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 
‘‘§ 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 ‘Govern-
ment 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.
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‘‘§ 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, trans-
parency, accessibility, fairness, burden (as defined in sec-
tion 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 devel-
oped 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,
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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, trans-
parency, 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). 
‘‘§ 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:
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‘‘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 Manage-
ment 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 ‘‘rel-
evant congressional committees’’ means the Committee on Over-
sight and Accountability of the House of Representatives and
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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.