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[Congressional Bills 118th Congress]
[From the U.S. Government Publishing Office]
[H.R. 5887 Enrolled Bill (ENR)]

        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

``Sec. 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 public-facing services 
    of the program.
``Sec. 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, the 21st Century 
    Integrated Digital Experience Act, and any other applicable law.
``Sec. 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).
``Sec. 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:

          ``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 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.
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