; and (B) does not include an agency the President excludes for national security reasons. (3) Customer The term customer , with respect to an agency, means any individual or entity that is directly served by an agency, including a Congressional office. (4) Customer experience The term customer experience means the experience of an individual with an agency related to any service the agency is required to perform in accordance with the mission of the agency that requires personal assistance, interaction, or accessibility of the services and information provided by the agency. (5) Director The term Director means the Director of the Office of Management and Budget. 4. Development of customer experience standards (a) Selection of certain agencies by OMB Not later than 90 days after the date of the enactment of this Act, the Director shall 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 that agency. (b) Agency standards and performance plans (1) In general Not later than 6 months after the date on which the selection is made pursuant to subsection (a), the senior accountable official for customer experience for each agency, in consultation with relevant agency program officials, shall develop customer experience standards and performance plans, subject to approval by the head of the agency and the Director. (2) Requirements for agency customer experience standards and performance plans The customer experience standards and performance plans established paragraph (1) shall be— (A) based on customer and market research that identifies the aspects of service delivery that are most important to citizens