[Congressional Record Volume 170, Number 88 (Tuesday, May 21, 2024)]
[House]
[Pages H3367-H3369]
From the Congressional Record Online through the Government Publishing Office [www.gpo.gov]




              GOVERNMENT SERVICE DELIVERY IMPROVEMENT ACT

  Ms. MACE. Madam Speaker, I move to suspend the rules and pass the 
bill (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, as amended.
  The Clerk read the title of the bill.
  The text of the bill is as follows:

                               H.R. 5887

       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' 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 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.

[[Page H3368]]

       ``(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 reporting 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 and other agency stakeholders on Government 
     service delivery.
       ``(11) In collaboration with relevant agency officials as 
     appropriate, and in coordination with relevant Office of 
     Management and Budget stakeholders, 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) At the direction of the Federal Government Service 
     Delivery Lead, submit 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.''.
       (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.
``324. Rule of construction''.
       (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) Agency Report.--Not later than 1 year after the date of 
     the enactment of this Act, the Director of the Office of 
     Management and Budget, in coordination with the Federal 
     Government Service Delivery Lead, shall submit to the 
     relevant congressional committees a report that includes the 
     following:
       (1) An assessment on 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.
       (3) A summary and assessment of the usefulness of the 
     metrics such subchapter requires the Federal Government 
     Service Delivery Lead to establish and report for the purpose 
     of assessing the quality of Government service delivery 
     provided by agencies, including metrics to assess the efforts 
     of high impact service providers in improving services.
       (e) 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.
       (f) Definitions.--In this section:
       (1) Agency.--The term ``agency'' means each agency listed 
     in section 3502 of title 44, United States Code.
       (2) Government service delivery; high impact service 
     provider.--The terms ``Government service delivery'' and 
     ``high impact service provider'' have the meaning given those 
     terms in section 321 of title 5, United States Code, as added 
     by subsection (a).
       (3) Relevant congressional committees.--The term ``relevant 
     congressional committees'' means the Committee on Oversight 
     and Accountability of the House of Representatives and the 
     Committee on Homeland Security and Governmental Affairs of 
     the Senate.

  The SPEAKER pro tempore. Pursuant to the rule, the gentlewoman from 
South Carolina (Ms. Mace) and the gentleman from Maryland (Mr. Raskin) 
each will control 20 minutes.
  The Chair recognizes the gentlewoman from South Carolina.


                             General Leave

  Ms. MACE. Madam Speaker, I ask unanimous consent that all Members 
have 5 legislative days in which to revise and extend their remarks and 
include extraneous material on this measure.
  The SPEAKER pro tempore. Is there objection to the request of the 
gentlewoman from South Carolina?
  There was no objection.
  Ms. MACE. Madam Speaker, I yield myself such time as I may consume.
  Madam Speaker, I rise today in support of H.R. 5887.
  Outdated bureaucratic government processes make it challenging and 
costly to deliver government services. This wastes taxpayer dollars and 
creates opportunities for fraud and abuse.
  These processes do not change because Federal agencies lack a single, 
designated official that Congress can hold accountable for program 
service delivery, including agency-wide backlogs, unprocessed 
applications, or improperly delivered benefits.
  Many agency officials, program managers, policymakers, and human 
resource managers, are responsible for specific parts of the problem, 
but developing solutions to poor government service delivery will 
require someone to be responsible for agency-wide coordination.
  The Government Service Delivery Improvement Act addresses this 
problem by requiring the Office of Management and Budget and Federal 
agencies to designate a senior official accountable for improving 
government service delivery and facilitating process reforms.
  The government-wide official will develop standards, policies, and 
performance metrics to ensure agency progress.
  Also under the bill, senior agency officials designated to be 
responsible for improving government service delivery will also be 
required to coordinate with other existing agency officials, such as

[[Page H3369]]

