The House of Representatives passed the Government Service Delivery Improvement Act via voice vote Tuesday, which aims to improve customer experience and accountability across the Federal government.
The measure would create a new senior management position at the Office of Management and Budget (OMB) devoted to improving customer experience.
The bipartisan legislation – which would build on the 21st Century IDEA Act – was first introduced last October by Reps. Ro Khanna, D-Calif., Byron Donalds, R-Fla., Barry Loudermilk, R-Ga., and William Timmons R-S.C., and passed the House Oversight and Accountability Committee on a unanimous vote in February.
In addition to directing OMB to appoint a senior leader in charge of improving customer experience, the legislation would require Federal agency heads to be on the same page by declaring them “responsible for improving government services, building better trust with the public, and designating a senior agency official to drive changes,” the bill says.
“While the IDEA Act primarily focuses on digital services, this bill takes the next step by addressing all service channels, including online, in person, and by phone. What sets the bill apart is its whole of government approach. It recognizes that improving service delivery requires collaboration,” Rep. Khanna said on the House floor ahead of the bill’s approval on May 21. “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.”
“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,” Rep. Khanna said. “[It] represents a significant step forward in creating a more responsive, efficient, and service delivery oriented Federal government. It’s a commonsense approach to improving government services.”
“Over the past year and a half, the Oversight 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,” Rep. Timmons said on the House floor Tuesday. “But frankly, many of these issues we deal with most shouldn’t require our assistance at all. They’re a failure of agencies to prioritize innovation and customer service.”
“This bill will allow Congress to further hold agency heads accountable to drive necessary changes, enhance services, and ultimately foster greater trust with the people they serve,” Rep. Timmons said. “The Government Service Delivery Improvement Act isn’t just about streamlining processes. It’s about rebuilding trust between the government and its people. It’s about ensuring that when Americans turn to their government for assistance, they’re met with efficiency, reliability, and above all respect.”
