One mandate would be to reduce passenger wait times at airports. Image: Jim Lambert/Shutterstock.com
A newly introduced bill (HR-9233) in the House would set a series of government-wide and agency-specific steps to improve customer service to the public, in line with one element of the Biden administration’s Presidents Management Agenda.
It says the government should “make improving service deliveries and public perception of agency interactions fundamental priorities” and should “measure performance empirically and by on-the-ground results for the people of the United States, especially for experiences of the people of the United States with services delivered by agencies.”
That would include improving cross-agency coordination for the public to access benefits through login.gov, creating a process in which a change of address would be shared among all agencies so that a member of the public would not have to file with each agency, streamlining loan forgiveness programs, reducing burdens for accessing grant programs.
Mandates to certain agencies would include setting up an online passport renewal process at State; expanding electronic tax filing and offering support via email at Treasury; creating a centralized loan repayment portal at Education; reducing passenger wait times at airports for DHS; streamlining online disaster applications at SBA; and developing a mobile-accessible, online process for applying or receiving benefits at SSA.
While the bill likely will not receive active consideration in the current Congress, it signals a priority for the next Congress for sponsors Gerry Connolly, D-Va., and Katie Porter, D-Calif., the top two Democrats on the government operations subcommittee. Connolly would be a leading contender to take over chairmanship of the full Oversight and Reform Committee and Porter to take over the subcommittee next year if Democrats keep control of the House.
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