[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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