The House Oversight and Accountability Committee on Feb. 6 voted to approve the Government Service Delivery Improvement Act, which aims to improve customer experience and accountability across the Federal government in part by creating a new senior management position at the Office of Management and Budget (OMB) devoted to improving customer experience.
The measure cleared the committee on a unanimous vote, and now heads to the full House for further consideration.
The bill was introduced last October by Reps. Ro Khanna, D-Calif., Byron Donalds, R-Fla., Barry Loudermilk, R-Ga., and William Timmons R-S.C.
In addition to directing OMB to appoint a senior leader in charge of improving customer experience, the legislation would require Federal agency heads 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,” Rep. Khanna’s office said last year.
“I’m glad to see this bill pass unanimously out of the House Oversight Committee today and hope it will next move swiftly in the Senate,” Rep. Khanna said this week.
“The bill is simple: The Federal government has an obligation to efficiently and effectively deliver quality services that Americans rely on including Social Security, retirement benefits, Medicare health coverage, veterans’ programs, student loans and grants,” the congressman said. “The Government Service Delivery Improvement Act is a bipartisan solution that will directly help constituents by making the delivery of government services more efficient and reliable.”
“The Federal government is only as good as the quality of services it provides to the American people,” said Rep. Gerry Connolly, D-Va., ranking member of the Cybersecurity, Information Technology, and Government Innovation Subcommittee.
“That’s why it’s absolutely imperative that the public interacts with a modern, accessible, and customer-focused government,” Rep. Connolly said. “And it’s why it’s equally important that the Federal government is able to measure its progress in that regard. I’m proud to join Rep. Khanna and my colleagues in promoting a Federal government that works, first and foremost, for the people it serves.”
“Outdated bureaucratic government processes make it challenging and costly to deliver government services,” said committee Chairman James Comer, R-Ky. “This waste of taxpayer dollars creates opportunities for fraud and abuse.”
“The Government Service Delivery Improvement Act isn’t just about streamlining processes,” said Rep. Timmons. “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.”
