Shown verbatim: the complete text as captured from the official PDF posted by the Oklahoma Legislature, fetched 2026-07-23. Page and line markers are part of the official record; nothing is edited or removed. The official bill page.
1 STATE OF OKLAHOMA
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2 2nd Session of the 60th Legislature (2026)
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3 SENATE BILL 1587 By: Howard
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6 AS INTRODUCED
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7 An Act relating to state government; creating the
7 Government Service Delivery Improvement Act;
8 providing short title; defining terms; requiring the
8 Director of the Office of Management and Enterprise
9 Services to appoint the State of Oklahoma Government
9 Service Delivery Lead; prescribing duties of the
10 State of Oklahoma Government Service Delivery Lead;
10 requiring heads of state agencies to appoint a lead
11 agency service delivery official within certain time
11 frame; prescribing duties of lead agency service
12 delivery officials; requiring annual submission of
12 certain report; providing for codification; and
13 providing an effective date.
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16 BE IT ENACTED BY THE PEOPLE OF THE STATE OF OKLAHOMA:
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17 SECTION 1. NEW LAW A new section of law to be codified
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18 in the Oklahoma Statutes as Section 74.2 of Title 74, unless there
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19 is created a duplication in numbering, reads as follows:
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20 A. This act shall be known and may be cited as the "Government
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21 Service Delivery Improvement Act".
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22 B. As used in this section:
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23 1. "Agency" means any board, commission, department, authority,
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24 bureau, office, or other entity created with the authority to make
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Req. No. 3420 Page 1
1 rules or formulate orders as defined in the Administrative
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2 Procedures Act, as well as any correctional institution or other
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3 type of institution;
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4 2. "Government service delivery" means:
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5 a. any action by an agency related to providing a benefit
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6 or service to a state resident, business, or
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7 organization, including, but not limited to, a grantee
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8 or a state, county, municipal, or tribal entity, or
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9 b. any such action by a contractor or nonprofit
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10 organization acting on behalf of an agency or
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11 administering a state-funded program;
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12 3. "Government service delivery channel" means the way an
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13 individual or entity significantly interacts with or engages with
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14 state government, including, but not limited to, such interaction
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15 by:
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16 a. mail,
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17 b. digital service,
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18 c. telephone,
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19 d. a contact center,
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20 e. a website,
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21 f. outreach and communication,
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22 g. collaboration with a third party, or
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1 h. any other way in which an individual or entity
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2 significantly interacts with or engages with state
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3 government;
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4 4. "High-impact service program" means an agency program
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5 identified by the Director of the Office of Management and
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6 Enterprise Services as such due to the scale and impact of the
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7 public-facing services of such program; and
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8 5. "High-impact service provider" means an agency providing a
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9 high-impact service program.
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10 C. The Director of the Office of Management and Enterprise
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11 Services shall designate or appoint the State of Oklahoma Government
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12 Service Delivery Lead within the Office of Management and Enterprise
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13 Services, who shall:
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14 1. Coordinate and facilitate statewide efforts to improve
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15 government service delivery by agencies, particularly with respect
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16 to high-impact service programs and providers;
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17 2. Carry out the duties and powers granted to him or her by the
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18 Director;
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19 3. Serve as the lead statewide official responsible for
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20 supporting government service delivery;
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21 4. Advise the Director concerning the improvement of government
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22 service delivery by agencies;
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23 5. Collaborate with lead agency service delivery officials, and
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24 any other agency officials as appropriate, to develop and oversee
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Req. No. 3420 Page 3
1 the implementation of statewide government service delivery
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2 standards, policies, and guidelines, including standards, policies,
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3 and guidelines to:
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4 a. understand the needs of an individual or entity
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5 interacting with an agency,
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6 b. solicit and consider feedback on government service
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7 delivery by an agency,
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8 c. examine government service delivery processes,
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9 d. assess how the factors of ease, efficiency,
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10 transparency, accessibility, fairness, burden, and
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11 duration, including wait and processing times, impact
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12 government service delivery, and
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13 e. encourage the adoption of products, services, and
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14 procedures to enhance the efficacy of government
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15 service delivery and the satisfaction of individuals
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16 or entities interacting with an agency;
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17 6. Collect and report qualitative and quantitative information
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18 or data on government service delivery through existing reporting
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19 mechanisms;
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20 7. Evaluate the quality of government service delivery,
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21 including through the establishment of performance metrics developed
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22 using the standards, policies, and guidelines provided for in
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23 paragraph 5 of this subsection and the information or data collected
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24 pursuant to paragraph 6 of this subsection; and
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1 8. Engage with stakeholders to identify practices to improve
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2 government service delivery by agencies.
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3 D. 1. The director of each agency shall be responsible for the
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4 implementation of government service delivery by the agency and
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5 shall seek to enhance such delivery to better achieve the mission of
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6 the agency and maintain trust, transparency, and accountability with
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7 those interacting with the agency.
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8 2. No later than one hundred eighty (180) days after the
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9 effective date of this act, the director of each agency shall
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10 designate or appoint a lead agency service delivery official, who
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11 shall:
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12 a. report directly to the director of the agency, or a
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13 designee,
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14 b. possess sufficient operational authority to carry out
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15 the implementation of government service delivery
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16 improvements within the agency,
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17 c. as appropriate and at the direction of the director of
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18 the agency, coordinate and execute efforts to improve
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19 and enhance the government service delivery and
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20 channels of the agency,
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21 d. at the direction of the State of Oklahoma Government
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22 Service Delivery Lead, submit an implementation plan
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23 for improving the agency's government service delivery
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24 and channels,
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1 e. coordinate the collection and reporting of information
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2 and data on government service delivery within the
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3 agency,
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4 f. facilitate collaboration within the agency and, as
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5 appropriate, with other agencies in coordination with
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6 the State of Oklahoma Government Service Delivery
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7 Lead, to improve and enhance government service
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8 delivery, and
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9 g. assist in the incorporation of the government service
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10 delivery standards, policies, and guidelines provided
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11 for in paragraph 5 of subsection C of this section.
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12 E. The Director of the Office of Management and Enterprise
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13 Services shall, no later than ninety (90) days prior to the
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14 beginning of the annual legislative session, electronically submit
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15 to the President Pro Tempore of the Senate, the Speaker of the House
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16 of Representatives, and the Governor a report on statewide efforts
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17 to improve government service delivery by agencies.
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18 SECTION 2. This act shall become effective November 1, 2026.
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Req. No. 3420 Page 6Every fact on this page links to its source, starting with the official bill record.