[Congressional Bills 118th Congress]
[From the U.S. Government Publishing Office]
[H.R. 5887 Enrolled Bill (ENR)]
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
``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.
Speaker of the House of Representatives.
Vice President of the United States and
President of the Senate.