Service Delivery Shake-Up: How VA’s CX Playbook Is Rewriting the Rules of Government

On this edition of Fed Gov Today, CX expert Martha Dorris explains how the Government Service Delivery Improvement Act is redefining accountability and governance across federal agencies.

The VA offers a powerful model—combining operational and experience data, challenging “myth vs. law” requirements, and embedding human-centered design into care delivery. From wayfinding volunteers in medical centers to innovative transportation partnerships, VA shows how low-tech and high-tech solutions can work together.

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