; sense of Congress (a) Findings The Congress finds the following: (1) The Federal Government serves the people of the United States and should seek to continually improve public services. (2) The people of the United States deserve a Federal Government that provides efficient, effective, and high-quality services across multiple channels. (3) Many agencies, offices, programs, and Federal employees provide excellent service to individuals, however, many functions of the Federal Government do not provide the customer service experience that individuals have come to expect from the private sector. (4) The lack of Federal Government customer service is an inveterate occurrence which has been attempted to be addressed through the actions of previous administrations including the Executive Order 12862, Setting Customer Service Standards, signed September 11, 1993, by President William J. Clinton and Executive Order 13571, Streamlining Service Delivery and Improving Customer Service, signed April 27, 2011, by President Barack H. Obama. (5) According to the 2016 American Customer Satisfaction Index, the Federal Government ranks among the bottom of all industries in the United States in customer satisfaction. (6) Providing quality services to individuals improves the confidence of the people of the United States in their Government. Such quality service is a necessary factor for agencies to fulfill their specific and clearly defined missions. (7) Improving service to individuals requires agencies to work across organizational boundaries, leverage technology, collect and share standardized data, and develop customer-centered mindsets and service strategies. (b) Sense of Congress It is the sense of Congress that all agencies should strive to provide high-quality, courteous, effective, and efficient services to the people of the United States and seek to measure, collect, report, and use metrics relating to the experience of individuals interacting with agencies to continually improve services to the people of the United