[Congressional Record Volume 164, Number 188 (Thursday, November 29, 2018)]
[House]
[Pages H9720-H9722]
From the Congressional Record Online through the Government Publishing Office [www.gpo.gov]




             21ST CENTURY INTEGRATED DIGITAL EXPERIENCE ACT

  Mr. COMER. Mr. Speaker, I move to suspend the rules and pass the bill 
(H.R. 5759) to improve executive agency digital services, and for other 
purposes, as amended.
  The Clerk read the title of the bill.
  The text of the bill is as follows:

                               H.R. 5759

       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 ``21st Century Integrated 
     Digital Experience Act'' or the ``21st Century IDEA''.

     SEC. 2. DEFINITIONS.

       In this Act:
       (1) Director.--The term ``Director'' means the Director of 
     the Office of Management and Budget.
       (2) Executive agency.--The term ``executive agency'' has 
     the meaning given the term ``Executive agency'' in section 
     105 of title 5, United States Code.

     SEC. 3. WEBSITE MODERNIZATION.

       (a) Requirements for New Websites and Digital Services.--
     Not later than 180 days after the date of enactment of this 
     Act, an executive agency that creates a website or digital 
     service that is intended for use by the public, or conducts a 
     redesign of an existing legacy website or digital service 
     that is intended for use by the public, shall ensure to the 
     greatest extent practicable that any new or redesigned 
     website, web-based form, web-based application, or digital 
     service--
       (1) is accessible to individuals with disabilities in 
     accordance with section 508 of the Rehabilitation Act of 1973 
     (29 U.S.C. 794d);
       (2) has a consistent appearance;
       (3) does not overlap with or duplicate any legacy websites 
     and, if applicable, ensure that legacy websites are regularly 
     reviewed, eliminated, and consolidated;
       (4) contains a search function that allows users to easily 
     search content intended for public use;
       (5) is provided through an industry standard secure 
     connection;
       (6) is designed around user needs with data-driven analysis 
     influencing management and development decisions, using 
     qualitative and quantitative data to determine user goals, 
     needs, and behaviors, and continually test the website, web-
     based form, web-based application, or digital service to 
     ensure that user needs are addressed;
       (7) provides users of the new or redesigned website, web-
     based form, web-based application, or digital service with 
     the option for a more customized digital experience that 
     allows users to complete digital transactions in an efficient 
     and accurate manner; and
       (8) is fully functional and usable on common mobile 
     devices.
       (b) Requirements for Existing Executive Agency Websites and 
     Digital Services.--Not later than 1 year after the date of 
     enactment of this Act, the head of each executive agency that 
     maintains a website or digital service that is made available 
     to the public shall--
       (1) review each website or digital service; and
       (2) submit to Congress a report that includes--
       (A) a list of the websites and digital services maintained 
     by the executive agency that are most viewed or utilized by 
     the public or are otherwise important for public engagement;
       (B) from among the websites and digital services listed 
     under subparagraph (A), a prioritization of websites and 
     digital services that require modernization to meet the 
     requirements under subsection (a); and
       (C) an estimation of the cost and schedule of modernizing 
     the websites and digital services prioritized under 
     subparagraph (B).
       (c) Internal Digital Services.--The head of each executive 
     agency shall ensure, to the greatest extent practicable, that 
     any Intranet established after the date of enactment of this 
     Act conforms to the requirements described in subsection (a).
       (d) Public Reporting.--Not later than 1 year after the date 
     of enactment of this Act and every year thereafter for 4 
     years, the head of each executive agency shall--
       (1) report annually to the Director on the progress of the 
     executive agency in implementing the requirements described 
     in this section for the previous year; and
       (2) include the information described in paragraph (1) in a 
     publicly available report that is required under another 
     provision of law.
       (e) Compliance With United States Website Standards.--Any 
     website of an executive agency that is made available to the 
     public after the date of enactment of this Act shall be in 
     compliance with the website standards of the Technology 
     Transformation Services of the General Services 
     Administration.

     SEC. 4. DIGITIZATION OF GOVERNMENT SERVICES AND FORMS.

