#aah? ,,congress  #b;d ,session  ,h4 ,r4
 #ehhg  ,,an ,,act  ,to am5d *apt] #c ( 
title #e1 ,unit$ ,/ates ,code1 to       
improve ,gov]nm5t s]vice deliv]y1 &     
build relat$ capacity = ! ,f$]al        
,gov]nm5t1 & = o!r purposes4  #a4 ,%ort 
title ,?is ,act may be cit$ z !         
,gov]nm5t ,s]vice ,deliv]y ,improvem5t  
,act4  #b4 ,f$]al ,gov]nm5t s]vice      
deliv]y  7a7 ,am5dm5t ,*apt] #c ( title 
#e1 ,unit$ ,/ates ,code1 is am5d$ by    
add+ at ! end ! foll[+3  ,,iii ,f$]al   
,gov]nm5t ,s]vice ,deliv]y  #cba4       
,def9itions ,9 ?is sub*apt]3 7#a7 ,ag5cy
 ,! t]m ag5cy has ! mean+ giv5 t t]m 9  
section #cejb ( title #dd4  7#b7        
,director ,! t]m ,director means !      
,director ( ! ,(fice ( ,managem5t &     
,budget4  7#c7 ,gov]nm5t s]vice deliv]y 
,! t]m ,gov]nm5t s]vice deliv]y means   
any action by an ag5cy relat$ to provid+
 a b5efit or s]vice to an individual1   
bus9ess1 or organization 7su* z a       
grantee or ,/ate1 local1 or ,tribal     
entity71 includ+ any su* action ( a     

contractor or nonpr(it organization act+
 on behalf ( ! ag5cy or adm9i/]+ a      
f$]ally-fund$ program4  7#d7 ,gov]nm5t  
s]vice deliv]y *annel ,! t]m ,gov]nm5t  
s]vice deliv]y *annel means ! =mat or   
m$ium ( an int]action or transaction ) !
 ,f$]al ,gov]nm5t1 includ+ 9-p]son1     
?r\gh ! mail1 ?r\gh a digital s]vice1 by
 telephone1 ?r\gh a contact c5t]1 on a  
website1 ?r\gh outrea* & communication1 
& ?r\gh collaboration ) a ?ird p>ty1 or 
?r\gh o!r ways 9 :i* an individual or   
entity significantly int]acts ) ! ,f$]al
 ,gov]nm5t4  7#e7 ,high impact s]vice   
provid] ,! t]m high impact s]vice       
provid] means an ag5cy program id5tifi$ 
by ! ,director due to ! scale & impact (
 ! public-fac+ s]vices ( ! program4     
#cbb4 ,f$]al ,gov]nm5t s]vice deliv]y   
7a7 ,f$]al ,gov]nm5t ,s]vice ,deliv]y   
,lead ,! ,director %all designate or    
appo9t a s5ior (ficial z ! ,f$]al       
,gov]nm5t ,s]vice ,deliv]y ,lead )9 !   
,(fice ( ,managem5t & ,budget ^:        
responsibility is to coord9ate          

gov]nm5twide ef=ts to improve ,gov]nm5t 
s]vice deliv]y by ag5cies4 ,! individual
 %all h ! foll[+ duties & au?orities3   
7#a7 ,facilitate & coord9ate            
gov]nm5twide ef=ts to improve ,gov]nm5t 
s]vice deliv]y provid$ by ag5cies1      
p>ticul>ly ) respect to high impact     
s]vice provid]s4  7#b7 ,c>ry out !      
duties & p[]s prescrib$ by ! ,director4 
7#c7 ,s]ve z ! lead1 gov]nm5twide       
(ficial responsible = support+ ,gov]nm5t
 s]vice deliv]y4  7#d7 ,advise !        
,director conc]n+ ! improvem5t (        
,gov]nm5t s]vice deliv]y provid$ by     
ag5cies4  7#e7 ,9 consultation ) ea*    
lead ag5cy s]vice deliv]y (ficial & any 
o!r ag5cy /akehold] z appropriate1      
develop & ov]see ! implem5tation (      
gov]nm5twide ,gov]nm5t s]vice deliv]y   
/&>ds1 policies1 & guidel9es = s]vices &
 programs provid$ by ag5cies1 includ+   
/&>ds1 policies1 & guidel9es to--  7,a7 
und]/& ! ne$s ( an individual1 bus9ess1 
or organization int]act+ ) an ag5cy2    
7,b7 solicit & consid] volunt>y fe$back 

