Sens. Chris Murphy, D-Conn., and James Lankford, R-Okla., introduced bipartisan legislation that aims to improve the customer experience of citizens when using government programs and strengthen trust in the government.

The Trust in Public Service (TIPS) Act would provide resources and accountability for agencies to improve their customer experience, in addition to creating the role of the first-ever chief customer experience officer of the United States.

The bill would also “set public communication standards that require agencies to include human-level context, interactivity, and modern design,” according to a press release. Additionally, it would create a Federal Advisory Commission and require the Government Accountability Office (GAO) to assess agencies’ customer experience efforts.

“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,” Sen. Murphy said. “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.”

“It will make it easier for agencies to assess how employees are performing, recognize those who provide exceptional service, and address areas needing improvements,” Sen. Lankford added. “Congress should work toward a 21st-century customer service experience for the Federal government to better serve the American people.”

Reps. Gerry Connolly, D-Va., and Barry Loudermilk, R-Ga., introduced a companion legislation in the House.

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Grace Dille
Grace Dille
Grace Dille is MeriTalk's Assistant Managing Editor covering the intersection of government and technology.