[Congressional Bills 118th Congress]
[From the U.S. Government Publishing Office]
[H.R. 5887 Introduced in House (IH)]
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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 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' 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.
``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
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.
``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 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.
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