on ! ,gov]nm5t s]vice deliv]y by !      
ag5cy2  7,c7 assess ,gov]nm5t s]vice    
deliv]y processes2  7,d7 consid] !      
factors ( ease1 effici5cy1 transp>5cy1  
accessibility1 fairness1 burd5 7z def9$ 
9 section #cejb ( title #dd71 &         
duration1 includ+ wait & process+ times1
 ) respect to ,gov]nm5t s]vice deliv]y2 
&  7,e7 enc\rage ! adoption ( comm]cial 
products & s]vices 9 accordance )       
section #ccjg ( title #da4  7#f7        
,collect & report qualitative &         
quantitative in=mation or data on       
,gov]nm5t s]vice deliv]y ?r\gh exi/+    
report+ me*anisms4  7#g7 ,evaluate !    
quality ( ,gov]nm5t s]vice deliv]y1     
includ+ ?r\gh ! e/abli%m5t ( p]=mance   
metrics develop$ us+ ! /&>ds1 policies1 
& guidel9es develop$ pursuant to        
p>agraph 7#e7 & ! in=mation or data     
collect$ & report$ pursuant to p>agraph 
7#f74  7#h7 ,engage ) /akehold]s to     
id5tify lead+ practices 9 s]vice design 
& deliv]y t w\ld improve ,gov]nm5t      
s]vice deliv]y across & )9 ag5cies4     

7#i7 ,ensure ag5cy s]vice deliv]y       
initiatives1 includ+ ^? relat$ to ! #ba/
 ,c5tury ,integrat$ ,digital ,exp]i5ce  
,act 7#ae ,u4,s4,c4 #ceja note2 ,public 
,law #aae-ccf71 are id5tifi$ 9 ag5cy    
congressional budget ju/ifications4     
7#aj7 ,coord9ate ) ,(fice ( ,managem5t &
 ,budget /akehold]s & o!r ag5cy         
/akehold]s on ,gov]nm5t s]vice deliv]y4 
7#aa7 ,9 collaboration ) relevant ag5cy 
(ficials z appropriate1 & 9 coord9ation 
) relevant ,(fice ( ,managem5t & ,budget
 /akehold]s1 ensure t websites (        
ag5cies1 includ+ ^? associat$ ) high    
impact s]vice provid]s1 are consi/5t ) !
 objectives ( ?is sub*apt]1 ! #ba/      
,c5tury ,integrat$ ,digital ,exp]i5ce   
,act1 & any o!r applicable law4  #cbc4  
,lead ag5cy (ficials = ,gov]nm5t s]vice 
deliv]y  7a7 ,responsibility = ,gov]nm5t
 s]vice deliv]y ,! head ( ea* ag5cy %all
 be responsible = ! ,gov]nm5t s]vice    
deliv]y ( ! ag5cy :i* %all1 at a m9imum1
 include improv+ & enhanc+ ,gov]nm5t    
s]vices to bett] a*ieve ! mission ( !   

ag5cy & build & ma9ta9 tru/1 transp>5cy1
 & acc\ntability4  7b7 ,lead ag5cy      
s]vice deliv]y (ficials ,n lat] ?an "o  
ye> aft] ! date ( ! enactm5t ( ?is      
sub*apt]1 ! head ( ea* ag5cy %all       
designate or appo9t a s5ior (ficial ( ! 
ag5cy 7:o may be ! deputy head ( !      
ag5cy7 to implem5t ?is sub*apt] :o %all 
h ! foll[+ duties & au?orities3 7#a7    
,report directly to ! head or deputy    
head ( ! ag5cy4  7#b7 ,possess suffici5t
 op]ational au?ority to effectuate      
implem5tation ( ,gov]nm5t s]vice deliv]y
 improvem5ts )9 ! ag5cy1 p>ticul>ly )   
respect to high impact s]vice provid]s4 
7#c7 ,coord9ate & execute1 z            
appropriate1 "u ! direction ( ! head ( !
 ag5cy1 & 9 collaboration ) relevant    
ag5cy (ficials z appropriate1 ef=ts to  
improve & enhance ! ,gov]nm5t s]vice    
deliv]y & ,gov]nm5t s]vice deliv]y      
*annels ( ! ag5cy4  7#d7 ,at ! direction
 ( ! ,f$]al ,gov]nm5t ,s]vice ,deliv]y  
,lead1 submit an implem5tation plan =   
improv+ ag5cy ,gov]nm5t s]vice deliv]y4 

