Read the full stored bill text
Req. No. 3420 Page 1
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
STATE OF OKLAHOMA
2nd Session of the 60th Legislature (2026)
SENATE BILL 1587 By: Howard
AS INTRODUCED
An Act relating to state government; creating the
Government Service Delivery Improvement Act;
providing short title; defining terms; requiring the
Director of the Office of Management and Enterprise
Services to appoint the State of Oklahoma Government
Service Delivery Lead; prescribing duties of the
State of Oklahoma Government Service Delivery Lead;
requiring heads of state agencies to appoint a lead
agency service delivery official within certain time
frame; prescribing duties of lead agency service
delivery officials; requiring annual submission of
certain report; providing for codification; and
providing an effective date.
BE IT ENACTED BY THE PEOPLE OF THE STATE OF OKLAHOMA:
SECTION 1. NEW LAW A new section of law to be codified
in the Oklahoma Statutes as Section 74.2 of Title 74, unless there
is created a duplication in numbering, reads as follows:
A. This act shall be known and may be cited as the “Government
Service Delivery Improvement Act”.
B. As used in this section:
1. “Agency” means any board, commission, department, authority,
bureau, office, or other entity created with the authority to make
Req. No. 3420 Page 2
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
rules or formulate orders as defined in the Administrative
Procedures Act, as well as any correctional institution or other
type of institution;
2. “Government service delivery” means:
a. any action by an agency related to providing a benefit
or service to a state resident, business, or
organization, including, but not limited to, a grantee
or a state, county, municipal, or tribal entity, or
b. any such action by a contractor or nonprofit
organization acting on behalf of an agency or
administering a state-funded program;
3. “Government service delivery channel” means the way an
individual or entity significantly interacts with or engages with
state government, including, but not limited to, such interaction
by:
a. mail,
b. digital service,
c. telephone,
d. a contact center,
e. a website,
f. outreach and communication,
g. collaboration with a third party, or
Req. No. 3420 Page 3
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
h. any other way in which an individual or entity
significantly interacts with or engages with state
government;
4. “High-impact service program” means an agency program
identified by the Director of the Office of Management and
Enterprise Services as such due to the scale and impact of the
public-facing services of such program; and
5. “High-impact service provider” means an agency providing a
high-impact service program.
C. The Director of the Office of Management and Enterprise
Services shall designate or appoint the State of Oklahoma Government
Service Delivery Lead within the Office of Management and Enterprise
Services, who shall:
1. Coordinate and facilitate statewide efforts to improve
government service delivery by agencies, particularly with respect
to high-impact service programs and providers;
2. Carry out the duties and powers granted to him or her by the
Director;
3. Serve as the lead statewide official responsible for
supporting government service delivery;
4. Advise the Director concerning the improvement of government
service delivery by agencies;
5. Collaborate with lead agency service delivery officials, and
any other agency officials as appropriate, to develop and oversee
Req. No. 3420 Page 4
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
the implementation of statewide government service delivery
standards, policies, and guidelines, including standards, policies,
and guidelines to:
a. understand the needs of an individual or entity
interacting with an agency,
b. solicit and consider feedback on government service
delivery by an agency,
c. examine government service delivery processes,
d. assess how the factors of ease, efficiency,
transparency, accessibility, fairness, burden, and
duration, including wait and processing times, impact
government service delivery, and
e. encourage the adoption of products, services, and
procedures to enhance the efficacy of government
service delivery and the satisfaction of individuals
or entities interacting with an agency;
6. Collect and report qualitative and quantitative information
or data on government service delivery through existing reporting
mechanisms;
7. Evaluate the quality of government service delivery,
including through the establishment of performance metrics developed
using the standards, policies, and guidelines provided for in
paragraph 5 of this subsection and the information or data collected
pursuant to paragraph 6 of this subsection; and
Req. No. 3420 Page 5
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
8. Engage with stakeholders to identify practices to improve
government service delivery by agencies.
D. 1. The director of each agency shall be responsible for the
implementation of government service delivery by the agency and
shall seek to enhance such delivery to better achieve the mission of
the agency and maintain trust, transparency, and accountability with
those interacting with the agency.
2. No later than one hundred eighty (180) days after the
effective date of this act, the director of each agency shall
designate or appoint a lead agency service delivery official, who
shall:
a. report directly to the director of the agency, or a
designee,
b. possess sufficient operational authority to carry out
the implementation of government service delivery
improvements within the agency,
c. as appropriate and at the direction of the director of
the agency, coordinate and execute efforts to improve
and enhance the government service delivery and
channels of the agency,
d. at the direction of the State of Oklahoma Government
Service Delivery Lead, submit an implementation plan
for improving the agency’s government service delivery
and channels,
Req. No. 3420 Page 6
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
e. coordinate the collection and reporting of information
and data on government service delivery within the
agency,
f. facilitate collaboration within the agency and, as
appropriate, with other agencies in coordination with
the State of Oklahoma Government Service Delivery
Lead, to improve and enhance government service
delivery, and
g. assist in the incorporation of the government service
delivery standards, policies, and guidelines provided
for in paragraph 5 of subsection C of this section.
E. The Director of the Office of Management and Enterprise
Services shall, no later than ninety (90) days prior to the
beginning of the annual legislative session, electronically submit
to the President Pro Tempore of the Senate, the Speaker of the House
of Representatives, and the Governor a report on statewide efforts
to improve government service delivery by agencies.
SECTION 2. This act shall become effective November 1, 2026.
60-2-3420 MSBB 1/13/2026 10:18:25 AM