Trust in Government Act of 2022
This bill directs certain agencies (e.g., the Department of State, the Department of Veterans Affairs, and the Social Security Administration) to take specified steps to improve service delivery and public perception of agency interactions.
The Office of Management and Budget must designate a team of individuals to lead and support agency initiatives to improve public perception of agency interactions.
[Congressional Bills 117th Congress]
[From the U.S. Government Publishing Office]
[H.R. 9233 Introduced in House (IH)]
<DOC>
117th CONGRESS
2d Session
H. R. 9233
To improve the service delivery of agencies and public perception of
agency interactions, and for other purposes.
_______________________________________________________________________
IN THE HOUSE OF REPRESENTATIVES
October 25, 2022
Ms. Porter (for herself, Ms. Jayapal, Ms. Norton, Mr. Phillips, Mr.
Case, Ms. Titus, and Mr. Connolly) introduced the following bill; which
was referred to the Committee on Oversight and Reform, and in addition
to the Committees on Foreign Affairs, Ways and Means, Natural
Resources, Agriculture, Energy and Commerce, Education and Labor,
Veterans' Affairs, Homeland Security, Small Business, and Armed
Services, for a period to be subsequently determined by the Speaker, in
each case for consideration of such provisions as fall within the
jurisdiction of the committee concerned
_______________________________________________________________________
A BILL
To improve the service delivery of agencies and public perception of
agency interactions, and for other purposes.
Be it enacted by the Senate and House of Representatives of the
United States of America in Congress assembled,
SECTION 1. SHORT TITLE.
This Act may be cited as the ``Trust in Government Act of 2022''.
SEC. 2. IMPROVEMENT OF SERVICE DELIVERY OF AGENCIES AND PUBLIC
PERCEPTION OF AGENCY INTERACTIONS.
(a) Sense of Congress.--It is the sense of Congress that--
(1) the agencies subject to the requirements of this Act
should--
(A) improve their understanding of customers;
(B) reduce administrative hurdles and paperwork
burdens to minimize the time it takes to process
benefits, enhance transparency, and create greater
efficiencies across Government;
(C) improve public perception of agency
interactions by systematically identifying and
resolving the root causes of any challenge experienced
by the public with respect to such interactions,
regardless of whether the source of any such challenge
is statutory, regulatory, budgetary, technological, or
process-based; and
(D) to engender public trust, ensure that the
efforts of the agency appropriately maintain or enhance
protections afforded under law and the policies of the
agency, including protections related to civil rights,
civil liberties, privacy, confidentiality, and
information security; and
(2) the Federal Government should--
(A) make improving service deliveries and public
perception of agency interactions fundamental
priorities; and
(B) 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.
(b) Reforms To Improve Agency Service Delivery and Customer
Experience.--
(1) Reforms.--In order to improve the overall economy,
efficiency, and management of government operations and
activities, reduce the paperwork of agencies, and provide high-
quality services to the public--
(A) the Secretary of State shall redesign the
passport renewal process to allow for a fully online
renewal application that does not require any physical
documents to be mailed;
(B) the Secretary of the Treasury shall design and
deliver new online tools and services of the Internal
Revenue Service to--
(i) expand electronic filing options for
taxpayers;
(ii) provide the option for taxpayers to
receive customer support via secure email; and
(iii) provide the option for taxpayers to
schedule customer support telephone call-backs;
(C) the Secretary of the Interior shall design and
deliver a centralized, modernized electronic permitting
system to accept and process applications for permits;
(D) the Secretary of Agriculture shall design and
deliver new online tools and services--
(i) for online purchasing under the special
supplemental nutrition program for women,
infants, and children under section 17 of the
Child Nutrition Act of 1966 (42 U.S.C. 1786);
(ii) to simplify enrollment and
recertification for nutrition assistance
programs such as the supplemental nutrition
assistance program (commonly known as SNAP) and
the program described in clause (i), including
expanding the use of direct certification; and
(iii) for a simplified process for applying
for direct loans under subtitle A or B of the
Consolidated Farm and Rural Development Act;
(E) the Secretary of Labor shall--
(i) update existing rules and policies,
consistent with applicable law and to the
extent practicable, to allow individuals
entitled to medical treatment under any Federal
workers' compensation program to conduct their
routine medical treatment appointments using
telehealth platforms; and
(ii) update rules, policies, and procedures
to eliminate, consistent with applicable law
and to the extent practicable, requirements for