7#e7 ,coord9ate ! collection & report+ (
 ! data & in=mation requir$ pursuant to 
section #cbb & use su* data & in=mation 
to improve ,gov]nm5t s]vice deliv]y4    
7#f7 ,facilitate collaboration among &  
betwe5 (fices1 & compon5ts )9 ! ag5cy & 
) o!r ag5cies z appropriate1 9          
coord9ation ) ! ,f$]al ,gov]nm5t ,s]vice
 ,deliv]y ,lead1 to improve & enhance   
,gov]nm5t s]vice deliv]y4  7#g7 ,assi/ )
 ! implem5tation by ! ag5cy ( ! #ba/    
,c5tury ,integrat$ ,digital ,exp]i5ce   
,act 7#ae ,u4,s4,c4 #ceja note2 ,public 
,law #aae-ccf74  7#h7 ,assi/ 9 !        
incorporation ( ! ,gov]nm5t s]vice      
deliv]y requirem5ts e/abli%$ "u ?is     
sub*apt] 9 ag5cy plans 7su* z /rategic  
plans or annual p]=mance plans74  #cbd4 
,rule ( con/ruction ,no?+ 9 ?is sub*apt]
 may be con/ru$ to dim9i% or r$uce !    
au?ority ( ag5cy ,*ief ,in=mation       
,(fic]s = in=mation res\rces managem5t  
provid$ 9 section #aacae ( title #dj or 
^? au?orities to manage in=mation       
res\rces to accompli% ag5cy missions z  

e/abli%$ 9 section #cejb ( title #dd4  4
  7b7 ,cl]ical ,am5dm5t ,! table (      
sections = *apt] #c ( title #e1 ,unit$  
,/ates ,code1 is am5d$ by add+ at ! end 
! foll[+3  ,sub*apt] ,,iii--,f$]al      
,gov]nm5t ,s]vice ,deliv]y #cba4        
,def9itions4 #cbb4 ,f$]al ,gov]nm5t     
s]vice deliv]y4 #cbc4 ,lead ag5cy       
(ficials = ,gov]nm5t s]vice deliv]y4    
#cbd4 ,rule ( con/ruction  4  7c7 ,,gao 
report ,n lat] ?an #b ye>s aft] ! date (
 ! enactm5t ( ?is ,act1 ! ,comptroll]   
,g5]al ( ! ,unit$ ,/ates %all submit to 
! relevant congressional committees a   
report t includes ! foll[+3  7#a7 ,an   
assessm5t ( ! implem5tation &           
effectiv5ess ( sub*apt] ,,iii ( *apt] #c
 ( title #e1 ,unit$ ,/ates ,code1 z add$
 by subsection 7a74  7#b7 ,specific     
recomm5dations to fur!r ! implem5tation 
& effectiv5ess ( su* sub*apt]4  7d7     
,ag5cy report ,n lat] ?an #a ye> aft] ! 
date ( ! enactm5t ( ?is ,act1 !         
,director ( ! ,(fice ( ,managem5t &     
,budget1 9 coord9ation ) ! ,f$]al       

,gov]nm5t ,s]vice ,deliv]y ,lead1 %all  
submit to ! relevant congressional      
committees a report t includes ! foll[+3
 7#a7 ,an assessm5t on ! implem5tation &
 effectiv5ess ( sub*apt] ,,iii ( *apt]  
#c ( title #e1 ,unit$ ,/ates ,code1 z   
add$ by subsection 7a74  7#b7 ,specific 
recomm5dations to fur!r ! implem5tation 
& effectiv5ess ( su* sub*apt]4  7#c7 ,a 
summ>y & assessm5t ( ! usefulness ( !   
metrics su* sub*apt] requires ! ,f$]al  
,gov]nm5t ,s]vice ,deliv]y ,lead to     
e/abli% & report = ! purpose ( assess+ !
 quality ( ,gov]nm5t s]vice deliv]y     
provid$ by ag5cies1 includ+ metrics to  
assess ! ef=ts ( high impact s]vice     
provid]s 9 improv+ s]vices4  7e7 ,no new
 funds au?oriz$ ,no new funds are       
au?oriz$ to be appropriat$ by ?is ,act  
or any am5dm5t made by ?is ,act & ! head
 ( ea* ag5cy %all comply ) ?is ,act &   
any am5dm5t made by ?is ,act us+ exi/+  
funds4  7f7 ,def9itions ,9 ?is section3 
7#a7 ,ag5cy ,! t]m ag5cy means ea* ag5cy
 li/$ 9 section #cejb ( title #dd1      

,unit$ ,/ates ,code4  7#b7 ,gov]nm5t    
s]vice deliv]y2 high impact s]vice      
provid] ,! t]ms ,gov]nm5t s]vice deliv]y
 & high impact s]vice provid] h ! mean+ 
giv5 ^? t]ms 9 section #cba ( title #e1 
,unit$ ,/ates ,code1 z add$ by          
subsection 7a74  7#c7 ,relevant         
congressional committees ,! t]m relevant
 congressional committees means !       
,committee on ,ov]sight & ,acc\ntability
 ( ! ,h\se ( ,repres5tatives & !        
,committee on ,homel& ,security &       
,gov]nm5tal ,affairs ( ! ,s5ate4  ,pass$
 ! ,h\se ( ,repres5tatives ,may #ba1    
#bjbd4;,cl]k4