5 U.S.C. § 321

1. (1)The term “agency” has the meaning given that term in section 3502 of title 44.
2. (2)The term “Director” means the Director of the Office of Management and Budget.
3. (3)The term “Government service delivery” means any action by an agency related to providing a benefit or service to an individual, business, or organization (such as a grantee or State, local, or Tribal entity), including any such action of a contractor or nonprofit organization acting on behalf of the agency or administering a federally-funded program.
4. (4)The term “Government service delivery channel” means the format or medium of an interaction or transaction with the Federal Government, including in-person, through the mail, through a digital service, by telephone, through a contact center, on a website, through outreach and communication, and through collaboration with a third party, or through other ways in which an individual or entity significantly interacts with the Federal Government.
5. (5)The term “high impact service provider” means an agency program identified by the Director due to the scale and impact of the public-facing services of the program.