1. Short title This Act may be cited as the Improving Government Services Act . 2. Definitions In this Act: (1) Agency The term agency has the meaning given the term Executive agency in section 105 of title 5, United States Code. (2) Customer The term customer means any individual, business, or organization, including a grantee and a State, local, or Tribal entity, that interacts with an agency or program, either directly or through a federally funded program administered by a contractor, nonprofit organization, or other Federal entity. (3) Customer experience The term customer experience means, with respect to a member of the public, the general perception of and the overall satisfaction with interactions with an agency or a product or service of the agency. (4) CX Action Plan The term CX Action Plan means the annual customer experience action plan described in section 3. (5) Designated entity The term designated entity means an agency or high-impact service provider designated by the Director under section 3(a). (6) Director The term Director means the Director of the Office of Management and Budget. (7) High-impact service provider The term high-impact service provider means a Federal entity, as designated by the Director, that provides or funds customer-facing services, including Federal services administered at the State or local level, that have a high impact on the public, whether because of a large customer base or a critical effect on those served. (8) Human-centered design The term human-centered design means an interdisciplinary methodology of putting individuals, including those who will use or be impacted by a product or service, at the center of any process to solve challenging problems. (9) Service delivery The term service delivery means any actions by the Federal Government relating to the provision of a benefit or service to a customer of an agency during each stage of the process of delivering the benefit or service to the customer, including— (A) an application, renewal, or extension by a