       (a) Non-digital Services.--Not later than 180 days after 
     the date of enactment of this Act, the Director shall issue 
     guidance to the head of each executive agency that 
     establishes a process for the executive agency to--
       (1) identify public non-digital, paper-based, or in-person 
     Government services; and
       (2) include in the budget request of the executive agency--
       (A) a list of non-digital services with the greatest impact 
     that could be made available to the public through an online, 
     mobile-friendly, digital service option in a manner that 
     decreases cost, increases digital conversion rates, and 
     improves customer experience; and
       (B) an estimation of the cost and schedule associated with 
     carrying out the modernization described in subparagraph (A).
       (b) Services Required to Be Digital.--The head of each 
     executive agency shall regularly review public-facing 
     applications and services to ensure that those applications 
     and services are, to the greatest extent practicable, made 
     available to the public in a digital format.
       (c) Forms Required to Be Digital.--Not later than 2 years 
     after the enactment of this Act, the head of each executive 
     agency shall ensure that any paper based form that is related 
     to serving the public is made available in a digital format 
     that meets the requirements described in section 3(a).
       (d) Non-digitizable Processes.--If the head of an executive 
     agency cannot make available in a digital format under this 
     section an in-person Government service, form, or paper-based 
     process, the head of the executive agency shall document--
       (1) the title of the in-person Government service, form, or 
     paper-based process;
       (2) a description of the in-person Government service, 
     form, or paper-based process;
       (3) each unit responsible for the in-person Government 
     service, form, or paper-based process and the location of 
     each unit in the organizational hierarchy of the executive 
     agency;
       (4) any reasons why the in-person Government service, form, 
     or paper-based process cannot be made available under this 
     section; and
       (5) any potential solutions that could allow the in-person 
     Government service, form, or paper-based process to be made 
     available under this section, including the implementation of 
     existing technologies, procedural changes, regulatory 
     changes, and legislative changes.
       (e) Physical Availability.--Each executive agency shall 
     maintain an accessible method of completing digital services 
     through in-person, paper-based, or other means, such that 
     individuals without the ability to use digital services are 
     not deprived of or impeded in access to those digital 
     services.

     SEC. 5. ELECTRONIC SIGNATURES.

       Not later than 180 days after the date of the enactment of 
     this Act, the head of each executive agency shall submit to 
     the Director and the appropriate congressional committees a 
     plan to accelerate the use of electronic signatures standards 
     established under the Electronic Signatures in Global and 
     National Commerce Act (15 U.S.C. 7001 et seq.).

     SEC. 6. CUSTOMER EXPERIENCE AND DIGITAL SERVICE DELIVERY.

       The Chief Information Officer of each executive agency, or 
     a designee, shall--
       (1) coordinate and ensure alignment of the internal and 
     external customer experience programs and strategy of the 
     executive agency;
       (2) coordinate with the management leaders of the executive 
     agency, including the head of the executive agency, the Chief 
     Financial Officer, and any program manager, to ensure proper 
     funding to support the implementation of this Act;
       (3) continually examine the digital service delivery 
     strategy of the executive agency to the public and submit 
     recommendations to the head of the executive agency providing 
     guidance and best practices suitable to the mission of the 
     executive agency;
       (4) using qualitative and quantitative data obtained from 
     across the executive agency relating to the experience and 
     satisfaction of customers, identify areas of concern that 
     need improvement and improve the delivery of customer 
     service;
       (5) coordinate and ensure, with the approval of the head of 
     the executive agency, compliance by the executive agency with 
     section 3559 of title 44, United States Code; and
       (6) to the extent practicable, coordinate with other 
     agencies and seek to maintain as much standardization and 
     commonality with other agencies as practicable in 
     implementing the requirements of this Act, to best enable 
     future transitions to centralized shared services.

     SEC. 7. STANDARDIZATION.

       (a) Design and Implementation.--Each executive agency 
     shall, to the extent practicable, seek to maintain as much 
     standardization and commonality with other executive agencies 
     as practicable in implementing the requirements of this Act 
     to best enable future transitions to centralized shared 
     services.
       (b) Coordination.--The Chief Information Officer of each 
     executive agency, or a designee,

[[Page H9721]]

     shall coordinate the implementation of the requirements of 
     this Act, including the development of standards and 
     commonalities.
       (c) Federal Supply Schedule.--
       (1) In general.--The General Services Administration shall 
     make available under a Federal Supply Schedule the systems 
     and services necessary to fulfill the requirements of this 
     Act.
       (2) Requirements.--The Federal Supply Schedule described in 
     paragraph (1) shall, to the extent practicable, ensure 
     interoperability between executive agencies, compliance with 
     industry standards, and adherence to best practices for 
     design, accessibility, and information security.

  The SPEAKER pro tempore. Pursuant to the rule, the gentleman from 
Kentucky (Mr. Comer) and the gentlewoman from New York (Mrs. Carolyn B. 
Maloney) each will control 20 minutes.
  The Chair recognizes the gentleman from Kentucky.


