Lawmakers introduce TIPS Act to Promote Communication Between Federal Government and Citizens

Senator Chris Murphy (D-CT) and Senator James Lankford (R-OK) recently introduced the Trust in Public Service (TIPS) Act, which would aim to increase citizen trust in the federal government by ensuring all interactions between the public and agencies are effective, easy, and positive. The legislation works to increase feedback from both citizens and employees in order to improve communication and transparency between the federal government and citizens. Representatives Gerry Connolly (D-VA) and Barry Loudermilk (R-GA) introduced companion legislation in the House.

The TIPS Act would provide resources and accountability mechanisms for agencies to implement and improve their customer experience and support collaboration across agencies. The bill would create a Chief Customer Experience Officer to serve as a voice for the public on interagency policy processes. The new officer’s responsibilities would include advocating for means to solicit and respond to public feedback, enhancing public participation in agency programs, and providing the public with “timely and compelling communications about the impact of the policy and programs of the Federal Government.”

Additionally, the bill would set public communication standards and create a Federal Advisory Commission on participation in government and civic debate.

Senator Murphy explained, “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.”

The legislation has received support from employee groups and organizations. Joel Gurin, President, Center for Open Data Enterprise, said of the bill, “The TIPS Act takes a comprehensive approach to prioritizing customer experience at the Federal level, reforms the Paperwork Reduction Act to make it easier for agencies to solicit public feedback, and encourages the government to prioritize public engagement through recognition and other means. It should go a long way towards improving public confidence and trust in government.”