HR 5887 — Government Service Delivery Improvement Act

changes in existing law made by 
the bill, as reported, are shown as follows (existing law 
proposed to be omitted is enclosed in brackets, new matter is 
printed in italic, and existing law in which no change is 
proposed is shown in roman):

UNITED STATES CODE

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TITLE V--GOVERNMENT ORGANIZATION AND EMPLOYEES

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PART I--THE AGENCIES GENERALLY

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CHAPTER III--POWERS

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Table of sections

 SUBCHAPTER I--GENERAL PROVISIONS

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 SUBCHAPTER II--FEDERAL EVIDENCE BUILDING ACTIVITIES

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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.

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Subchapter III--Federal Government Service Delivery

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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 primary 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 re- porting 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, 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.
 (11) In collaboration with relevant agency officials 
 as appropriate, 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) Submit to the Federal Government Service Delivery 
 Lead 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.

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