Join the ACT-IAC Customer Experience COI January member meeting to hear a discussion on Navigating Customer Experience through the Government Improvement Service Delivery Act (H.R. 5887).
The recently passed Government Service Delivery Improvement Act marks a significant milestone in the ongoing effort to enhance customer and employee experience in government services. This ACT-IAC CX Community of Interest (COI) session will delve into the Act’s key provisions, including the establishment of dedicated service delivery leadership roles within agencies and OMB, as well as new reporting and performance requirements. Featuring a panel of industry and government leaders, this discussion will reflect on the foundation built during previous administrations—such as the introduction of HISPs, the development of the first ever customer experience (CX) cross-agency priority goal under the first Trump administration, GSA Centers of Excellence, and more —and explore how this new legislation strengthens the government’s commitment to transforming service delivery.
Panelists will address the benefits, challenges, and practical implications of the Act, offering insights into how agencies can harness customer experience practices as the “how” to create more effective and efficient government services. From engaging employees to implementing actionable feedback loops, this session will provide valuable recommendations for chief customer officers, CIOs, digital experience leads, and others charged with delivering public value. Whether you’re a practitioner or a policymaker, join us to gain a deeper understanding of how this law sets the stage for a more customer-focused, mission-driven federal government.
- Martha Dorris - Founder, DCI; Chair of CX COI Government Advisory Board
- Lee Becker - SVP and Public Sector practice lead at Medallia; CX COI Industry Chair
- Crystal Philcox (INVITED) - Assistant Commissioner for Travel, Transportation, and Logistics, US General Services Administration; CX COI Government Chair
- Amanda Chavez - VP for CX, NuAxis; CX COI Industry Vice Chair
- Dominic Sale - Managing Director, Government Experience Practice, Code and Theory; CX COI Program Committee Chair
- Airis McCottry Gill - Managing Director, Deloitte; Industry co-chair of the EX Working Group (of the CX COI)
United States