I 
118TH CONGRESS 
1ST SESSION H. R. 5887 
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. 
IN THE HOUSE OF REPRESENTATIVES 
OCTOBER 3, 2023 
Mr. KHANNA (for himself, Mr. TIMMONS, Mr. DONALDS, and Mr. 
LOUDERMILK) introduced the following bill 
OCTOBER 25, 2023 
Referred to the Committee on Oversight and Accountability 
A BILL 
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, 
SECTION 1. SHORT TITLE. 
This Act may be cited as the ‘‘Government Service 
Delivery Improvement Act’’. 
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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’ means the 
agencies listed in section 901(b) of title 31. 
‘‘(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 the Federal Government related to providing a 
benefit or service to an individual, business, or orga-
nization (such as a grantee or State, local, or Tribal 
entity) that interacts with an agency or program (in-
cluding an interaction with a Federal employee, 
agency contractor acting on behalf of a Federal 
agency, or through a Federal information system or 
internet based interface) including any point of the 
Government service delivery process (such as the ap-
plication for or receipt of a Government service or 
benefit, the request or filing of an agency document 
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or record, or the use of a Federal facility or prop-
erty). 
‘‘(4) GOVERNMENT SERVICE DELIVERY CHAN-
NEL.—The term ‘Government service delivery chan-
nel’ means a significant interaction with the Federal 
Government that is in-person, by mail, through a 
digital service, by telephone, through a contact cen-
ter, through outreach and communication, and 
through collaboration with a third party and 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 agen-
cy. 
‘‘§ 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 pri-
mary responsibility is to coordinate governmentwide ef-
forts to improve Government service delivery and related 
experiences. The individual shall have the following duties 
and authorities: 
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‘‘(1) Facilitate and coordinate governmentwide 
efforts to improve Government service delivery pro-
vided 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 official responsible for 
Government service delivery by the Federal Govern-
ment. 
‘‘(4) Advise the Director concerning the contin-
uous improvement of Government service delivery 
provided by agencies. 
‘‘(5) Develop and oversee implementation of 
governmentwide Government service delivery stand-
ards, policies, and guidelines for services and pro-
grams provided by agencies, including standards, 
policies, and guidelines to— 
‘‘(A) understand needs from the perspec-
tive of an individual or entity interacting with 
a Government service or program; 
‘‘(B) solicit and consider voluntary feed-
back; 
‘‘(C) assess key aspects of the experience 
of individuals and entities with agencies; and 
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‘‘(D) consider the factors of ease, effi-
ciency, transparency, accessibility, fairness, bur-
den (as defined in section 3502 of title 44), and 
duration, including wait and processing times, 
with respect to the interaction of an individual 
or entity with a Government service or pro-
gram. 
‘‘(6) Evaluate the quality of Government service 
delivery provided by agencies using the standards, 
policies, and guidelines developed in paragraph (5) 
to improve and enhance Government service delivery. 
‘‘(7) Establish metrics, to be collected and re-
ported through existing Office of Management and 
Budget reporting mechanisms, to evaluate the qual-
ity of Government service delivery provided by agen-
cies, including metrics to assess the quality of Gov-
ernment service delivery provided by agencies and 
the process of high impact service providers in im-
proving services. 
‘‘(8) Engage with stakeholders to identify best 
practices in service design and Government service 
delivery that would improve Government service de-
livery across agencies. 
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‘‘(9) Encourage the adoption of commercial 
products and services in accordance with section 
3307 of title 41. 
‘‘(10) 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 prioritized in congres-
sional budget justifications. 
‘‘(11) Coordinate with Office of Management 
and Budget stakeholders, including the Adminis-
trator of the United States Digital Service and the 
Administrator of the Office of Information and Reg-
ulatory Affairs, and other agency stakeholders, in-
cluding the Administrator of General Services and 
the Director of the Office of Personnel Management, 
on Government service delivery. 
‘‘(12) In coordination with stakeholders, ensure 
that websites of agencies, including those designated 
as high impact service providers, are consistent with 
the objectives of this subchapter, the 21st Century 
Integrated Digital Experience Act, and any other 
applicable law. 
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‘‘§ 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 continuously improving and 
enhancing Government services to better achieve the mis-
sion of the agency and build and maintain trust, trans-
parency, 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 
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 
high impact government service providers. 
‘‘(3) Coordinate and execute, as appropriate, 
under the direction of the head of the agency, efforts 
to improve and enhance the Government service de-
livery provided by their agency. 
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‘‘(4) Submit to the Federal Government Service 
Delivery Lead an implementation plan for improving 
agency Government service delivery. 
‘‘(5) Coordinate the development and use of 
qualitative and quantitative metrics on Government 
service delivery. 
‘‘(6) Facilitate collaboration among and be-
tween offices, components, and within the agency 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) and provide improved digital services and serv-
ice delivery. 
‘‘(8) Assist in the incorporation of the Govern-
ment service delivery requirements by the agency es-
tablished under this subchapter in agency plans and 
learning agendas.’’. 
(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.’’. 
(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) 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. 
(e) AGENCY DEFINED.—In this section, the term 
‘‘agency’’ means each agency listed in section 901(b) of 
title 31, United States Code. 
Æ 
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