Improving Government Services: Faster, Easier, and More Transparent Citizen Interactions
This Act aims to enhance the quality and speed of services provided by federal agencies, meaning that official processes, such as applying for benefits or interacting with the government, should become simpler and more transparent. It mandates the appointment of a senior official in each agency responsible for improving service delivery, especially in programs with a high public impact. Citizens can expect their needs to be better understood, and service processes (including waiting times) to be regularly assessed and improved.
Key points
Establishment of a Federal Government Service Delivery Lead within the Office of Management and Budget (OMB) to coordinate nationwide efforts to improve citizen services.
Federal agencies must designate senior officials responsible for enhancing service quality, including digital services, focusing on ease, efficiency, transparency, and accessibility.
Setting standards and metrics to evaluate service quality, considering citizen feedback, waiting times, and administrative burden, aiming for faster resolution of matters.
The Act covers all service channels: in-person, mail, telephone, digital (websites), and through third parties administering federally-funded programs.
Became Law
Citizen Poll