workers' compensation claimants to submit
physical documents, but to retain the option
for physical submission for claimants who
cannot otherwise submit them;
(F) the Secretary of Health and Human Services
shall--
(i) continue to design and deliver new,
personalized online tools and expanded customer
support options for individuals entitled to
benefits under part A of title XVIII of the
Social Security Act or enrolled under part B of
such title;
(ii) strengthen requirements for maternal
health quality measurement, including--
(I) measuring perinatal quality and
patient care experiences; and
(II) evaluating the measurements by
race and ethnicity to better identify
inequities in maternal health care
delivery and outcomes;
(iii) to the maximum extent permitted by
law, support coordination between the Medicare
program under title XVIII of the Social
Security Act (42 U.S.C. 1395 et seq.), the
Medicaid program under title XIX of such Act
(42 U.S.C. 1396 et seq.), the Children's Health
Insurance Program under title XXI of such Act
(42 U.S.C. 1397aa et seq.);
(iv) to the maximum extent permitted by
law, propose ways to streamline State benefit
program enrollment and renewal processes in
order to reduce administrative burden on
customers and remove barriers to enrollment and
renewal, including by eliminating face-to-face
interview requirements and requiring
prepopulated electronic renewal forms, to
ensure eligible individuals are automatically
enrolled in and retain access to such benefit
programs;
(v) develop guidance for covered entities
and business associates of such entities as
such terms are defined in section 160.103 of
title 45, Code of Federal Regulations, on
providing telehealth in compliance with HIPAA
privacy regulation (as defined in section
1180(b)(3) of the Social Security Act) to
improve patient experience and convenience
following the end of the COVID-19 public health
emergency; and
(vi) test methods to automate patient
access to electronic prenatal, birth, and
postpartum health records (including laboratory
results, genetic tests, ultrasound images, and
clinical notes) to improve patient experiences
in maternity care and health outcomes;
(G) the Secretary of Education shall--
(i) submit to Congress a plan for providing
eligible recipients of Federal financial aid
under title IV of the Higher Education Act of
1965 (20 U.S.C. 1070 et seq.), with the option
to receive information about relevant
recommendations for benefits and services
provided by the Federal Government that such
recipients may qualify for (including
healthcare subsidies, broadband support, and
food assistance) to connect such recipients
with support to lower additional economic
barriers to postsecondary education completion;
and
(ii) design and make available to the
public a centralized loan repayment portal
through the website of the Department of
Education that enables a borrower of any loan
made under part D of title IV of the Higher
Education Act of 1965 (20 U.S.C. 1087a et
seq.), regardless of loan servicer, to make
payments on such loan;
(H) the Secretary of Veterans Affairs shall provide
digital services through a single, integrated, and
equitable digital platform on VA.gov and an appropriate
mobile application of the Department of Veterans
Affairs;
(I) the Secretary of Homeland Security shall design
and deliver--
(i) innovative technologies at airport
security checkpoints to reduce passenger wait
times;
(ii) new opportunities for customers to
connect with the Transportation Security
Administration, including as appropriate,
through--
(I) online chat;
(II) improved communications during
additional screenings; and
(III) additional mechanisms to
provide customer feedback; and
(iii) a streamlined, online disaster
assistance application;
(J) the Administrator of the Small Business
Administration shall develop and implement a
streamlined, online disaster assistance application;
(K) the Commissioner of Social Security shall--
(i) develop a mobile-accessible, online
process so that any individual applying for or
receiving services from the Social Security
Administration can upload forms, documentation,
evidence, or correspondence associated with
their transaction without the need for service-
specific tools or traveling to a field office;
(ii) consistent with applicable law and to
the extent practicable, maintain a public
policy of technology neutrality with respect to
acceptable forms of electronic signatures;
(iii) consistent with applicable law and to
the extent practicable, revise any necessary
regulations, forms, instructions, or other
sources of guidance (to include the Program
Operations Manual System of the Social Security
Administration) to remove requirements that
members of the public provide physical
signatures; and
(iv) to the maximum extent permitted by
law, support applicants and beneficiaries to
identify other benefits for which they may be
eligible and integrate Social Security
Administration data and processes with those of
other Federal and State entities whenever
possible;
(L) the Secretary of Veterans Affairs and the
Administrator of General Services shall collaborate to
