I 

118TH CONGRESS 

1ST SESSION H. R. 5887 

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 HOUSE OF REPRESENTATIVES 

OCTOBER 3, 2023 

Mr. KHANNA (for himself, Mr. TIMMONS, Mr. DONALDS, and Mr. 

LOUDERMILK) introduced the following bill 

OCTOBER 25, 2023 

Referred to the Committee on Oversight and Accountability 

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’ means the 

10 agencies listed in section 901(b) of title 31. 

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 the Federal Government related to providing a 

17 benefit or service to an individual, business, or orga18 nization (such as a grantee or State, local, or Tribal 

19 entity) that interacts with an agency or program (in20 cluding an interaction with a Federal employee, 

21 agency contractor acting on behalf of a Federal 

22 agency, or through a Federal information system or 

23 internet based interface) including any point of the 

24 Government service delivery process (such as the ap25 plication for or receipt of a Government service or 

26 benefit, the request or filing of an agency document 


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1 or record, or the use of a Federal facility or prop2 erty). 

3 ‘‘(4) GOVERNMENT SERVICE DELIVERY CHAN4 NEL.—The term ‘Government service delivery chan5 nel’ means a significant interaction with the Federal 

6 Government that is in-person, by mail, through a 

7 digital service, by telephone, through a contact cen8 ter, through outreach and communication, and 

9 through collaboration with a third party and other 

10 ways in which an individual or entity significantly 

11 interacts with the Federal Government. 

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

13 term ‘high impact service provider’ means an agency 

14 program identified by the Director due to the scale 

15 and impact of the public-facing services of the agen16 cy. 

17 ‘‘§ 322. Federal Government service delivery 

18 ‘‘(a) FEDERAL GOVERNMENT SERVICE DELIVERY

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

20 official as the Federal Government Service Delivery Lead 

21 within the Office of Management and Budget whose pri22 mary responsibility is to coordinate governmentwide ef23 forts to improve Government service delivery and related 

24 experiences. The individual shall have the following duties 

25 and authorities: 


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1 ‘‘(1) Facilitate and coordinate governmentwide 

2 efforts to improve Government service delivery pro3 vided by agencies, particularly with respect to high 

4 impact service providers. 

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

6 by the Director. 

7 ‘‘(3) Serve as the lead official responsible for 

8 Government service delivery by the Federal Govern9 ment. 

10 ‘‘(4) Advise the Director concerning the contin11 uous improvement of Government service delivery 

12 provided by agencies. 

13 ‘‘(5) Develop and oversee implementation of 

14 governmentwide Government service delivery stand15 ards, policies, and guidelines for services and pro16 grams provided by agencies, including standards, 

17 policies, and guidelines to— 

18 ‘‘(A) understand needs from the perspec19 tive of an individual or entity interacting with 

20 a Government service or program; 

21 ‘‘(B) solicit and consider voluntary feed22 back; 

23 ‘‘(C) assess key aspects of the experience 

24 of individuals and entities with agencies; and 


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1 ‘‘(D) consider the factors of ease, effi2 ciency, transparency, accessibility, fairness, bur3 den (as defined in section 3502 of title 44), and 

4 duration, including wait and processing times, 

5 with respect to the interaction of an individual 

6 or entity with a Government service or pro7 gram. 

8 ‘‘(6) Evaluate the quality of Government service 

9 delivery provided by agencies using the standards, 

10 policies, and guidelines developed in paragraph (5) 

11 to improve and enhance Government service delivery. 

12 ‘‘(7) Establish metrics, to be collected and re13 ported through existing Office of Management and 

14 Budget reporting mechanisms, to evaluate the qual15 ity of Government service delivery provided by agen16 cies, including metrics to assess the quality of Gov17 ernment service delivery provided by agencies and 

18 the process of high impact service providers in im19 proving services. 

20 ‘‘(8) Engage with stakeholders to identify best 

21 practices in service design and Government service 

22 delivery that would improve Government service de23 livery across agencies. 


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1 ‘‘(9) Encourage the adoption of commercial 

2 products and services in accordance with section 

3 3307 of title 41. 

4 ‘‘(10) Ensure agency service delivery initiatives, 

5 including those related to the 21st Century Inte6 grated Digital Experience Act (15 U.S.C. 3501 note; 

7 Public Law 115–336), are prioritized in congres8 sional budget justifications. 

9 ‘‘(11) Coordinate with Office of Management 

10 and Budget stakeholders, including the Adminis11 trator of the United States Digital Service and the 

12 Administrator of the Office of Information and Reg13 ulatory Affairs, and other agency stakeholders, in14 cluding the Administrator of General Services and 

15 the Director of the Office of Personnel Management, 

16 on Government service delivery. 

17 ‘‘(12) In coordination with stakeholders, ensure 

18 that websites of agencies, including those designated 

19 as high impact service providers, are consistent with 

20 the objectives of this subchapter, the 21st Century 

21 Integrated Digital Experience Act, and any other 

22 applicable law. 


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

2 delivery 

3 ‘‘(a) RESPONSIBILITY FOR GOVERNMENT SERVICE

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

5 for the Government service delivery of the agency which 

6 shall, at a minimum, include continuously improving and 

7 enhancing Government services to better achieve the mis8 sion of the agency and build and maintain trust, trans9 parency, and accountability. 

10 ‘‘(b) LEAD AGENCY SERVICE DELIVERY OFFI11 CIALS.—Not later than one year after the date of the en12 actment of this subchapter, the head of each agency shall 

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

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

15 subchapter who shall have the following duties and au16 thorities: 

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

18 of the agency. 

19 ‘‘(2) Possess sufficient operational authority to 

20 effectuate implementation of Government service de21 livery improvements within the agency, particularly 

22 high impact government service providers. 

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

24 under the direction of the head of the agency, efforts 

25 to improve and enhance the Government service de26 livery provided by their agency. 


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1 ‘‘(4) Submit to the Federal Government Service 

2 Delivery Lead an implementation plan for improving 

3 agency Government service delivery. 

4 ‘‘(5) Coordinate the development and use of 

5 qualitative and quantitative metrics on Government 

6 service delivery. 

7 ‘‘(6) Facilitate collaboration among and be8 tween offices, components, and within the agency to 

9 improve and enhance Government service delivery. 

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

11 agency of the 21st Century Integrated Digital Expe12 rience Act (15 U.S.C. 3501 note; Public Law 115– 

13 336) and provide improved digital services and serv14 ice delivery. 

15 ‘‘(8) Assist in the incorporation of the Govern16 ment service delivery requirements by the agency es17 tablished under this subchapter in agency plans and 

18 learning agendas.’’. 

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

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

21 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.’’. 

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

23 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) NO NEW FUNDS AUTHORIZED.—No new funds 

9 are authorized to be appropriated by this Act or any 

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

11 shall comply with this Act and any amendment made by 

12 this Act using existing funds. 

13 (e) AGENCY DEFINED.—In this section, the term 

14 ‘‘agency’’ means each agency listed in section 901(b) of 

15 title 31, United States Code. 

Æ 


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