II 

118TH CONGRESS 

2D SESSION S. 5077 

To amend chapter 3 of title 5, United States Code, to improve Government 

service delivery, and build related capacity for the Federal Government, 

and for other purposes. 

IN THE SENATE OF THE UNITED STATES 

SEPTEMBER 18, 2024 

Ms. HASSAN (for herself and Mr. MARSHALL) introduced the following bill; 

which was read twice and referred to the Committee on Homeland Security and Governmental Affairs 

A BILL 

To amend chapter 3 of title 5, United States Code, to improve Government service delivery, and build related capacity for the Federal Government, and for other purposes. 

1 Be it enacted by the Senate and House of Representa2 tives of the United States of America in Congress assembled, 

3 SECTION 1. SHORT TITLE. 

4 This Act may be cited as the ‘‘Government Service 

5 Delivery Improvement Act’’. 


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1 SEC. 2. FEDERAL GOVERNMENT SERVICE DELIVERY. 

2 (a) AMENDMENT.—Chapter 3 of title 5, United 

3 States Code, is amended by adding at the end the fol4 lowing: 

5 ‘‘SUBCHAPTER III—FEDERAL GOVERNMENT 

6 SERVICE DELIVERY 

7 ‘‘§ 321. Definitions 

8 ‘‘In this subchapter: 

9 ‘‘(1) AGENCY.—The term ‘agency’ has the 

10 meaning given that term in section 3502 of title 44. 

11 ‘‘(2) DIRECTOR.—The term ‘Director’ means 

12 the Director of the Office of Management and Budg13 et. 

14 ‘‘(3) GOVERNMENT SERVICE DELIVERY.—The 

15 term ‘Government service delivery’ means any action 

16 by an agency related to providing a benefit or service 

17 to an individual, business, or organization (such as 

18 a grantee or State, local, or Tribal entity), including 

19 any such action of a contractor or nonprofit organi20 zation acting on behalf of the agency or admin21 istering a federally funded program. 

22 ‘‘(4) GOVERNMENT SERVICE DELIVERY CHAN23 NEL.—The term ‘Government service delivery chan24 nel’ means the format or medium of an interaction 

25 or transaction with the Federal Government, includ26 ing in-person, through the mail, through a digital 


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1 service, by telephone, through a contact center, on a 

2 website, through outreach and communication, and 

3 through collaboration with a third party, or through 

4 other ways in which an individual or entity signifi5 cantly interacts with the Federal Government. 

6 ‘‘(5) HIGH IMPACT SERVICE PROVIDER.—The 

7 term ‘high impact service provider’ means an agency 

8 program identified by the Director due to the scale 

9 and impact of the public-facing services of the pro10 gram. 

11 ‘‘§ 322. Federal Government service delivery 

12 ‘‘(a) FEDERAL GOVERNMENT SERVICE DELIVERY

13 LEAD.—The Director shall designate or appoint a senior 

14 official as the Federal Government Service Delivery Lead 

15 within the Office of Management and Budget whose re16 sponsibility is to coordinate governmentwide efforts to im17 prove Government service delivery by agencies. The indi18 vidual shall have the following duties and authorities: 

19 ‘‘(1) Facilitate and coordinate governmentwide 

20 efforts to improve Government service delivery pro21 vided by agencies, particularly with respect to high 

22 impact service providers. 

23 ‘‘(2) Carry out the duties and powers prescribed 

24 by the Director. 


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1 ‘‘(3) Serve as the lead, governmentwide official 

2 responsible for supporting Government service deliv3 ery. 

4 ‘‘(4) Advise the Director concerning the im5 provement of Government service delivery provided 

6 by agencies. 

7 ‘‘(5) In consultation with each lead agency serv8 ice delivery official and any other agency stakeholder 

9 as appropriate, develop and oversee the implementa10 tion of governmentwide Government service delivery 

11 standards, policies, and guidelines for services and 

12 programs provided by agencies, including standards, 

13 policies, and guidelines to— 

14 ‘‘(A) understand the needs of an indi15 vidual, business, or organization interacting 

16 with an agency; 

17 ‘‘(B) solicit and consider voluntary feed18 back on the Government service delivery by the 

19 agency; 

20 ‘‘(C) assess Government service delivery 

21 processes; 

22 ‘‘(D) consider the factors of ease, effi23 ciency, transparency, accessibility, fairness, bur24 den (as defined in section 3502 of title 44), and 

25 duration, including wait and processing times, 


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1 with respect to Government service delivery; 

2 and 

3 ‘‘(E) encourage the adoption of commercial 

4 products and services in accordance with sec5 tion 3307 of title 41. 

6 ‘‘(6) Collect and report qualitative and quan7 titative information or data on Government service 

8 delivery through existing reporting mechanisms. 

9 ‘‘(7) Evaluate the quality of Government service 

10 delivery, including through the establishment of per11 formance metrics developed using the standards, 

12 policies, and guidelines developed pursuant to para13 graph (5) and the information or data collected and 

14 reported pursuant to paragraph (6). 

15 ‘‘(8) Engage with stakeholders to identify lead16 ing practices in service design and delivery that 

17 would improve Government service delivery across 

18 and within agencies. 

19 ‘‘(9) Ensure agency service delivery initiatives, 

20 including those related to the 21st Century Inte21 grated Digital Experience Act (15 U.S.C. 3501 note; 

22 Public Law 115–336), are identified in agency con23 gressional budget justifications. 


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1 ‘‘(10) Coordinate with Office of Management 

2 and Budget stakeholders and other agency stake3 holders on Government service delivery. 

