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118-hr-5887118th Congress

Government Service Delivery Improvement Act

Sponsored By: Representative Khanna, Ro [D-CA-17]

Became Law

Summary

This law creates a government-wide framework focused on improving government service delivery. It requires the Office of Management and Budget to appoint a Federal Government Service Delivery Lead and pushes agencies to measure and redesign how they deliver benefits and services.

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  • Families, businesses, and organizations: Interactions across in-person, phone, mail, and digital channels will be measured and improved. Agencies must collect feedback and track metrics such as wait and processing times to make services easier, fairer, and more accessible.
  • Agencies: Each agency must name a senior service delivery official within one year who reports to the agency head and has authority to implement improvements. Officials must submit implementation plans and use data to guide changes.
  • Oversight and resources: The OMB Lead will set government-wide standards, align agency websites with the 21st Century Integrated Digital Experience Act, and coordinate high-impact programs. OMB must report to Congress in 1 year and the Government Accountability Office must assess implementation in 2 years, and agencies must comply using existing funds.

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Bill Overview

Analyzed Economic Effects

4 provisions identified: 3 benefits, 1 costs, 0 mixed.

Every agency names a service lead

Each federal agency must name a senior official to lead service delivery within one year. This official reports to the agency head, has authority to make changes, and works with OMB’s lead. The official must collect and use service data, plan improvements, and help align websites with digital experience law. Agencies must fold these service goals into their regular plans.

OMB sets standards for federal services

The law creates a Federal Government Service Delivery Lead at OMB. This leader sets government‑wide standards and metrics for how agencies deliver services in person, by mail, online, and by phone. The Lead collects and reports service data, shares best practices, and focuses attention on high‑impact programs. The law also defines key terms and confirms that contractors and nonprofits running federally funded programs are covered. These requirements take effect upon enactment.

Reports track federal service progress

OMB must report to Congress within one year on how well the new service rules work, including the usefulness of its metrics. GAO must report within two years with an independent assessment and recommendations. These reports help guide fixes and keep agencies accountable.

Agencies use existing funds only

The law provides no new money. Agencies must carry out all service‑delivery changes using their current budgets. Agencies still must meet the new standards and reporting rules.

Sponsors & CoSponsors

Sponsor

Khanna, Ro [D-CA-17]

CA • D

Cosponsors

  • Rep. Timmons, William R. [R-SC-4]

    SC • R

    Sponsored 10/3/2023

  • Rep. Donalds, Byron [R-FL-19]

    FL • R

    Sponsored 10/3/2023

  • Rep. Loudermilk, Barry [R-GA-11]

    GA • R

    Sponsored 10/3/2023

  • Rep. Mace, Nancy [R-SC-1]

    SC • R

    Sponsored 12/5/2023

  • Rep. Davis, Donald G. [D-NC-1]

    NC • D

    Sponsored 12/5/2023

  • Rep. Kilmer, Derek [D-WA-6]

    WA • D

    Sponsored 12/5/2023

  • Rep. Connolly, Gerald E. [D-VA-11]

    VA • D

    Sponsored 2/5/2024

  • Rep. Porter, Katie [D-CA-47]

    CA • D

    Sponsored 5/21/2024

Roll Call Votes

No roll call votes available for this bill.

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