The Improving Government Services Act aims to make interactions with federal agencies simpler and more efficient for the public. It directs the Director of the Office of Management and Budget to designate specific agencies and "high-impact service providers"—those handling large volumes of public interactions, such as passport services, veterans' benefits, or Social Security—within one year of enactment, requiring them to develop and publicly release annual Customer Experience (CX) Action Plans. These plans must detail strategies for reducing wait times and backlogs, improving accessibility for people with disabilities or limited English proficiency, coordinating across agencies to reduce redundant paperwork, preventing fraud, and adopting best practices like online self-service tools and callback systems. Agencies must also disclose when customers are interacting with chatbots or automated systems rather than humans, and must outline both near-term goals and longer-term plans spanning 3 to 10 years. The bill affects any individual, business, or organization that uses federal services, including those delivered through state, local, or Tribal governments or federal contractors. OMB will oversee compliance, share best practices across agencies, and issue annual public reports to Congress recommending ways to streamline or consolidate government services.
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