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 im-
prove Government service delivery, and build related ca-
pacity for the Federal Government, and for other pur-
poses. 
Be it enacted by the Senate and House of Representa-
tives of the United States of America in Congress assembled, 
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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 fol-
lowing: 
‘‘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 Budg-
et. 
‘‘(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 organi-
zation acting on behalf of the agency or admin-
istering a federally-funded program. 
‘‘(4) GOVERNMENT SERVICE DELIVERY CHAN-
NEL.—The term ‘Government service delivery chan-
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nel’ means the format or medium of an interaction 
or transaction with the Federal Government, includ-
ing 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 signifi-
cantly 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 pro-
gram. 
‘‘§ 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 re-
sponsibility is to coordinate governmentwide efforts to im-
prove Government service delivery by agencies. The indi-
vidual shall have the following duties and authorities: 
‘‘(1) Facilitate and coordinate governmentwide 
efforts to improve Government service delivery pro-
vided by agencies, particularly with respect to high 
impact service providers. 
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‘‘(2) Carry out the duties and powers prescribed 
by the Director. 
‘‘(3) Serve as the lead, governmentwide official 
responsible for supporting Government service deliv-
ery. 
‘‘(4) Advise the Director concerning the im-
provement of Government service delivery provided 
by agencies. 
‘‘(5) In consultation with each lead agency serv-
ice delivery official and any other agency stakeholder 
as appropriate, develop and oversee the implementa-
tion 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 indi-
vidual, business, or organization interacting 
with an agency; 
‘‘(B) solicit and consider voluntary feed-
back on the Government service delivery by the 
agency; 
‘‘(C) assess Government service delivery 
processes; 
‘‘(D) consider the factors of ease, effi-
ciency, transparency, accessibility, fairness, bur-
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den (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 sec-
tion 3307 of title 41. 
‘‘(6) Collect and report qualitative and quan-
titative information or data on Government service 
delivery through existing reporting mechanisms. 
‘‘(7) Evaluate the quality of Government service 
delivery, including through the establishment of per-
formance metrics developed using the standards, 
policies, and guidelines developed pursuant to para-
graph (5) and the information or data collected and 
reported pursuant to paragraph (6). 
‘‘(8) Engage with stakeholders to identify lead-
ing 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 Inte-
grated Digital Experience Act (15 U.S.C. 3501 note; 
Public Law 115–336), are identified in agency con-
gressional budget justifications. 
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‘‘(10) Coordinate with Office of Management 
and Budget stakeholders and other agency stake-
holders on Government service delivery. 
‘‘(11) In collaboration with relevant agency offi-
cials as appropriate, and in coordination with rel-
evant Office of Management and Budget stake-
holders, 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. 
‘‘§ 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
OFFI-
CIALS.—Not later than one year after the date of the en-
actment 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 
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subchapter who shall have the following duties and au-
thorities: 
‘‘(1) Report directly to the head or deputy head 
of the agency. 
‘‘(2) Possess sufficient operational authority to 
effectuate implementation of Government service de-
livery 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 ap-
propriate, efforts to improve and enhance the Gov-
ernment service delivery and Government service de-
livery channels of the agency. 
‘‘(4) At the direction of the Federal Govern-
ment Service Delivery Lead, submit an implementa-
tion plan for improving agency Government service 
delivery. 
‘‘(5) Coordinate the collection and reporting of 
the data and information required pursuant to sec-
tion 322 and use such data and information to im-
prove Government service delivery. 
‘‘(6) Facilitate collaboration among and be-
tween offices, and components within the agency and 
with other agencies as appropriate, in coordination 
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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 Expe-
rience Act (15 U.S.C. 3501 note; Public Law 115– 
336). 
‘‘(8) Assist in the incorporation of the Govern-
ment 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 di-
minish or reduce the authority of agency Chief Informa-
tion Officers for information resources management pro-
vided in section 11315 of title 40 or those authorities to 
manage information resources to accomplish agency mis-
sions 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 
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of the United States shall submit to the relevant congres-
sional 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 im-
plementation 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 sub-
mit 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 im-
plementation and effectiveness of such subchapter. 
(3) A summary and assessment of the useful-
ness of the metrics such subchapter requires the 
Federal Government Service Delivery Lead to estab-
lish and report for the purpose of assessing the qual-
ity of Government service delivery provided by agen-
cies, including metrics to assess the efforts of high 
impact service providers in improving services. 
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(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 IM-
PACT 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 sub-
section (a). 
(3) 
RELEVANT
CONGRESSIONAL
COMMIT-
TEES.—The term ‘‘relevant congressional commit-
tees’’ means the Committee on Oversight and Ac-
countability of the House of Representatives and the 
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Committee on Homeland Security and Governmental 
Affairs of the Senate. 
Passed the House of Representatives May 21, 2024. 
Attest: 
KEVIN F. MCCUMBER, 
Clerk. 
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