U.S. Senator Roger Marshall, M.D., along with Senator Maggie Hassan, recently saw their bipartisan legislation, the Government Service Delivery Improvement Act, signed into law by President Biden. The new law aims to enhance how federal agencies deliver services, such as health benefits and student loan programs, to the public.

The legislation mandates that each federal agency designate a senior official to oversee service delivery improvements. In addition, the Office of Management and Budget will appoint a senior official to coordinate efforts across agencies. These officials will focus on implementing best practices and tracking progress to enhance the public’s experience when accessing services online, in-person, or by phone.

“For too long, customer service within the 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.