurin, President, Center for Open Data Enterprise
  • Rick Parrish, Vice President & Principal Analyst at Forrester
  • Martha A. Dorris, Fellow, National Academy of Public Administration

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