SIGNED INTO LAW: Senators Hassan and Marshall’s Bipartisan Legislation to Improve Government Customer Service

WASHINGTON – The President recently signed into law theGovernment Service Delivery Improvement Act, which U.S. Senators Maggie Hassan (D-NH) and Roger Marshall (R-KS) introduced. The bipartisan legislation will improve the ways in which federal agencies deliver services, including health benefits and student loan programs, to the public.
“Improving the federal government’s efficiency and effectiveness leads to better experiences for the American people, as well as better use of taxpayer dollars,”said Senator Hassan.“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.”
“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 Marshall.
TheGovernment Service Delivery Improvement Actrequires the heads of federal agencies to designate a senior official responsible for improving service delivery. It also directs the Office of Management and Budget to select a senior official to coordinate efforts across federal agencies. These officials will help agencies implement best practices and measure progress to improve the public’s experience online, in-person, and on the phone.
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