provide seamless integration of Login.gov accounts to
allow customers to access any websites and applications
of the Department, and other customer-facing digital
products and to eliminate outdated and duplicate
customer sign-in options;
(M) the Secretary of the Treasury, the Secretary of
Defense, the Secretary of Education, and the Director
of the Office of Personnel Management shall collaborate
to enable a more streamlined Public Service Loan
Forgiveness process for eligible borrowers, including
those who serve in the United States Armed Forces or as
civil servants, or who work for eligible nonprofit
organizations;
(N) the Director of OMB, acting through the
Administrator of the United States Digital Service,
shall collaborate with agencies in the executive branch
and Tribal governments to conduct research and document
challenges related to accessing grant programs to which
the Tribal governments are entitled, and shall propose
ways to streamline processes and reduce administrative
burdens for Tribal government customers; and
(O) the Director of OMB, acting through the
Administrator of the United States Digital Service, the
Administrator of General Services, and the Postmaster
General, shall develop ways to update mailing address
records across Government so that members of the public
may change their respective mailing addresses for
purposes of all Government services only once, through
the United States Postal Service.
(2) Ongoing accountability for improving federal service
delivery and improving trust in government.--Not later than 180
days after the date of the enactment of this Act, and every 90
days thereafter--
(A) the head of each agency subject to a
requirement under subsection (a) shall certify in
writing to the Director of OMB that the requirement has
been satisfied; and
(B) the Director of OMB shall--
(i) in coordination with each head of an
agency identified under paragraph (1), submit
in writing to Congress, reports on the status
of the progress of agencies in satisfying the
requirements required by subsection (a), until
such time as those requirements have been
satisfied; and
(ii) with respect to each agency subject to
a requirement under subsection (a), certify in
writing to Congress that the head of each
agency has satisfied the requirement.
(c) OMB Guidance.--
(1) Agency customer experience initiatives.--Not later than
270 days after the date of the enactment of this Act, the
Director of OMB shall designate a team of individuals within
the Office of Management and Budget to lead and support
agencies initiatives to improve public perception of agency
interactions, including by facilitating the decision-making
processes of such agencies that are needed to--
(A) achieve the purposes of this Act;
(B) coordinate the activities of high impact
service providers as described in this Act; and
(C) develop strategies for the integration of
services and development of products involving multiple
agencies as described in this Act.
(2) Guidance of omb.--Not later than 1 year after the
enactment of this Act, the Director of OMB shall update
guidance issued by the Director and supporting processes (such
as information collection reviews or data sharing approvals) as
necessary and applicable, to implement the provisions of this
Act.
(d) Definitions.--In this Act:
(1) Customer.--The term ``customer'' means any person or
governmental entity that interacts with an agency of the
executive branch, either directly or through a federally funded
program administered by a contractor, nonprofit, State or local
government, or other entity of the Federal Government/executive
branch.
(2) Public perception of agency interactions.--The term
``public perception of agency interactions'' means the
perception of the public regarding interactions with the
agency, including interactions with the agency through a
contractor, non-profit, or other Federal entity, and the
overall satisfaction of the public regarding such interactions.
(3) Director of omb.--The term ``Director of OMB'' means
the Director of the Office of Management and Budget.
(4) Service delivery.--The term ``service delivery'' means,
with respect to all points of the agency-to-customer delivery
process, an action of the agency related to providing a benefit
or service to a customer of such entity, including providing a
benefit or service to a customer that is related to an
application for a benefit or loan, health care or small
business counseling, requests for documents, such as a passport
or Social Security card, filing taxes or declaring a good,
using resources such as a park or historical site, or seeking
information such as notices about public health or consumer
protection.
<all>
Introduced in House
Introduced in House
Referred to the Committee on Oversight and Reform, and in addition to the Committees on Foreign Affairs, Ways and Means, Natural Resources, Agriculture, Energy and Commerce, Education and Labor, Veterans' Affairs, Homeland Security, Small Business, and Armed Services, for a period to be subsequently determined by the Speaker, in each case for consideration of such provisions as fall within the jurisdiction of the committee concerned.
