H. R. 5759—3 
(b) SERVICES REQUIRED TO BE DIGITAL.—The head of each 
executive agency shall regularly review public-facing applications 
and services to ensure that those applications and services are, 
to the greatest extent practicable, made available to the public 
in a digital format. 
(c) FORMS REQUIRED TO BE DIGITAL.—Not later than 2 years 
after the enactment of this Act, the head of each executive agency 
shall ensure that any paper based form that is related to serving 
the public is made available in a digital format that meets the 
requirements described in section 3(a). 
(d) NON-DIGITIZABLE PROCESSES.—If the head of an executive 
agency cannot make available in a digital format under this section 
an in-person Government service, form, or paper-based process, 
the head of the executive agency shall document— 
(1) the title of the in-person Government service, form, 
or paper-based process; 
(2) a description of the in-person Government service, form, 
or paper-based process; 
(3) each unit responsible for the in-person Government 
service, form, or paper-based process and the location of each 
unit in the organizational hierarchy of the executive agency; 
(4) any reasons why the in-person Government service, 
form, or paper-based process cannot be made available under 
this section; and 
(5) any potential solutions that could allow the in-person 
Government service, form, or paper-based process to be made 
available under this section, including the implementation of 
existing technologies, procedural changes, regulatory changes, 
and legislative changes. 
(e) PHYSICAL AVAILABILITY.—Each executive agency shall main-
tain an accessible method of completing digital services through 
in-person, paper-based, or other means, such that individuals with-
out the ability to use digital services are not deprived of or impeded 
in access to those digital services. 
SEC. 5. ELECTRONIC SIGNATURES. 
Not later than 180 days after the date of the enactment of 
this Act, the head of each executive agency shall submit to the 
Director and the appropriate congressional committees a plan to 
accelerate the use of electronic signatures standards established 
under the Electronic Signatures in Global and National Commerce 
Act (15 U.S.C. 7001 et seq.). 
SEC. 6. CUSTOMER EXPERIENCE AND DIGITAL SERVICE DELIVERY. 
The Chief Information Officer of each executive agency, or 
a designee, shall— 
(1) coordinate and ensure alignment of the internal and 
external customer experience programs and strategy of the 
executive agency; 
(2) coordinate with the management leaders of the execu-
tive agency, including the head of the executive agency, the 
Chief Financial Officer, and any program manager, to ensure 
proper funding to support the implementation of this Act; 
(3) continually examine the digital service delivery strategy 
of the executive agency to the public and submit recommenda-
tions to the head of the executive agency providing guidance 
and best practices suitable to the mission of the executive 
agency;
H. R. 5759—4 
(4) using qualitative and quantitative data obtained from 
across the executive agency relating to the experience and 
satisfaction of customers, identify areas of concern that need 
improvement and improve the delivery of customer service; 
(5) coordinate and ensure, with the approval of the head 
of the executive agency, compliance by the executive agency 
with section 3559 of title 44, United States Code; and 
(6) to the extent practicable, coordinate with other agencies 
and seek to maintain as much standardization and commonality 
with other agencies as practicable in implementing the require-
ments of this Act, to best enable future transitions to central-
ized shared services. 
SEC. 7. STANDARDIZATION. 
(a) DESIGN
AND
IMPLEMENTATION.—Each executive agency 
shall, to the extent practicable, seek to maintain as much standard-
ization and commonality with other executive agencies as prac-
ticable in implementing the requirements of this Act to best enable 
future transitions to centralized shared services. 
(b) COORDINATION.—The Chief Information Officer of each 
executive agency, or a designee, shall coordinate the implementation 
of the requirements of this Act, including the development of stand-
ards and commonalities. 
(c) FEDERAL SUPPLY SCHEDULE.— 
(1) IN
GENERAL.—The General Services Administration 
shall make available under a Federal Supply Schedule the 
systems and services necessary to fulfill the requirements of 
this Act. 
(2) 
REQUIREMENTS.—The 
Federal 
Supply 
Schedule 
described in paragraph (1) shall, to the extent practicable, 
ensure interoperability between executive agencies, compliance 
with industry standards, and adherence to best practices for 
design, accessibility, and information security. 
Speaker of the House of Representatives. 
Vice President of the United States and
President of the Senate.