the chief information officer, chief procurement officer, and program 
managers as they work to improve agency operations and implement policy 
reforms.
  H.R. 5887's expansion of the Bipartisan 21st Century Integrated 
Digital Experience Act of 2018 will improve congressional oversight 
over the administration's government service delivery reform efforts.
  I am thankful for the work of my colleagues, Representatives Khanna 
and Timmons, for their work on this important legislation. Of course, I 
encourage all of my colleagues to support this commonsense, bipartisan 
bill, and I reserve the balance of my time.
  Mr. RASKIN. Madam Speaker, I yield myself such time as I may consume.
  Madam Speaker, I thank the distinguished gentlewoman, again, from 
South Carolina, and I thank my wonderful colleague from California, Mr. 
Ro Khanna, for his leadership on H.R. 5887, the Government Service 
Delivery Improvement Act. I am really proud to declare our support for 
this bipartisan legislation.
  Federal Government services should be accessible and responsive to 
the American people. This means ensuring agencies have the resources 
and staffing they need to fulfill their missions, as well as the 
infrastructure and technology they need to have effective interactions 
with the public. Committee Democrats have fought for adequate funding 
so that the government makes the necessary Federal IT modernization 
investments that our agencies need to deliver for the people. It also 
means strengthening and standardizing Federal agencies' efforts to 
improve the delivery of government services.
  Mr. Khanna's bill would create a Federal Government service delivery 
lead position in the Office of Management and Budget to coordinate 
government-wide efforts to improve the delivery of services. Working 
with lead service delivery officials designated at each Federal agency, 
the service delivery lead at OMB would develop and oversee the 
implementation of government-wide standards, policies, and guidelines 
to improve government service delivery, and would evaluate agency 
progress, including by collecting and reporting information, data, and 
metrics.
  This bipartisan bill will help ensure the Federal government is 
providing the best service possible to the people and that it is acting 
in transparent, methodical, and accountable ways to improve our 
delivery of government services.
  I urge all my colleagues to support H.R. 5887.
  Madam Speaker, I yield 3 minutes to the distinguished gentleman from 
California (Mr. Khanna).
  Mr. KHANNA. Madam Speaker, I rise today in strong support of the 
Government Service Delivery Improvement Act, H.R. 5887. I did want to 
say a word about our ranking member. I appreciate his support, but I 
have also come to appreciate at these times his erudition from the 
House floor. Every time he speaks about history, I learn something, and 
I have really appreciated his leadership and statements recently.
  I appreciate Representative Mace, Representative Timmons, 
Representatives Donalds, Loudermilk, and, of course, our Ranking 
Members Raskin and Connolly for truly making this a bipartisan effort, 
and Selene Ceja on our team and the Oversight and Accountability 
Committee staff who have been incredible on both sides.
  I am proud to say that this bipartisan legislation passed unanimously 
in the House Committee on Oversight and Accountability with a vote of 
44-0.
  The Government Service Delivery Improvement Act builds upon the 
progress made by the 21st Century Integrated Digital Experience, or 
21st Century IDEA. While the IDEA Act primarily focused on digital 
services, this bill takes the next step by addressing all service 
channels, including online, in-person, and by phone.
  What sets this bill apart is its whole-of-government approach. It 
recognizes that improving service delivery requires collaboration. The 
bill directs the head of Federal agencies to each designate a senior 
official responsible for improving services, and it requires the Office 
of Management and Budget to select a senior official to coordinate 
efforts across Federal agencies.

  We really appreciated working with the OMB and with both the 
Democratic and Republican oversight staffs who have been excellent. 
These officials will help agencies implement best practices, measure 
progress, and enhance coordination.
  The Government Service Delivery Improvement Act prioritizes 
constituents' experience by mandating agencies to incorporate service 
delivery into their strategic plan.
  Madam Speaker, the Government Service Delivery Improvement Act 
represents a significant step forward in creating a more responsive, 
efficient, and service-delivery oriented Federal Government. It is a 
commonsense approach to improving government services.
  I thank, again, Representative Mace, who has always been a pleasure 
to work with, and our lead, Ranking Member Raskin.
  Madam Speaker, I urge all my colleagues to join me in voting ``yes'' 
on H.R. 5887.
  Ms. MACE. Madam Speaker, I yield 3 minutes to the gentleman from 
South Carolina (Mr. Timmons).
  Mr. TIMMONS. Madam Speaker, I thank my colleague, Ro Khanna, for his 
leadership on this bill.
  Over the past year and a half, the Oversight and Accountability 
Committee has investigated numerous instances of our government failing 
to provide adequate service to the American people. From passport 
backlogs to delays for veterans requesting personnel records, we simply 
need to do better.
  As Members of Congress, some of our most rewarding work is helping 
our constituents who are caught up in the web of government red tape. 
Whether they are a small business trying to get records from the IRS, 
someone in need of an emergency passport, or a senior requiring a long 
overdue answer from Social Security, our assistance is often how we 
make our most immediate impact on our communities. However, frankly, 
many of these issues we deal with most shouldn't require our assistance 
at all. They are a failure of agencies to prioritize innovation and 
customer service.
  In order to fix this failure, this Government Service Delivery 
Improvement Act tasks OMB with designating a senior official to 
coordinate agency efforts to work more efficiently and deliver services 
in a timely and unwasteful manner. This bill will also require the 
designation of a senior official for every Federal agency that will be 
responsible for improving the service delivery of that particular 
agency.
  This bill allows Congress to further hold agency heads accountable to 
drive necessary changes, enhance services, and ultimately foster 
greater trust with the people they serve.
  The Government Service Delivery Improvement Act isn't just about 
streamlining processes, it is about rebuilding trust between the 
government and its people. It is about ensuring that when Americans 
turn to their government for assistance, they are met with efficiency, 
reliability, and, above all, respect.
  With that, Madam Speaker, I, again, thank my friend, Mr. Khanna, for 
his leadership on this bill and Chairman Mace for her assistance in 
bringing this to the floor.
  Madam Speaker, I urge all Members of this House to support the bill.
  Mr. RASKIN. Madam Speaker, I urge everyone to support the 
legislation, and I yield the back the balance of my time.
  Ms. MACE. In closing, Madam Speaker, I encourage all my colleagues to 
support this bill which will improve Federal Government programs 
service delivery for the American people, and I yield back the balance 
of my time.
  The SPEAKER pro tempore. The question is on the motion offered by the 
gentlewoman from South Carolina (Ms. Mace) that the House suspend the 
rules and pass the bill, H.R. 5887, 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.

                          ____________________