4 ‘‘(11) In collaboration with relevant agency offi5 cials as appropriate, and in coordination with rel6 evant Office of Management and Budget stake7 holders, ensure that websites of agencies, including 

8 those associated with high impact service providers, 

9 are consistent with the objectives of this subchapter, 

10 the 21st Century Integrated Digital Experience Act, 

11 and any other applicable law. 

12 ‘‘§ 323. Lead agency officials for Government service 

13 delivery 

14 ‘‘(a) RESPONSIBILITY FOR GOVERNMENT SERVICE

15 DELIVERY.—The head of each agency shall be responsible 

16 for the Government service delivery of the agency which 

17 shall, at a minimum, include improving and enhancing 

18 Government services to better achieve the mission of the 

19 agency and build and maintain trust, transparency, and 

20 accountability. 

21 ‘‘(b) LEAD AGENCY SERVICE DELIVERY OFFI22 CIALS.—Not later than one year after the date of the en23 actment of this subchapter, the head of each agency shall 

24 designate or appoint a senior official of the agency (who 

25 may be the deputy head of the agency) to implement this 


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1 subchapter who shall have the following duties and au2 thorities: 

3 ‘‘(1) Report directly to the head or deputy head 

4 of the agency. 

5 ‘‘(2) Possess sufficient operational authority to 

6 effectuate implementation of Government service de7 livery improvements within the agency, particularly 

8 with respect to high impact service providers. 

9 ‘‘(3) Coordinate and execute, as appropriate, 

10 under the direction of the head of the agency, and 

11 in collaboration with relevant agency officials as ap12 propriate, efforts to improve and enhance the Gov13 ernment service delivery and Government service de14 livery channels of the agency. 

15 ‘‘(4) At the direction of the Federal Govern16 ment Service Delivery Lead, submit an implementa17 tion plan for improving agency Government service 

18 delivery. 

19 ‘‘(5) Coordinate the collection and reporting of 

20 the data and information required pursuant to sec21 tion 322 and use such data and information to im22 prove Government service delivery. 

23 ‘‘(6) Facilitate collaboration among and be24 tween offices, and components within the agency and 

25 with other agencies as appropriate, in coordination 


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1 with the Federal Government Service Delivery Lead, 

2 to improve and enhance Government service delivery. 

3 ‘‘(7) Assist with the implementation by the 

4 agency of the 21st Century Integrated Digital Expe5 rience Act (15 U.S.C. 3501 note; Public Law 115– 

6 336). 

7 ‘‘(8) Assist in the incorporation of the Govern8 ment service delivery requirements established under 

9 this subchapter in agency plans (such as strategic 

10 plans or annual performance plans). 

11 ‘‘§ 324. Rule of construction 

12 ‘‘Nothing in this subchapter may be construed to di13 minish or reduce the authority of agency Chief Informa14 tion Officers for information resources management pro15 vided in section 11315 of title 40 or those authorities to 

16 manage information resources to accomplish agency mis17 sions as established in section 3502 of title 44.’’. 

18 (b) CLERICAL AMENDMENT.—The table of sections 

19 for chapter 3 of title 5, United States Code, is amended 

20 by adding at the end the following: 

‘‘SUBCHAPTER III—FEDERAL GOVERNMENT SERVICE DELIVERY

‘‘321. Definitions. 

‘‘322. Federal Government service delivery. 

‘‘323. Lead agency officials for Government service delivery. 

‘‘324. Rule of construction’’. 

21 (c) GAO REPORT.—Not later than 2 years after the 

22 date of the enactment of this Act, the Comptroller General 


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1 of the United States shall submit to the relevant congres2 sional committees a report that includes the following: 

3 (1) An assessment of the implementation and 

4 effectiveness of subchapter III of chapter 3 of title 

5 5, United States Code, as added by subsection (a). 

6 (2) Specific recommendations to further the im7 plementation and effectiveness of such subchapter. 

8 (d) AGENCY REPORT.—Not later than 1 year after 

9 the date of the enactment of this Act, the Director of the 

10 Office of Management and Budget, in coordination with 

11 the Federal Government Service Delivery Lead, shall sub12 mit to the relevant congressional committees a report that 

13 includes the following: 

14 (1) An assessment on the implementation and 

15 effectiveness of subchapter III of chapter 3 of title 

16 5, United States Code, as added by subsection (a). 

17 (2) Specific recommendations to further the im18 plementation and effectiveness of such subchapter. 

19 (3) A summary and assessment of the useful20 ness of the metrics such subchapter requires the 

21 Federal Government Service Delivery Lead to estab22 lish and report for the purpose of assessing the qual23 ity of Government service delivery provided by agen24 cies, including metrics to assess the efforts of high 

25 impact service providers in improving services. 


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1 (e) NO NEW FUNDS AUTHORIZED.—No new funds 

2 are authorized to be appropriated by this Act or any 

3 amendment made by this Act and the head of each agency 

4 shall comply with this Act and any amendment made by 

5 this Act using existing funds. 

6 (f) DEFINITIONS.—In this section: 

7 (1) AGENCY.—The term ‘‘agency’’ means each 

8 agency listed in section 3502 of title 44, United 

9 States Code. 

10 (2) GOVERNMENT SERVICE DELIVERY; HIGH IM11 PACT SERVICE PROVIDER.—The terms ‘‘Government 

12 service delivery’’ and ‘‘high impact service provider’’ 

13 have the meaning given those terms in section 321 

14 of title 5, United States Code, as added by sub15 section (a). 

16 (3) RELEVANT CONGRESSIONAL COMMIT17 TEES.—The term ‘‘relevant congressional commit18 tees’’ means the Committee on Oversight and Ac19 countability of the House of Representatives and the 

20 Committee on Homeland Security and Governmental 

21 Affairs of the Senate. 

Æ 


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