H. R. 5887 

One Hundred Eighteenth Congress 

of the 

United States of America 

AT THE SECOND SESSION 

Begun and held at the City of Washington on Wednesday, 

the third day of January, two thousand and twenty-four 

An Act 

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. 

Be it enacted by the Senate and House of Representatives of 

the United States of America in Congress assembled, 

SECTION 1. SHORT TITLE. 

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

Improvement Act’’. 

SEC. 2. FEDERAL GOVERNMENT SERVICE DELIVERY. 

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

is amended by adding at the end the following: 

‘‘SUBCHAPTER III—FEDERAL GOVERNMENT SERVICE 

DELIVERY 

‘‘§ 321. Definitions 

‘‘In this subchapter: 

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

that term in section 3502 of title 44. 

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

of the Office of Management and Budget. 

‘‘(3) GOVERNMENT SERVICE DELIVERY.—The term ‘Government service delivery’ means any action by an agency related 

to providing a benefit or service to an individual, business, 

or organization (such as a grantee or State, local, or Tribal 

entity), including any such action of a contractor or nonprofit 

organization acting on behalf of the agency or administering 

a federally-funded program. 

‘‘(4) GOVERNMENT SERVICE DELIVERY CHANNEL.—The term 

‘Government service delivery channel’ means the format or 

medium of an interaction or transaction with the Federal 

Government, including in-person, through the mail, through 

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

a website, through outreach and communication, and through 

collaboration with a third party, or through other ways in 

which an individual or entity significantly interacts with the 

Federal Government. 

‘‘(5) HIGH IMPACT SERVICE PROVIDER.—The term ‘high 

impact service provider’ means an agency program identified 

by the Director due to the scale and impact of the publicfacing services of the program. 
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‘‘§ 322. Federal Government service delivery 

‘‘(a) FEDERAL GOVERNMENT SERVICE DELIVERY LEAD.—The 

Director shall designate or appoint a senior official as the Federal 

Government Service Delivery Lead within the Office of Management 

and Budget whose responsibility is to coordinate governmentwide 

efforts to improve Government service delivery by agencies. The 

individual shall have the following duties and authorities: 

‘‘(1) Facilitate and coordinate governmentwide efforts to 

improve Government service delivery provided by agencies, 

particularly with respect to high impact service providers. 

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

Director. 

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

for supporting Government service delivery. 

‘‘(4) Advise the Director concerning the improvement of 

Government service delivery provided by agencies. 

‘‘(5) In consultation with each lead agency service delivery 

official and any other agency stakeholder as appropriate, 

develop and oversee the implementation of governmentwide 

Government service delivery standards, policies, and guidelines 

for services and programs provided by agencies, including 

standards, policies, and guidelines to— 

‘‘(A) understand the needs of an individual, business, 

or organization interacting with an agency; 

‘‘(B) solicit and consider voluntary feedback on the 

Government service delivery by the agency; 

‘‘(C) assess Government service delivery processes; 

‘‘(D) consider the factors of ease, efficiency, transparency, accessibility, fairness, burden (as defined in section 3502 of title 44), and duration, including wait and 

processing times, with respect to Government service 

delivery; and 

‘‘(E) encourage the adoption of commercial products 

and services in accordance with section 3307 of title 41. 

‘‘(6) Collect and report qualitative and quantitative 

information or data on Government service delivery through 

existing reporting mechanisms. 

‘‘(7) Evaluate the quality of Government service delivery, 

including through the establishment of performance metrics 

developed using the standards, policies, and guidelines developed pursuant to paragraph (5) and the information or data 

collected and reported pursuant to paragraph (6). 

‘‘(8) Engage with stakeholders to identify leading practices 

in service design and delivery that would improve Government 

service delivery across and within agencies. 

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

those related to the 21st Century Integrated Digital Experience 

Act (15 U.S.C. 3501 note; Public Law 115–336), are identified 

in agency congressional budget justifications. 

‘‘(10) Coordinate with Office of Management and Budget 

stakeholders and other agency stakeholders on Government 

service delivery. 

‘‘(11) In collaboration with relevant agency officials as 

appropriate, and in coordination with relevant Office of 

Management and Budget stakeholders, ensure that websites 

of agencies, including those associated with high impact service 

providers, are consistent with the objectives of this subchapter, 
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the 21st Century Integrated Digital Experience Act, and any 

other applicable law. 

