§322 Federal Government Service Delivery

Summary

The Office of Management and Budget must appoint a senior official called the Federal Government Service Delivery Lead. That person must coordinate and push for better service across federal agencies, especially at big, high-impact service providers. They must do what the OMB Director assigns, act as the main official for service delivery, and advise the Director on improvements. They must work with agency service leads to create and run governmentwide standards, policies, and guidelines for services. Those rules must cover how to learn what people need, get voluntary feedback, check service processes, and consider ease, efficiency, transparency, accessibility, fairness, burden (as defined in section 3502 of title 44), and duration including wait and processing times. They must encourage using commercial products under section 3307 of title 41, collect and report qualitative and quantitative data, set performance metrics, find best practices with stakeholders, make sure service efforts show up in agency congressional budget justifications, and ensure agency websites follow the 21st Century Integrated Digital Experience Act (15 U.S.C. 3501 note; Public Law 115–336) and other laws.