RELEASE: REP. RO KHANNA CELEBRATES THE SIGNING OF THE BIPARTISAN GOVERNMENT SERVICE DELIVERY IMPROVEMENT ACT
Washington, DC – Today, Representatives Ro Khanna (CA-17), Byron Donalds (FL-19), Barry Loudermilk (GA-11), and William Timmons (SC-04) joined Senators Maggie Hassan (D-NH), Gary Peters (D-MI), and Roger Marshall (R-KS) in celebrating President Biden signing the bipartisan Government Service Delivery Improvement Act into law. The bill was championed by the incoming Ranking Member of the House Committee on Oversight and Government Reform, Congressman Gerry Connolly (VA-11).
The federal government provides services and benefits that touch nearly every American's life, including small business loans, passport processing, airport security, food safety inspection, and countless more. While the internet has created expectations for digital services, many agency systems remain outdated.
This legislation prompts the Director of the Office of Management and Budget (OMB) to designate or appoint a senior official at OMB whose primary responsibility is to lead and coordinate the improvement of delivering government services to the public. The bill also requires agency heads to be responsible for improving government services, building better trust with the public, and designating a senior agency official to drive changes.
“The federal government has an obligation to effectively deliver services that Americans rely on including Social Security, Medicare, and veterans’ and retirement benefits. The Government Service Delivery Improvement Act is a bipartisan solution that will directly help constituents by making the delivery of these services more efficient and reliable. I thank my colleagues for their partnership on this bipartisan bill,” said Congressman Ro Khanna (CA-17).
“Improving the federal government’s efficiency and effectiveness leads to better experiences for the American people, as well as better use of taxpayer dollars. I am pleased that the President signed into law this bipartisan legislation, which will help improve services provided by the federal government so that Americans can more easily get what they need from their government when they need it,” said Senator Maggie Hassan (D-NH).
“For too long, customer service within federal government has been nothing short of a complete failure. Three letter agencies have seemingly forgotten who they serve: We the People. We must restore trust and satisfaction within these agencies by addressing bloated governments' failures, improving transparency, measuring success, and focusing on improved outcomes. I am proud to see our bipartisan, bicameral legislation become law, and I look forward to the federal government operating like a business that provides consumer satisfaction and customer-driven services,” said Senator Roger Marshall (R-KS).
“The federal government is only as good as the quality of services it provides to the American people. That’s why it’s imperative that the public interacts with a modern, accessible, and customer-focused government. And it’s why it’s equally important that the federal government is able to measure its progress in that regard. I am proud to join Rep. Khanna and my colleagues in promoting a federal government that works, first and foremost, for the people it serves, and I am proud to see this bipartisan legislation signed into law,” Congressman Gerry Connolly (VA-11).
“The American people deserve government services that are efficient, reliable, and easy to navigate. Our aim is to collectively bring government services into the 21st century to improve the customer experience and more effectively connect the American people with the services they need. I am grateful our bipartisan effort is now law,” said Congressman William Timmons (SC-04).
“To rebuild public trust in government, agencies must deliver modern, customer-friendly services. The Government Service Delivery Improvement Act recognizes that providing the public with first-rate experiences starts by prioritizing strong CX leadership and giving agencies support from Congress. We applaud this bipartisan effort to deliver better government services for all Americans,” said Max Stier, President and CEO of the Partnership for Public Service.
“Adobe applauds the enactment of H.R. 5887, the Government Service Delivery Improvement Act, into law. We are heartened by the strong bipartisan support this law has in both the House and Senate, as it prioritizes the modernization of government services and makes it easier for citizens to interact with their government. This law builds upon the 21st Century IDEA Act of 2018 to enable a more efficient, digitally responsive, and cost-effective government. We commend Representatives Khanna and Timmons, as well as Senators Hassan and Marshall for their leadership on this law. We look forward to the improved, digital-first services citizens will enjoy under this new law,” said Jace Johnson, Vice President of Global Public Policy and Ethical Innovation, Adobe.
“It is crucial that every federal agency keeps pace with the tremendous growth in demand for government services while ensuring a high quality and accessible experience for all users. The tech industry commends the enactment of the bipartisan and commonsense Government Service Delivery Improvement Act, which takes a substantial step in moving the U.S. forward in leveraging innovation to serve Americans more effectively. We thank U.S. Congressmen Ro Khanna, Byron Donalds, Barry Loudermilk, and William Timmons for their strong leadership on this important piece of legislation,” said ITI Senior Vice President of Policy, Public Sector and Counsel Megan Petersen.
“BSA appreciates the bipartisan and bicameral leadership to pass the Government Services Delivery Improvement Act into law. This bill provides an additional step for the federal government to use enterprise software to improve government services for taxpayers. We applaud the continued focus on customer experience by OMB and agencies government-wide,” The Business Software Alliance.
"Americans deserve easy and efficient access to government services, and the Government Service Delivery Improvement Act is a critical step toward ensuring agencies are modern, customer-focused, and accountable. By fostering greater accountability, coordination, and innovation across federal agencies, this legislation ensures that the public can interact with government services seamlessly, saving time and reducing frustration while enhancing trust in the federal government,” said Daniel Castro, Vice President, Information Technology & Innovation Foundation.
“As citizens grow accustomed to seamless digital interactions with private sector services, their expectations for government service will continue to escalate. This Government Service Delivery Improvement Act compels the federal government to create the essential structure to transform citizen experience (CX) from a "nice to have" into an "essential" aspect of service delivery. We applaud the leadership of U.S. Rep. Ro Khanna and the bipartisan coalition for shepherding GSDIA to fruition,” said Matt Chong, Senior Vice President of Public Sector, Qualtrics.
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