25 LC 60 0040
Senate Bill 46
By: Senators Harbin of the 16th, Dolezal of the 27th, Tillery of the 19th, Anavitarte of the
31st, Kennedy of the 18th and others
AS PASSED SENATE
A BILL TO BE ENTITLED
AN ACT
To amend Chapter 1 of Title 50 of the Official Code of Georgia Annotated, relating to
1
general provisions relative to state government, so as to improve government service delivery2
in this state; to provide for the appointment of a State of Georgia Government Service3
Delivery Lead within the Georgia Technology Authority to coordinate such efforts; to4
establish the powers and duties of such individual; to establish the heads of each state agency5
as responsible for the government service delivery of their agency and provide for related6
powers and duties; to provide for annual reporting; to provide for definitions; to provide for7
a short title; to repeal conflicting laws; and for other purposes.8
BE IT ENACTED BY THE GENERAL ASSEMBLY OF GEORGIA:9
SECTION 1.10
This Act shall be known and may be cited as the "Government Serves the People Act."11
SECTION 2.12
Chapter 1 of Title 50 of the Official Code of Georgia Annotated, relating to general13
provisions relative to state government, is amended by adding new Code sections to read as14
follows:15
S. B. 46
- 1 - 25 LC 60 0040
"50-1-14.16
(a) As used in this Code section, the term:17
(1) 'Agency' means any state department, agency, division, board, bureau, commission,18
authority, entity, or instrumentality, excluding the Board of Regents of the University19
System of Georgia and any institution of the University System of Georgia.20
(2) 'Director' means the Chief Information Officer and Executive Director of the Georgia21
Technology Authority established pursuant to Code Section 50-25-1.22
(3) 'Government service delivery' means any action by an agency related to providing23
a benefit or service to a state resident, business, or organization, including, but not limited24
to, actions of any independent contractor or nonprofit organization acting on behalf of25
such agency.26
(4) 'Government service delivery channel' means the method of an interaction or27
transaction with an agency, including, but not limited to, in-person, through the mail,28
through a digital service, by telephone, through a contact center, on a website, through29
outreach and communication, or through collaboration with a third party.30
(5) 'High-impact service program' means any agency program identified by the director31
due to the scale and impact of the public-facing services of such program.32
(b) Not later than 180 days after the effective date of this Code section, the director shall33
appoint a State of Georgia Government Service Delivery Lead within the Georgia34
Technology Authority to coordinate government-wide efforts aimed at improving35
government service delivery by agencies. Such individual shall have and may exercise the36
following powers and duties:37
(1) Facilitate and coordinate government-wide efforts to improve government service38
delivery provided by agencies, particularly with respect to high-impact service programs;39
(2) Carry out duties and powers prescribed by the director;40
(3) Serve as the lead, government-wide official responsible for supporting government41
service delivery;42
S. B. 46
- 2 - 25 LC 60 0040
(4) In consultation with each lead agency service delivery official, appointed pursuant43
to Code Section 50-1-15, and any other agency stakeholder as appropriate, develop and44
oversee the implementation of government-wide government service delivery standards,45
policies, and guidelines for benefits and services provided by agencies, including, but not46
limited to, standards, policies, and guidelines to:47
(A) Understand the needs of an individual, business, or organization interacting with48
an agency;49
(B) Solicit and consider voluntary feedback on the government service delivery by the50
agency;51
(C) Assess government service delivery processes;52
(D) Evaluate the factors of ease, efficiency, transparency, accessibility, fairness,53
burden, and duration, including, but not limited to, wait and processing times, with54
respect to government service delivery; and55
(E) Encourage the adoption of commercial products and services to measure and56
ensure holistic government service delivery channels and customer service satisfaction57
and customer experience;58
(5) Collect and report qualitative and quantitative information or data on government59
service delivery through existing reporting mechanisms;60
(6) Evaluate the quality of government service delivery, including through the61
establishment of performance metrics developed using the standards, policies, and62
guidelines established pursuant to paragraph (4) of this subsection and the information63
or data collected and reported pursuant to paragraph (5) of this subsection;64
(7) Engage with service design and delivery experts to identify leading practices that65
would improve government service delivery across and within agencies;66
(8) Advise the director concerning the improvement of government service delivery67
provided by agencies; and68
S. B. 46
- 3 - 25 LC 60 0040
(9) Coordinate with Georgia Technology Authority stakeholders and other executive69
agency stakeholders as appropriate on government service delivery.70
50-1-15.71
(a) As used in this Code section, the term:72
(1) 'Agency' shall have the same meaning as set forth in Code Section 50-1-14.73
(2) 'Government service delivery' shall have the same meaning as set forth in Code74
Section 50-1-14.75
(3) 'State of Georgia Government Service Delivery Lead' means the individual appointed76
pursuant to subsection (b) of Code Section 50-1-14.77
(b) The head of each agency shall be responsible for the government service delivery of78
such agency, which shall, at a minimum, include improving and enhancing government79
delivery services to better achieve the mission of the agency and build and maintain trust,80
transparency, and accountability.81
(c) Not later than 180 days after the effective date of this Code section, the head of each82
agency shall appoint a lead agency service delivery official to implement the purposes of83
this Code section. Such individual may be the deputy head of the agency and shall have84
and may exercise the following powers and duties:85
(1) Report directly to the head or deputy head of the agency, as appropriate;86
(2) Implement government service delivery improvements within the agency,87
particularly for high-impact service programs;88
(3) Coordinate and execute, as appropriate, under the direction of the head of the agency,89
and in collaboration with relevant agency stakeholders as appropriate, efforts to improve90
and enhance the government service delivery and government service delivery channels91
of the agency;92
(4) At the direction of the State of Georgia Government Service Delivery Lead, submit93
a 12 month plan for improving government service delivery of the agency;94
S. B. 46
- 4 - 25 LC 60 0040
(5) Coordinate the collection and reporting of the data and information as necessary to95
improve government service delivery;96
(6) Facilitate collaboration among and between offices, components within the agency,97
and other agencies as appropriate, in coordination with the State of Georgia Government98
Service Delivery Lead, to improve and enhance government-wide government service99
delivery; and100
(7) Assist with incorporating the government service delivery requirements established101
under this Code section in agency plans, including, but not limited to, strategic plans or102
annual performance plans.103
50-1-16.104
(a) As used in this Code section, the term:105
(1) 'Agency' shall have the same meaning as set forth in Code Section 50-1-14.106
(2) 'Director' shall have the same meaning as set forth in Code Section 50-1-14.107
(3) 'Government service delivery' shall have the same meaning as set forth in Code108
Section 50-1-14.109
(b) Beginning in 2026, not later than 90 days prior to the beginning of the General110
Assembly's next regular legislative session, the director shall submit to the Governor, the111
Lieutenant Governor, and the Speaker of the House of Representatives an annual report on112
current and future government-wide efforts to improve government service delivery by113
agencies."114
SECTION 3.115
All laws and parts of laws in conflict with this Act are repealed.116
S. B. 46
- 5 -