Joco Today

U.S. Senators Roger Marshall and Maggie Hassan have successfully advanced their bipartisan initiative, the Government Service Delivery Improvement Act, which was recently signed into law by President Biden. This legislation aims to enhance how federal agencies deliver services such as health benefits and student loan programs to the public.

Senator Marshall expressed his views on the current state of federal customer service, stating, "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." He emphasized the need for restoring trust and satisfaction by addressing government inefficiencies and focusing on improved outcomes.

Senator Hassan highlighted the benefits of this new law, saying, "Improving the federal government’s efficiency and effectiveness leads to better experiences for the American people, as well as better use of taxpayer dollars." She believes that this legislation will facilitate easier access to necessary services for Americans.

The act mandates that heads of federal agencies appoint a senior official responsible for enhancing service delivery. Additionally, it requires the Office of Management and Budget to select a senior official to coordinate these efforts across different agencies. These officials are tasked with implementing best practices and measuring progress in improving public interactions both online and offline.