---
kind: "section"
citation: "5 U.S.C. § 322"
title: "5"
title_heading: "Government Organization and Employees"
number: "322"
heading: "Federal Government service delivery"
release: "119-102"
date: "2026-07-12"
url: "https://uscodex.org/usc/5/322"
units:
  - "Part I — The Agencies Generally"
  - "Chapter 3 — Powers"
  - "Subchapter III — Federal Government Service Delivery"
---

# §322. Federal Government service delivery

- (a) **1 Federal Government Service Delivery Lead.—** The [Director](/usc/5/311.md?p=2) shall designate or appoint a senior official as the Federal [Government Service Delivery](/usc/5/321.md?p=3) Lead within the [Office](/usc/5/401.md?p=5) of Management and Budget whose responsibility is to coordinate governmentwide efforts to improve [Government service delivery](/usc/5/321.md?p=3) by [agencies](/usc/5/311.md?p=1). The individual shall have the following duties and authorities:
  - (1) Facilitate and coordinate governmentwide efforts to improve [Government service delivery](/usc/5/321.md?p=3) provided by [agencies](/usc/5/311.md?p=1), particularly with respect to [high impact service providers](/usc/5/321.md?p=5).
  - (2) Carry out the duties and powers prescribed by the [Director](/usc/5/311.md?p=2).
  - (3) Serve as the lead, governmentwide official responsible for supporting [Government service delivery](/usc/5/321.md?p=3).
  - (4) Advise the [Director](/usc/5/311.md?p=2) concerning the improvement of [Government service delivery](/usc/5/321.md?p=3) provided by [agencies](/usc/5/311.md?p=1).
  - (5) In consultation with each lead [agency](/usc/5/311.md?p=1) service delivery official and any other [agency](/usc/5/311.md?p=1) stakeholder as appropriate, develop and oversee the implementation of governmentwide [Government service delivery](/usc/5/321.md?p=3) standards, policies, and guidelines for services and programs provided by [agencies](/usc/5/311.md?p=1), including standards, policies, and guidelines to—
    - (A) understand the needs of an individual, business, or organization interacting with an [agency](/usc/5/311.md?p=1);
    - (B) solicit and consider voluntary feedback on the [Government service delivery](/usc/5/321.md?p=3) by the [agency](/usc/5/311.md?p=1);
    - (C) assess [Government service delivery](/usc/5/321.md?p=3) processes;
    - (D) consider the factors of ease, efficiency, transparency, accessibility, fairness, burden (as defined in [section 3502 of title 44](/usc/44/3502.md)), and duration, including wait and processing times, with respect to [Government service delivery](/usc/5/321.md?p=3); and
    - (E) encourage the adoption of commercial products and services in accordance with [section 3307 of title 41](/usc/41/3307.md).
  - (6) Collect and report qualitative and quantitative information or data on [Government service delivery](/usc/5/321.md?p=3) through existing reporting mechanisms.
  - (7) Evaluate the quality of [Government service delivery](/usc/5/321.md?p=3), including through the [establishment](/usc/5/401.md?p=1) of performance metrics developed using the standards, policies, and guidelines developed pursuant to [paragraph (5)](#a-5) and the information or data collected and reported pursuant to [paragraph (6)](#a-6).
  - (8) Engage with stakeholders to identify leading practices in service design and delivery that would improve [Government service delivery](/usc/5/321.md?p=3) across and within [agencies](/usc/5/311.md?p=1).
  - (9) Ensure [agency](/usc/5/311.md?p=1) service delivery initiatives, including those related to the 21st Century Integrated Digital Experience Act ([15 U.S.C. 3501](/usc/15/3501.md) note; Public Law 115–336), are identified in [agency](/usc/5/311.md?p=1) congressional budget justifications.
  - (10) Coordinate with [Office](/usc/5/401.md?p=5) of Management and Budget stakeholders and other [agency](/usc/5/311.md?p=1) stakeholders on [Government service delivery](/usc/5/321.md?p=3).
  - (11) In collaboration with relevant [agency](/usc/5/311.md?p=1) officials as appropriate, and in coordination with relevant [Office](/usc/5/401.md?p=5) of Management and Budget stakeholders, ensure that websites of [agencies](/usc/5/311.md?p=1), including those associated with [high impact service providers](/usc/5/321.md?p=5), are consistent with the objectives of this subchapter, the 21st Century Integrated Digital Experience Act, and any other applicable law.

## Footnotes

[^1]: So in original. No subsec. (b) has been enacted.

## Source credit

(Added Pub. L. 118–231, § 2(a), Jan. 4, 2025, 138 Stat. 2830.)