Referred to the Committee on Oversight and Reform, and in addition to the Committees on Foreign Affairs, Ways and Means, Natural Resources, Agriculture, Energy and Commerce, Education and Labor, Veterans' Affairs, Homeland Security, Small Business, and Armed Services, for a period to be subsequently determined by the Speaker, in each case for consideration of such provisions as fall within the jurisdiction of the committee concerned.
Referred to the Committee on Oversight and Reform, and in addition to the Committees on Foreign Affairs, Ways and Means, Natural Resources, Agriculture, Energy and Commerce, Education and Labor, Veterans' Affairs, Homeland Security, Small Business, and Armed Services, for a period to be subsequently determined by the Speaker, in each case for consideration of such provisions as fall within the jurisdiction of the committee concerned.
Referred to the Committee on Oversight and Reform, and in addition to the Committees on Foreign Affairs, Ways and Means, Natural Resources, Agriculture, Energy and Commerce, Education and Labor, Veterans' Affairs, Homeland Security, Small Business, and Armed Services, for a period to be subsequently determined by the Speaker, in each case for consideration of such provisions as fall within the jurisdiction of the committee concerned.
Llama 3.2 · runs locally in your browser
Ask anything about this bill. The AI reads the full text to answer.
Enter to send · Shift+Enter for new line
Referred to the Committee on Oversight and Reform, and in addition to the Committees on Foreign Affairs, Ways and Means, Natural Resources, Agriculture, Energy and Commerce, Education and Labor, Veterans' Affairs, Homeland Security, Small Business, and Armed Services, for a period to be subsequently determined by the Speaker, in each case for consideration of such provisions as fall within the jurisdiction of the committee concerned.
Referred to the Committee on Oversight and Reform, and in addition to the Committees on Foreign Affairs, Ways and Means, Natural Resources, Agriculture, Energy and Commerce, Education and Labor, Veterans' Affairs, Homeland Security, Small Business, and Armed Services, for a period to be subsequently determined by the Speaker, in each case for consideration of such provisions as fall within the jurisdiction of the committee concerned.
Referred to the Committee on Oversight and Reform, and in addition to the Committees on Foreign Affairs, Ways and Means, Natural Resources, Agriculture, Energy and Commerce, Education and Labor, Veterans' Affairs, Homeland Security, Small Business, and Armed Services, for a period to be subsequently determined by the Speaker, in each case for consideration of such provisions as fall within the jurisdiction of the committee concerned.
Referred to the Committee on Oversight and Reform, and in addition to the Committees on Foreign Affairs, Ways and Means, Natural Resources, Agriculture, Energy and Commerce, Education and Labor, Veterans' Affairs, Homeland Security, Small Business, and Armed Services, for a period to be subsequently determined by the Speaker, in each case for consideration of such provisions as fall within the jurisdiction of the committee concerned.
Referred to the Committee on Oversight and Reform, and in addition to the Committees on Foreign Affairs, Ways and Means, Natural Resources, Agriculture, Energy and Commerce, Education and Labor, Veterans' Affairs, Homeland Security, Small Business, and Armed Services, for a period to be subsequently determined by the Speaker, in each case for consideration of such provisions as fall within the jurisdiction of the committee concerned.
Referred to the Committee on Oversight and Reform, and in addition to the Committees on Foreign Affairs, Ways and Means, Natural Resources, Agriculture, Energy and Commerce, Education and Labor, Veterans' Affairs, Homeland Security, Small Business, and Armed Services, for a period to be subsequently determined by the Speaker, in each case for consideration of such provisions as fall within the jurisdiction of the committee concerned.
Referred to the Committee on Oversight and Reform, and in addition to the Committees on Foreign Affairs, Ways and Means, Natural Resources, Agriculture, Energy and Commerce, Education and Labor, Veterans' Affairs, Homeland Security, Small Business, and Armed Services, for a period to be subsequently determined by the Speaker, in each case for consideration of such provisions as fall within the jurisdiction of the committee concerned.
Referred to the Subcommittee on Transportation and Maritime Security.
Referred to the Subcommittee on Health.