(1) report annually to the Director on the 
progress of the executive agency in implementing the 
requirements described in this section for the previous 
year; and 
(2) include the information described in para-
graph (1) in a publicly available report that is re-
quired under another provision of law. 
(e) COMPLIANCE WITH UNITED STATES WEBSITE 
STANDARDS.—Any website of an executive agency that is 
made available to the public after the date of enactment 
of this Act shall be in compliance with the website standards 
of the Technology Transformation Services of the General 
Services Administration. 
SEC. 4. DIGITIZATION OF GOVERNMENT SERVICES AND 
FORMS. 
(a) NON-DIGITAL SERVICES.—Not later than 180 days 
after the date of enactment of this Act, the Director shall 
issue guidance to the head of each executive agency that es-
tablishes a process for the executive agency to— 
(1) identify public non-digital, paper-based, or 
in-person Government services; and 
(2) include in the budget request of the executive 
agency— 
(A) a list of non-digital services with the 
greatest impact that could be made available to 
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the public through an online, mobile-friendly, 
digital service option in a manner that decreases 
cost, increases digital conversion rates, and im-
proves customer experience; and 
(B) an estimation of the cost and schedule 
associated with carrying out the modernization 
described in subparagraph (A). 
(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; 
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(2) a description of the in-person Government 
service, form, or paper-based process; 
(3) each unit responsible for the in-person Gov-
ernment 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, in-
cluding the implementation of existing technologies, 
procedural changes, regulatory changes, and legisla-
tive changes. 
(e) PHYSICAL AVAILABILITY.—Each executive agency 
shall maintain an accessible method of completing digital 
services through in-person, paper-based, or other means, 
such that individuals without the ability to use digital serv-
ices 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 commit-
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tees 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 DE-
LIVERY. 
The Chief Information Officer of each executive agency, 
or a designee, shall— 
(1) coordinate and ensure alignment of the inter-
nal and external customer experience programs and 
strategy of the executive agency; 
(2) coordinate with the management leaders of 
the executive agency, including the head of the execu-
tive agency, the Chief Financial Officer, and any pro-
gram manager, to ensure proper funding to support 
the implementation of this Act; 
(3) continually examine the digital service deliv-
ery strategy of the executive agency to the public and 
submit recommendations to the head of the executive 
agency providing guidance and best practices suitable 
to the mission of the executive agency; 
(4) using qualitative and quantitative data ob-
tained from across the executive agency relating to the 
experience and satisfaction of customers, identify 
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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 stand-
ardization and commonality with other agencies as 
practicable in implementing the requirements of this 
Act, to best enable future transitions to centralized 
shared services. 
SEC. 7. STANDARDIZATION. 
(a) DESIGN AND IMPLEMENTATION.—Each executive 
agency shall, to the extent practicable, seek to maintain as 
much standardization and commonality with other execu-
tive agencies as practicable in implementing the require-
ments of this Act to best enable future transitions to central-
ized 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 standards and commonalities. 
(c) FEDERAL SUPPLY SCHEDULE.— 
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