Government Service Delivery Improvement Act

Bill: 118-hr-5887
Sponsor: full_name: Rep. Khanna, Ro [D-CA-17]
Introduced: 2023-10-03
Policy area: Government Operations and Politics
Subjects: Executive agency funding and structure

Federal officials

Government studies and investigations

Office of Management and Budget (OMB)
Latest action: action_date: 2025-01-04
text: Became Public Law No: 118-231.

Summaries:
action_date: 2023-10-03
action_desc: Introduced in House
text: <p><strong>Government Service Delivery Improvement Act</strong></p><p>This bill requires that certain government officials be responsible for improving government service delivery (i.e., providing benefits or services to individuals, businesses, and organizations via agencies or programs).</p><p>The bill requires the Office of Management and Budget (OMB) to designate or appoint a senior official within OMB as the Federal Government Service Delivery Lead.&nbsp;The primary responsibility of this individual shall be to coordinate government-wide efforts to improve government service delivery. The bill also requires the heads of certain executive branch agencies to be responsible for their respective agency's government service delivery, including continuously improving and enhancing government services. Each such agency head shall also designate or appoint a senior official of the agency whose duties shall include coordinating and executing efforts to improve and enhance the agency's government service delivery.&nbsp;&nbsp;</p>

action_date: 2025-01-04
action_desc: Public Law
text: <p><strong>Government Service Delivery Improvement Act</strong></p><p>This act requires that certain government officials be responsible for improving government service delivery (i.e., actions by executive branch agencies related to providing benefits or services to individuals, businesses, and organizations).</p><p>The act&nbsp;requires the Office of Management and Budget (OMB) to designate or appoint a senior official within OMB as the Federal Government Service Delivery Lead.&nbsp;This individual is responsible for&nbsp;coordinating government-wide efforts to improve government service delivery by agencies. The act also requires the head of each agency to be responsible for the agency's government service delivery, including improving and enhancing government services to better achieve the mission of the agency and build and maintain trust, transparency, and accountability.</p><p>Each agency head shall also designate or appoint a senior official of the agency whose duties shall include coordinating and executing efforts to improve and enhance the agency's government service delivery and government service delivery channels (i.e., the mediums of interaction or transaction with the federal government, such as mail, phone, or website).&nbsp;</p>

tv_txt: I 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 H. R. 5887 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.

1. Short title This Act may be cited as the Government Service Delivery Improvement Act . 2. Federal Government service delivery (a) Amendment Chapter 3 of title 5, United States Code, is amended by adding at the end the following: 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 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 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. 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, transparency, accessibility, fairness, burden (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 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 developed 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, 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 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: 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 Management 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 relevant congressional committees means the Committee on Oversight and Accountability of the House of Representatives and 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.

tv_txt: II Calendar No. 686 118th CONGRESS 2d Session H. R. 5887 [Report No. 118–283] IN THE SENATE OF THE UNITED STATES May 22, 2024 Received; read twice and referred to the Committee on Homeland Security and Governmental Affairs December 9, 2024 Reported by Mr. Peters , without amendment 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.

1. Short title This Act may be cited as the Government Service Delivery Improvement Act . 2. Federal Government service delivery (a) Amendment Chapter 3 of title 5, United States Code, is amended by adding at the end the following: 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 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 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. 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, transparency, accessibility, fairness, burden (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 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 developed 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, 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 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: 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 Management 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 relevant congressional committees means the Committee on Oversight and Accountability of the House of Representatives and the Committee on Homeland Security and Governmental Affairs of the Senate.

December 9, 2024 Reported without amendment

tv_txt: 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 improve Government service delivery, and build related capacity for the Federal Government, and for other purposes.

1. Short title This Act may be cited as the Government Service Delivery Improvement Act . 2. Federal Government service delivery (a) Amendment Chapter 3 of title 5, United States Code, is amended by adding at the end the following: 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 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 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. 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, transparency, accessibility, fairness, burden (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 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 developed 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, 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 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: 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 Management 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 relevant congressional committees means the Committee on Oversight and Accountability of the House of Representatives and the Committee on Homeland Security and Governmental Affairs of the Senate.

Passed the House of Representatives May 21, 2024. Kevin F. McCumber, Clerk.

tv_txt: I 118th CONGRESS 2d Session H. R. 5887 IN THE HOUSE OF REPRESENTATIVES 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.

1. Short title This Act may be cited as the Government Service Delivery Improvement Act . 2. Federal Government service delivery (a) Amendment Chapter 3 of title 5, United States Code, is amended by adding at the end the following: 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 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 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. 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, transparency, accessibility, fairness, burden (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 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 developed 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, 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 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: 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 Management 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 relevant congressional committees means the Committee on Oversight and Accountability of the House of Representatives and the Committee on Homeland Security and Governmental Affairs of the Senate.

Passed the House of Representatives May 21, 2024. Kevin F. McCumber, Clerk.

tv_txt: I 118th CONGRESS 1st Session H. R. 5887 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 improve Government service delivery, and build related capacity for the Federal Government, and for other purposes.

1. Short title This Act may be cited as the Government Service Delivery Improvement Act . 2. Federal Government service delivery (a) Amendment Chapter 3 of title 5, United States Code, is amended by adding at the end the following: 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 Budget. (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 organization (such as a grantee or State, local, or Tribal entity) that interacts with an agency or program (including 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 application for or receipt of a Government service or benefit, the request or filing of an agency document or record, or the use of a Federal facility or property). (4) Government service delivery channel The term Government service delivery channel means a significant interaction with the Federal Government that is in-person, by mail, through a digital service, by telephone, through a contact center, 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 agency. 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 primary responsibility is to coordinate governmentwide efforts to improve Government service delivery and related experiences. 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 official responsible for Government service delivery by the Federal Government. (4) Advise the Director concerning the continuous improvement of Government service delivery provided by agencies. (5) Develop and oversee 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 needs from the perspective of an individual or entity interacting with a Government service or program; (B) solicit and consider voluntary feedback; (C) assess key aspects of the experience of individuals and entities with agencies; and (D) consider the factors of ease, efficiency, transparency, accessibility, fairness, burden (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 program. (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 reported through existing Office of Management and Budget reporting mechanisms, to evaluate the quality of Government service delivery provided by agencies, including metrics to assess the quality of Government service delivery provided by agencies and the process of high impact service providers in improving services. (8) Engage with stakeholders to identify best practices in service design and Government service delivery that would improve Government service delivery across agencies. (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 Integrated Digital Experience Act ( 15 U.S.C. 3501 note; Public Law 115–336 ), are prioritized in congressional budget justifications. (11) Coordinate with Office of Management and Budget stakeholders, including the Administrator of the United States Digital Service and the Administrator of the Office of Information and Regulatory Affairs, and other agency stakeholders, including 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. 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 mission of the agency and build and maintain trust, transparency, 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 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 delivery provided by their agency. (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 between 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 Experience Act ( 15 U.S.C. 3501 note; Public Law 115–336 ) and provide improved digital services and service delivery. (8) Assist in the incorporation of the Government service delivery requirements by the agency established 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 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) 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.