Summary
Establishes new leadership positions and standards to make federal government services easier, faster, and more helpful for people and businesses to use.
What problem does this solve?
People and businesses often find government services slow, confusing, and difficult to use, leading to frustration and a lack of trust. This law appoints leaders to fix these problems by setting new standards for service and making sure agencies focus on the public's needs.
Who does this affect?
- General Public
- Businesses
- State, local, and Tribal governments
What does this law do?
Creates a new government-wide service delivery leader
Establishes a 'Federal Government Service Delivery Lead' within the Office of Management and Budget to coordinate efforts to improve services across all agencies.
Requires each agency to appoint a service delivery leader
Mandates that the head of each federal agency appoint a senior official responsible for improving the agency's service delivery and reporting directly to agency leadership.
Develops new government-wide service standards
The new service delivery lead will create standards for agencies to follow, focusing on ease, efficiency, transparency, accessibility, and fairness in public interactions.
Provides no new funding for improvements
Specifies that no new funds are authorized for these changes, requiring agencies to implement improvements using their existing budgets.
Requires progress reports to Congress
The Office of Management and Budget and the Government Accountability Office must report to Congress on the effectiveness of the new service improvement efforts.
What is the real world impact?
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Aims to rebuild public trust in government
Makes services easier and more efficient to improve the government's relationship with the public. Frustrating interactions can lower people's opinion of the government as a whole.
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Standardizes good customer service across all agencies
Creates a consistent set of rules and expectations for how all federal agencies should interact with the public. This ensures a baseline level of quality no matter which agency a person deals with.
When does this start?
This law takes effect on January 4, 2025, and sets several deadlines for agencies within the first two years.
Appointment of agency service delivery leaders
By January 4, 2026, the head of each agency must appoint a senior official to lead service delivery improvements.
Agency report to Congress
By January 4, 2026, the Director of the Office of Management and Budget must submit a report to Congress on the law's implementation.