The impact of the Government Services Delivery Improvement Act

Embracing a new era of government service: The impact of the Government Services Delivery Improvement Act

Matt Chong, the public sector leader at Qualtrics, explains how technology can help transform how agencies deliver services.

Matt Chong

May 16, 2025 4:24 pm

3 min read

Unlike the private sector, government service delivery faces a unique set of challenges. Agencies and programs must not only meet the diverse needs of citizens, businesses and organizations, but also modernize vast legacy systems to match modern expectations for efficient digital services.

A comprehensive 2023 McKinsey study surveyed 30,000 customers across 40 high-impact government services, examining how citizens interact with federal agencies. The study revealed critical insights about the “time tax” — the burden citizens face when engaging with government services, from finding information to completing redundant forms.

While agencies strive to meet the Office of Management and Budget’s standards for simple, seamless, secure and equitable service delivery, the research highlighted significant challenges affecting both customer satisfaction and trust in government. Notably, the study found that digital self-service solutions could dramatically improve the customer experience, with survey participants strongly preferring comprehensive digital options over traditional channels like call centers or in-person visits.

To address these challenges, in January 2025, President Joe Biden signed the bipartisan GSDI Act into law. Under this legislation, OMB will designate a federal government service delivery lead to coordinate improvements across agencies. This point person will collaborate with executive branch heads to drive meaningful, efficient change within their organizations.

The framework establishes clear responsibilities and a foundation for accountability and inter-agency collaboration, directly contributing to government efficiency. To measure success, OMB will develop standardized metrics while encouraging agencies to establish their own indicators.

While agencies serving similar populations face comparable challenges, their operational needs vary significantly. Benefits-focused agencies struggle with application processing times and status transparency, while compliance-oriented organizations must balance enforcement with user experience. Information services grapple with content clarity and accessibility. By sharing best practices across these categories while maintaining tailored approaches, agencies can create more efficient and responsive programs. Success stories already exist — agencies that have implemented standardized measurement systems and cross-agency collaboration have seen satisfaction scores improve by as much as 20 percentage points in 12 months.

This is where technology providers can play a crucial role in this transformation:

Advanced survey tools: Modern CX platforms enable agencies to collect and analyze feedback from individuals and organizations, ensuring compliance while strengthening quality. These systems can identify patterns across millions of interactions, helping agencies spot systematic issues before they become widespread. Federal agencies using these platforms report up to 40% faster issue identification and resolution across their service channels.
Integrated data insights: Breaking down silos facilitates coordinated insights across agencies, ensuring constituent voices shape improvements. Real-world applications include identifying common failure points in cross-agency processes and streamlining redundant information requests.

Real-time feedback: Today’s platforms offer instantaneous performance insights, allowing agencies to identify and address issues swiftly. Advanced analytics can now predict potential service disruptions and automatically route resources to high-demand areas.
Customer-centric approach: Improving services means prioritizing user experience. With access to extensive user experience research, agencies can understand customer journeys and identify key pain points. This shift towards a more customer-centric approach aligns perfectly with the new law’s goal of delivering efficient and equitable services.

The GSDI Act marks a fundamental shift in government operations. By establishing clear accountability structures, agencies can build lasting improvements in service delivery. This framework does more than meet compliance requirements — it lays the groundwork for responsive governance that effectively serves citizens.

The momentum for change is building. The 2024 American Customer Satisfaction Index (ACSI®) study shows citizen satisfaction with federal services has reached its highest level since 2017. These gains stem from modernized websites, digitized services and expanded e-signature use.

We’re confident that the GSDI Act will elevate customer experience through improved service delivery as federal agencies continue to embrace innovative technologies — with the ultimate goal of building a government that truly serves the people.

Matt Chong is the public sector leader at Qualtrics.