The H.R. 404 bill which was passed July of last year is now pending before the Senate Homeland Security and Government Affairs Committee to clarify accountability language. The bill that was sponsored by Mr. Henry Cuellar, D-Texas, focuses on customer service performance of different government service agencies. This includes Web interaction services. The bill, if approved, will eventually require the White House Office of Management and Budget to develop a system of performance metrics that would ensure citizen satisfaction. One incentive of H.R. 404 is that it would allow agency heads “to pay a cash award … to employees for demonstrated excellence in customer service.” Agencies will have to post customer-service guidelines and customer-service contact information on their public Websites.

Source: Government Executive