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

‘‘(a) RESPONSIBILITY FOR GOVERNMENT SERVICE DELIVERY.— 

The head of each agency shall be responsible for the Government 

service delivery of the agency which shall, at a minimum, include 

improving and enhancing Government services to better achieve 

the mission of the agency and build and maintain trust, transparency, and accountability. 

‘‘(b) LEAD AGENCY SERVICE DELIVERY OFFICIALS.—Not later 

than one year after the date of the enactment of this subchapter, 

the head of each agency shall designate or appoint a senior official 

of the agency (who may be the deputy head of the agency) to 

implement this subchapter who shall have the following duties 

and authorities: 

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

agency. 

‘‘(2) Possess sufficient operational authority to effectuate 

implementation of Government service delivery improvements 

within the agency, particularly with respect to high impact 

service providers. 

‘‘(3) Coordinate and execute, as appropriate, under the 

direction of the head of the agency, and in collaboration with 

relevant agency officials as appropriate, efforts to improve and 

enhance the Government service delivery and Government 

service delivery channels of the agency. 

‘‘(4) At the direction of the Federal Government Service 

Delivery Lead, submit an implementation plan for improving 

agency Government service delivery. 

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

and information required pursuant to section 322 and use such 

data and information to improve Government service delivery. 

‘‘(6) Facilitate collaboration among and between offices, 

and components within the agency and with other agencies 

as appropriate, in coordination with the Federal Government 

Service Delivery Lead, to improve and enhance Government 

service delivery. 

‘‘(7) Assist with the implementation by the agency of the 

21st Century Integrated Digital Experience Act (15 U.S.C. 3501 

note; Public Law 115–336). 

‘‘(8) Assist in the incorporation of the Government service 

delivery requirements established under this subchapter in 

agency plans (such as strategic plans or annual performance 

plans). 

‘‘§ 324. Rule of construction 

‘‘Nothing in this subchapter may be construed to diminish 

or reduce the authority of agency Chief Information Officers for 

information resources management provided in section 11315 of 

title 40 or those authorities to manage information resources to 

accomplish agency missions as established in section 3502 of title 

44.’’. 

(b) CLERICAL AMENDMENT.—The table of sections for chapter 

3 of title 5, United States Code, is amended by adding at the 

end the following: 
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‘‘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’’. 

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

the enactment of this Act, the Comptroller General of the United 

States shall submit to the relevant congressional committees a 

report that includes the following: 

(1) An assessment of the implementation and effectiveness 

of subchapter III of chapter 3 of title 5, United States Code, 

as added by subsection (a). 

(2) Specific recommendations to further the implementation 

and effectiveness of such subchapter. 

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

of the enactment of this Act, the Director of the Office of Management and Budget, in coordination with the Federal Government 

Service Delivery Lead, shall submit to the relevant congressional 

committees a report that includes the following: 

(1) An assessment on the implementation and effectiveness 

of subchapter III of chapter 3 of title 5, United States Code, 

as added by subsection (a). 

(2) Specific recommendations to further the implementation 

and effectiveness of such subchapter. 

(3) A summary and assessment of the usefulness of the 

metrics such subchapter requires the Federal Government 

Service Delivery Lead to establish and report for the purpose 

of assessing the quality of Government service delivery provided 

by agencies, including metrics to assess the efforts of high 

impact service providers in improving services. 

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

to be appropriated by this Act or any amendment made by this 

Act and the head of each agency shall comply with this Act and 

any amendment made by this Act using existing funds. 

(f) DEFINITIONS.—In this section: 

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

in section 3502 of title 44, United States Code. 

(2) GOVERNMENT SERVICE DELIVERY; HIGH IMPACT SERVICE

PROVIDER.—The terms ‘‘Government service delivery’’ and ‘‘high 

impact service provider’’ have the meaning given those terms 

in section 321 of title 5, United States Code, as added by 

subsection (a). 

(3) RELEVANT CONGRESSIONAL COMMITTEES.—The term ‘‘relevant congressional committees’’ means the Committee on Oversight and Accountability of the House of Representatives and 
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the Committee on Homeland Security and Governmental 

Affairs of the Senate. 

Speaker of the House of Representatives. 

Vice President of the United States and

President of the Senate.