Require state agencies to improve delivery of government services

hb834_00_IN

As Introduced

136th
General Assembly

Regular
Session
H. B. No. 834

2025-2026

Representative Thomas, D.

Cosponsors: Representatives Fischer,
Glassburn

To
enact sections 125.91 and 125.911 of the Revised Code
to
require state agencies to improve the delivery of government
services.

BE
IT ENACTED BY THE GENERAL ASSEMBLY OF THE STATE OF OHIO:

Section
1.
That
sections 125.91 and 125.911 of the Revised Code be enacted to read as
follows:

Sec.
125.91.
(A)
As used in this section and section 125.911 of the Revised Code:

(1)
"Delivery of government services" means any action taken by
a state agency related to providing a benefit or service to a
resident, business, or organization of this state, including any
action taken by a contractor or nonprofit organization acting on
behalf of a state agency or administering a state-funded program.

(2)
"Government service delivery channel" means the format or
medium through which a delivery of government services occurs.

(3)
"High impact service" means a delivery of government
services identified as being a priority for improvement by the
director of administrative services due to the service's scale and
impact.

(4)
"State agency" has the same meaning as in section 1.60 of
the Revised Code, except that it does not include the general
assembly, any legislative agency, or the governor.

(B)(1)
The director of administrative services shall designate an employee
of the department to serve as the government service delivery lead
within the department of administrative services.

(2)
The government service delivery lead shall do all of the following:

(a)
Facilitate and coordinate efforts to improve the delivery of
government services by state agencies, with priority given to
high-impact services;

(b)
Serve as the lead, government-wide official responsible for
supporting the delivery of government services;

(c)
Advise the director concerning improvements to the delivery of
government services;

(d)
In consultation with each state agency's service delivery official
and any other state agency stakeholder, develop and oversee the
implementation of delivery standards, policies, and guidelines for
the delivery of government services. The delivery standards,
policies, and guidelines shall do all of the following:

(i)
Consider the needs of the resident, business, or organization
receiving government services;

(ii)
Solicit and consider feedback regarding the delivery of government
services;

(iii)
Assess the delivery of government services process;

(iv)
Consider the factors of ease, efficiency, transparency,
accessibility, fairness, burden, and duration, including wait and
processing times, with respect to the delivery of government
services;

(v)
Encourage the adoption of commercial products and services to ensure
holistic government service delivery channels and to measure customer
service satisfaction.

(e)
Collect and report quantitative and qualitative data on the delivery
of government services;

(f)
Evaluate the quality of the delivery of government services,
including through the establishment of performance metrics developed
using the standards, policies, and guidelines developed pursuant to
division (B)(2)(d) of this section, and the data collected and
reported pursuant to division (B)(2)(e) of this section;

(g)
Engage with stakeholders to identify leading practices in service
design and delivery that would improve the delivery of government
services across and within agencies;

(h)
Coordinate with department of administrative services stakeholders
and other state agency stakeholders on the delivery of government
services;

(i)
Carry out any other duties prescribed by the director.

(C)
Not later than ninety days before the first session of the general
assembly each year, the director shall prepare and submit to the
governor, the president of the senate, and the speaker of the house
of representatives a report that describes current and future efforts
to improve the delivery of government services.

Sec.
125.911.
(A)
The director or administrative head of each state agency is
responsible for the agency's delivery of government services which
shall, at minimum, include improving and enhancing the delivery of
government services to better achieve the mission of the state agency
and to build and maintain trust, transparency, and accountability.

(B)
Not later than one hundred eighty days after the effective date of
this section, the director or administrative head of each state
agency shall designate an employee of the state agency to implement
this section. The designated employee shall do all of the following:

(1)
Report directly to the director, deputy director, or administrative
head of the state agency;

(2)
Possess sufficient authority to implement improvements to the
delivery of government services within the state agency, particularly
for high-impact services;

(3)
Coordinate and execute efforts to improve and enhance the delivery of
government services and the government service delivery channels of
the state agency, under the direction of the director or
administrative head of the state agency, and in collaboration with
relevant state agency officials;

(4)
At the direction of the government service delivery lead and not
later than one year after the effective date of this section, submit
an implementation plan for improving the state agency's delivery of
government services;

(5)
Coordinate the collection and reporting of data required by the
government service delivery lead and use the data to improve the
delivery of government services;

(6)
Facilitate collaboration among and between state agencies, and
components within the state agency and other state agencies, in
coordination with the government service delivery lead, to improve
and enhance the delivery of government services;

(7)
Assist in incorporating this section's requirements into the state
agency's plans.