5 U.S.C. § 322 — Federal Government service delivery
submitted 1 year ago by Pub. L. 118-231 to r/title-5-GOVERNMENT-ORGANIZATION-AND-EMPLOYEES · 427 words · no verdicts yet
The Director of OMB must appoint a senior official to lead efforts to improve government service across agencies. This Lead sets governmentwide standards for service and collects public feedback. The Lead also measures how well agencies serve the public. The Lead makes sure agency websites and budget requests support better service.
(a) Federal Government Service Delivery* Lead. The Director* of the Office of Management and Budget (OMB) must pick a senior official — the Federal Government Service Delivery Lead — to coordinate efforts across the government to improve how agencies deliver services to the public. This Lead has eleven duties: lead and coordinate governmentwide efforts to improve service delivery, especially for agencies that serve large numbers of people (called "high impact service providers"); carry out whatever other duties the Director assigns; act as the government's lead official on service delivery; advise the Director on how to improve service delivery; working with each agency's own service-delivery official and other stakeholders, write and oversee governmentwide standards, policies, and guidelines for services — including how to understand what people, businesses, and organizations need from an agency*, how to gather and weigh voluntary feedback, how to evaluate service processes, how to weigh ease, efficiency, transparency, accessibility, fairness, "burden" (as defined in 44 U.S.C. § 3502), and how long things — including wait times and processing times — take, and how to encourage agencies to use ready-made commercial products and services under 41 U.S.C. § 3307; collect and report data on service delivery using systems that already exist; judge the quality of service delivery, including by building performance measures out of the standards and data just described; work with stakeholders to find the best practices in designing and delivering services; make sure agencies list their service-delivery projects — including work tied to the 21st Century Integrated Digital Experience Act — in their budget requests to Congress; coordinate with people at OMB and at other agencies on service delivery; and, working with the right agency officials, make sure agency websites — including those run by high impact service providers — follow the goals of this subchapter, the 21st Century Integrated Digital Experience Act, and any other law that applies.
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:
Facilitate and coordinate governmentwide efforts to improve Government service delivery provided by agencies, particularly with respect to high impact service providers.
Carry out the duties and powers prescribed by the Director.
Serve as the lead, governmentwide official responsible for supporting Government service delivery.
Advise the Director concerning the improvement of Government service delivery provided by agencies.
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—
understand the needs of an individual, business, or organization interacting with an agency;
solicit and consider voluntary feedback on the Government service delivery by the agency;
assess Government service delivery processes;
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
encourage the adoption of commercial products and services in accordance with section 3307 of title 41.
Collect and report qualitative and quantitative information or data on Government service delivery through existing reporting mechanisms.
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).
Engage with stakeholders to identify leading practices in service design and delivery that would improve Government service delivery across and within agencies.
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.
Coordinate with Office of Management and Budget stakeholders and other agency stakeholders on Government service delivery.
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.
Source credit: (Added Pub. L. 118–231, § 2(a), Jan. 4, 2025, 138 Stat. 2830.)
- 2025Enacted · Pub. L. 118-231 · 138 Stat. 2830
A history note hasn’t been published yet. The record shows enactment by Pub. L. 118-231 on 2025-01-04.
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