                             General Leave

  Mr. COMER. Mr. Speaker, I ask unanimous consent that all Members may 
have 5 legislative days in which to revise and extend their remarks and 
include extraneous material on the bill under consideration.
  The SPEAKER pro tempore. Is there objection to the request of the 
gentleman from Kentucky?
  There was no objection.
  Mr. COMER. Mr. Speaker, I yield myself such time as I may consume.
  Mr. Speaker, I rise today in support of H.R. 5759 introduced by 
Congressman Khanna of California.
  The U.S. Federal Customer Experience Index measures citizen 
interactions with the Federal Government. The 2018 index gave Federal 
agencies failing scores. Citizens deserve and expect better from their 
government.
  H.R. 5759, the 21st Century Integrated Digital Experience Act, or 
21st Century IDEA, requires agencies to modernize their websites and 
digital services. 21st Century IDEA takes a systematic approach to 
modernizing websites, services, and forms, so as not to unduly burden 
agencies.
  New and redesigned agency websites will have to meet modernization 
requirements, such as being searchable, customizable, and secure.

                              {time}  1745

  Meanwhile, each agency will survey and create a plan for updating its 
existing websites and digital services, prioritizing those that are 
used most by the public. Agencies will also digitize forms so that 
electronic signatures may be used. All these modernization efforts will 
improve our constituents' experiences when interacting with Federal 
agencies.
  The bill is supported by the Information Technology Industry Council; 
The Software Alliance; Adobe; Information Technology and Innovation 
Foundation; Software & Information Industry Association; ServiceNow; 
CompTIA; and Microsoft.
  Mr. Speaker, I thank Congressman Khanna and Congressman Ratcliffe for 
introducing this important piece of legislation, and to all of the 
cosponsors on the committee.
  Mr. Speaker, I urge my colleagues to support this bill, and I reserve 
the balance of my time.
  Mrs. CAROLYN B. MALONEY of New York. Mr. Speaker, I yield myself such 
time as I may consume.
  Mr. Speaker, I rise in strong support of the 21st Century Integrated 
Digital Experience Act, and I thank my friend and colleague, 
Representative Ro Khanna, for his bipartisan work on this important 
bill.
  This bill will require agencies to modernize their public-facing 
websites and increase the types of services and forms available to the 
public in a digital format.
  Improving the capabilities of agency websites available to the public 
is essential to ensuring that the Federal Government continues to meet 
the demands of today's citizens. This bill would help to achieve that 
goal by requiring agencies to make long overdue improvements to the 
websites and digital services they provide for the public's benefit.
  For example, the bill would require that any new or redesigned 
website be accessible to people with disabilities, offer search 
functions to allow users to more easily find specific content, and use 
data-driven analysis to ensure that users' needs are being adequately 
addressed.
  This bill also would mandate that within 2 years of enactment, 
agencies provide the public with the option of completing any 
transactions by means of an online, mobile-friendly, digital format. In 
other words, on their phones.
  Finally, the bill would require agencies to submit to both the 
Director of the Office of Management and Budget and the Committee on 
Oversight and Government Reform a report on the progress being made in 
implementing the bill's requirements.
  Mr. Speaker, I yield 3 minutes to the gentleman from the great State 
of California (Mr. Khanna).
  Mr. KHANNA. Mr. Speaker, I rise in support of the IDEA Act that 
Representative  John Ratcliffe and I introduced.
  The idea behind this act is very simple. I represent Silicon Valley. 
Companies in the private sector in Silicon Valley have very 
sophisticated websites that make it really easy for consumers to use 
those websites. There is no reason that the United States Government 
shouldn't have websites that are as user friendly and easy to use. This 
bill will require our agencies to be as user friendly to citizens as 
the private sector is for consumers.
  This bill would never have taken place if it wasn't for bipartisan 
leadership. I want to particularly recognize Chairman Will Hurd, who 
not only helped with this, but gave me advice on how to draft the bill, 
and, of course, Ranking Member Robin Kelly. I also want to recognize  
John Ratcliffe for his extraordinary work; Senator Rob Portman, who has 
moved this in the Senate; and Matt Lira at the White House Office of 
American Innovation, who has been instrumental in this. It shows that 
the Congress can work to bring modern technology into government.
  Mrs. CAROLYN B. MALONEY of New York. Mr. Speaker, I urge all of my 
colleagues and Members to support this bill.
  Mr. Speaker, I have no further speakers, and I yield back the balance 
of my time.
  Mr. COMER. Mr. Speaker, I urge adoption of the bill, and I yield back 
the balance of my time.
  Mr. RATCLIFFE. Mr. Speaker, I rise today in support of H.R. 5759: the 
21st Century Integrated Digital Experience Act--also known as the 
``21st Century IDEA.''
  Mr. Speaker, I first want to thank my colleague, Representative Ro 
Khanna, for his leadership on this important legislation
  This bill is bipartisan. Because if there's one thing we can and 
should agree on--it's the federal government's duty and obligation to 
serving the American people as best we can.
  It's been a privilege to co-lead on this effort to help make sure we 
do a better job.
  We all know that there's a lot of room for improvement when it comes 
to meeting the needs of the constituents we were sent here to serve.
  But the 21st Century IDEA homes in on a particular area where our 
federal government lags staggeringly behind: digital modernization and 
technology.
  Why's this such a big issue? Because it's hurting our ability to 
ensure folks get timely and efficient help from agencies like the IRS 
or VA.
  And even though the technology we need to mitigate this problem is 
already available-we aren't using it. But as times change, and as 
citizens' needs transform, it's our job to ensure we evolve the 
services we provide.
  In today's world, this means ensuring that when citizens engage with 
the government, that interaction mirrors other modern, cost-effective 
experiences in their everyday lives.
  With everything from hailing a cab, buying groceries, or ordering a 
pizza, we've shifted away from phone calls, walk-ins, or pickups, 
toward online orders and mobile apps that save us time and, often, 
money.
  The same is true when it comes to federal agencies: Digitization 
increases the quality of service, promotes efficiency, and improves 
cost-effectiveness. In fact, recent data from the IRS shows that it 
costs an agency about $42 to help a customer on the telephone, and 
about $54 to respond to letters sent through the mail.
  The same assistance costs only 22 cents when conducted online.
  The 21st Century IDEA takes steps to catapult our federal government 
into the 21st Century by requiring specific efficiency-boosting and 
cost-saving improvements to government websites and digital services.
  These improvements include, for example, ensuring that consumers can 
connect to government sites through a secure connection, that sites 
offer search functions, that sites provide consumers a personalization 
option, and that sites consolidate redundant material

