H.R. 5402: Government Customer Service Accountability and Improvement Act of 2018

115th Congress · introduced 2018-03-22 · Government Operations and Politics · Latest: Referred to the House Committee on Oversight and Government Reform.

federal

Follow this bill, step by step

Where it came from: introduced 2018-03-22 · official record
Who proposed it: Rep. Loudermilk, Barry [R-GA-11] · what a sponsor is
What happened next: no floor votes in our records yet. Why?
Where it stands now: Referred to the House Committee on Oversight and Government Reform. Not final yet: this can still change. We check for updates every day.
If it becomes law and spends money: follow the money to money laws, then agencies and contracts and grants.

What does this mean?

Official title

Government Customer Service Accountability and Improvement Act of 2018

Plain 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.

Congressional Research Service summary (Introduced in House), quoted unchanged (nonpartisan). Read the source.

What a vote does

A “Yea” vote

If it passes both chambers and is signed, it becomes law.

A “Nay” vote

If it is not passed, current law stays as it is.

PSI Sci description of the legislative step (not an opinion).

What does this mean? (plain words)

Official text

Government Customer Service Accountability and Improvement Act of 2018

Source: Congressional Research Service summary (Introduced in House)

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How did my representative vote? · This bill's floor votes

Officials and money

Sponsor: Rep. Loudermilk, Barry [R-GA-11] · 4 cosponsors

Cost estimate: No cost estimate published yet.

Cosponsors on this site

Brian K. Fitzpatrick (R-PA), Jacky Rosen (D-NV)

Sponsor's campaign money: Rep. Loudermilk, Barry [R-GA-11] reported raising $263,729 (2025–2026). Details. Shown for context only; it does not mean any donor supported this bill.

No linked floor roll calls in our collected records yet. This does not mean the bill has never had a vote. Check the official bill history.

Words on this page, explained (1)

Bill: A proposed law. It becomes law only if it passes the legislature and is signed by the president or governor (or a veto is overridden).

Plain meanings written from linked sources. All words.

Sources

Congressional Research Service summary (Introduced in House)
Congress.gov
Data: GovInfo BILLSTATUS bulk data (Library of Congress), BILLSTATUS-115hr5402.xml <https://www.govinfo.gov/bulkdata/BILLSTATUS/115/hr>

Record fed-us-cong115-hr5402 · catalog fed-us-congress-bills-cong115 · updated 2026-11-15 by psicol fed-bills-cong115