[Congressional Bills 118th Congress]
[From the U.S. Government Publishing Office]
[H.R. 5887 Engrossed in House (EH)]
<DOC>
118th CONGRESS
2d Session
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.
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
``Sec. 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.
``Sec. 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.
``Sec. 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).
``Sec. 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.
Attest:
Clerk.
118th CONGRESS
2d Session
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.