The government faces challenges in delivering services effectively and efficiently to its customers. However, a new bipartisan law has been passed with the goal of transforming that perception by improving service delivery for all.

The Government Service Delivery Improvement Act is designed to enhance customer experience (CX) across federal services to increase efficiency, transparency, and trust in government. The goal is to simplify how citizens interact with these programs by getting government agencies to work better together. The bill requires each federal agency, particularly in respect to the high impact service providers (HISPs), to appoint a senior official specifically dedicated to improving CX and service delivery, develop and execute plans to enhance customer interactions across all delivery channels, align agency strategies with the Act’s objectives, and integrate service delivery metrics into reports and performance plans. The Office of Management and Budget (OMB) will supervise these initiatives across agencies to ensure a strategic and unified approach. OMB will also be tasked with establishing government-wide standards, policies, and metrics.

The Act builds on previous legislation, such as the 21st Century IDEA Act, which mandated executive branch agencies to deliver a digital first experience to the public. By improving how essential services are delivered, the government intends to reduce frustration and streamline processes for its customers. Most importantly, the Act’s bipartisan support displays a commitment to making federal services more responsive and efficient.

Why should you care and are you ready to comply?

The Government Service Delivery Improvement Act is a key step in modernizing customers’ interactions with the federal government and making those interactions more efficient. Today, technology, simplicity, and efficiency shape our expectations, and this bill recognizes that the government needs to match the great CX people are used to getting from the private sector. This act requires HISP agency compliance so Americans can access essential services without unnecessary complications.

Agencies that focus on improving CX and streamlining their services will see happier customers and more efficient operations. By using digital tools, like self-service portals and Artificial Intelligence (AI) chatbots or agents, they can make it easier for people to access services. Tasks like passport applications and tax filings can be done with fewer steps, and what used to take days or weeks could happen faster or in real-time. In addition, training staff in human-centered design (HCD) practices can make sure their teams have the skills to respond quickly and accurately to customer needs. Using experiential data, agencies offer proactive assistance rather than reactive support. Finally, sharing performance metrics and being transparent can track how well agencies meet standards while showing accountability and continuous CX improvement.

Equally important to CX is Employee Experience (EX). Agencies that look at ways to improve their employee experience will see an increase in customer satisfaction. EX is a multifaceted topic that we will cover in a subsequent article.

These are just a few strategies agencies can adopt to comply with The Government Service Delivery Improvement Act.

Why choose PBG?

At PBG, we are ready to help federal agencies comply with the Government Service Delivery Improvement Act by improving CX and EX. With our extensive experience working with federal clients, we understand the challenges and difficulties of government operations. This understanding lets us provide unique consulting services that focus on streamlining processes and improving interactions with government services.

PBG has a deep understanding of our customers’ requirements and a proven record of delivering results. We can aid agencies in the cross-agency coordination and mandates of the Act, guaranteeing compliance and improvements. We bring innovative, customized solutions that are designed to improve service efficiency and align with each agency’s specific needs. We’ve built a strong track record of managing complex projects and delivering real results, making us a reliable partner in helping federal agencies improve the way they serve the public. We have a proven record of helping government agencies create efficiencies, such as automating 60% of manual contract calculations at USDA, which reduced audit errors and improved procurement accuracy while delivering a user-friendly system through human-centered design. We also facilitated the transition to safe agile practices within the OCIO at OPM, improving alignment with agile methodologies and addressing challenges in governance and process management.

With the Government Service Delivery Improvement Act, the federal government has an opportunity to improve on how it serves the public. At PBG, we are here to partner with agencies in this journey, ensuring they not only comply with the Act but exceed expectations, delivering a simple, seamless, efficient, and customer-focused experience that builds trust and inspires confidence in government services.

About PBG

PBG Consulting is a women-owned, mission-obsessed Digital Consultancy supporting federal agencies with Strategy and Design and Digital Transformation. With a relentless commitment to quality and an innovation-first mindset, PBG serves government missions with passion, boldness, and grit. For more information, contact us at www.PBGconsult.com.

Tags CX Digital Transformation Human-Centered