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.