[[Page H9722]]

These changes will be overseen by a responsible agency official to 
ensure compliance.
  On top of this, agencies will be required to make paper-based forms 
available digitally within one year, to provide a digital option as an 
alternative to in-person government services within two years, to 
submit a plan to increase the use of electronic signatures on contracts 
and related documents within 180 days, and to modernize their public-
facing websites within one year.
  Consumers will no longer be required to print and fill out forms that 
must then be either faxed or mailed in.
  These digital improvements will drastically improve the way our 
federal agencies provide critical services to folks all across the 
country, including people with disabilities or those who live in rural 
areas with limited access to traditional, in-person assistance services 
all while saving countless taxpayer dollars.
  I cannot stress it enough that the federal government is supposed to 
work for the American people. And we owe it to them to do a better job.
  The tools we need to restore the United States' global leadership in 
technology and digital government are already at our fingertips. Now 
it's time to act.
  I urge my colleagues to vote yes on H.R. 5759: the 21st Century 
Integrated Digital Experience Act.
  Ms. KELLY of Illinois. Mr. Speaker, I am proud to support H.R. 5759, 
the 21st Century Integrated Digital Experience Act of 2018. This 
bipartisan legislation, which was reported out of the House Oversight 
and Government Reform Committee by voice vote, seeks to modernize and 
improve the delivery of citizen facing and internal digital services by 
government agencies.
  This legislation builds on the Connected Government Act that I 
authored and which was signed into law last year. Like the Connected 
Government Act, the 21st Century IDEA requires federal agency websites 
to be mobile friendly and secure by providing citizens with an improved 
customer experience. The bill requires agencies to upgrade their online 
experiences, provide a digital, mobile friendly option for any paper-
based form, requires a plan for the expanded use of electronic 
signatures, and establishes federal agency chief information officers 
as the responsible officials inside the federal government for carrying 
out these requirements. All critical factors in improving customer 
experience.
  American citizens deserve and expect a modern, cost effective digital 
experience when interacting with the federal government. Recent data 
from the IRS shows that in-person or live assistance calls to the 
agency cost taxpayers between $40 and $60 on average, while digital 
transactions cost only $0.22 on average. A recent 2017 Forrester 
Research study on Federal Customer Experience Index also found that, 
``federal websites and mobile apps still offer experiences that are 
worse than those provided by nondigital channels like physical 
locations and call centers.'' The need for enhanced citizen-facing 
digital service delivery is clear and will dramatically drive down the 
cost of government operations and improve customer experience.
  Restoring the United States Government's global leadership in 
technology and digital government requires a new approach. To that end, 
H.R. 5759 is needed to modernize federal agency websites, support the 
increased use of mobile devices, transition away from paper-based forms 
and in-person transactions and bring the U.S. government into the 21st 
Century.

  The SPEAKER pro tempore. The question is on the motion offered by the 
gentleman from Kentucky (Mr. Comer) that the House suspend the rules 
and pass the bill, H.R. 5759, as amended.
  The question was taken; and (two-thirds being in the affirmative) the 
rules were suspended and the bill, as amended, was passed.
  A motion to reconsider was laid on the table.

                          ____________________