IIB 

118TH CONGRESS 

2D SESSION H. R. 5887 

IN THE SENATE OF THE UNITED STATES 

MAY 22, 2024 

Received; read twice and referred to the Committee on Homeland Security and 

Governmental Affairs 

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. 

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


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1 SECTION 1. SHORT TITLE. 

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

3 Delivery Improvement Act’’. 

4 SEC. 2. FEDERAL GOVERNMENT SERVICE DELIVERY. 

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

6 States Code, is amended by adding at the end the fol7 lowing: 

8 ‘‘SUBCHAPTER III—FEDERAL GOVERNMENT 

9 SERVICE DELIVERY 

10 ‘‘§ 321. Definitions 

11 ‘‘In this subchapter: 

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

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

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

15 the Director of the Office of Management and Budg16 et. 

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

18 term ‘Government service delivery’ means any action 

19 by an agency related to providing a benefit or service 

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

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

22 any such action of a contractor or nonprofit organi23 zation acting on behalf of the agency or admin24 istering a federally-funded program. 

25 ‘‘(4) GOVERNMENT SERVICE DELIVERY CHAN26 NEL.—The term ‘Government service delivery chanVerDate Sep 11 2014 06:39 May 23, 2024 Jkt 049200 PO 00000 Frm 00002 Fmt 6652 Sfmt 6201 E:\BILLS\H5887.RFS H5887

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1 nel’ means the format or medium of an interaction 

2 or transaction with the Federal Government, includ3 ing in-person, through the mail, through a digital 

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

5 website, through outreach and communication, and 

6 through collaboration with a third party, or through 

7 other ways in which an individual or entity signifi8 cantly interacts with the Federal Government. 

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

10 term ‘high impact service provider’ means an agency 

11 program identified by the Director due to the scale 

12 and impact of the public-facing services of the pro13 gram. 

14 ‘‘§ 322. Federal Government service delivery 

15 ‘‘(a) FEDERAL GOVERNMENT SERVICE DELIVERY

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

17 official as the Federal Government Service Delivery Lead 

18 within the Office of Management and Budget whose re19 sponsibility is to coordinate governmentwide efforts to im20 prove Government service delivery by agencies. The indi21 vidual shall have the following duties and authorities: 

22 ‘‘(1) Facilitate and coordinate governmentwide 

23 efforts to improve Government service delivery pro24 vided by agencies, particularly with respect to high 

25 impact service providers. 


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

2 by the Director. 

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

4 responsible for supporting Government service deliv5 ery. 

6 ‘‘(4) Advise the Director concerning the im7 provement of Government service delivery provided 

8 by agencies. 

9 ‘‘(5) In consultation with each lead agency serv10 ice delivery official and any other agency stakeholder 

11 as appropriate, develop and oversee the implementa12 tion of governmentwide Government service delivery 

13 standards, policies, and guidelines for services and 

14 programs provided by agencies, including standards, 

15 policies, and guidelines to— 

16 ‘‘(A) understand the needs of an indi17 vidual, business, or organization interacting 

18 with an agency; 

19 ‘‘(B) solicit and consider voluntary feed20 back on the Government service delivery by the 

21 agency; 

22 ‘‘(C) assess Government service delivery 

23 processes; 

24 ‘‘(D) consider the factors of ease, effi25 ciency, transparency, accessibility, fairness, burVerDate Sep 11 2014 06:39 May 23, 2024 Jkt 049200 PO 00000 Frm 00004 Fmt 6652 Sfmt 6201 E:\BILLS\H5887.RFS H5887

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1 den (as defined in section 3502 of title 44), and 

2 duration, including wait and processing times, 

3 with respect to Government service delivery; 

4 and 

5 ‘‘(E) encourage the adoption of commercial 

6 products and services in accordance with sec7 tion 3307 of title 41. 

8 ‘‘(6) Collect and report qualitative and quan9 titative information or data on Government service 

10 delivery through existing reporting mechanisms. 

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

12 delivery, including through the establishment of per13 formance metrics developed using the standards, 

14 policies, and guidelines developed pursuant to para15 graph (5) and the information or data collected and 

16 reported pursuant to paragraph (6). 

17 ‘‘(8) Engage with stakeholders to identify lead18 ing practices in service design and delivery that 

19 would improve Government service delivery across 

20 and within agencies. 

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

22 including those related to the 21st Century Inte23 grated Digital Experience Act (15 U.S.C. 3501 note; 

24 Public Law 115–336), are identified in agency con25 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 


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1 Committee on Homeland Security and Governmental 

2 Affairs of the Senate. 

Passed the House of Representatives May 21, 2024. 

Attest: KEVIN F. MCCUMBER, 

Clerk. 


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