Service Delivery Insights Working Group Meeting Documents
Service Delivery Insights Working Group Meeting Documents
ACT-IAC Customer Experience COI September 2026
Join the ACT-IAC Customer Experience COI September member meeting. More information will be available soon.
ACT-IAC Customer Experience COI August 2026
Join the ACT-IAC Customer Experience COI August member meeting featuring "Digital Self Service." More information will be available soon.
ACT-IAC Customer Experience COI July 2026
Join the ACT-IAC Customer Experience COI July member meeting featuring "Workforce Optimization for Service Delivery." More information will be available soon.
ACT-IAC Customer Experience COI May 2026 Member Meeting
Join the CX Community of Interest on May 19 for our mid-year membership meeting — a chance to connect with fellow members, hear the latest on our working groups and educational programming, and help shape the COI's priorities for the year ahead.
These meetings are where the community comes together to share what's happening across government and industry, weigh in on the direction of our work, and stay close to the conversations driving federal customer experience forward.
Members will hear updates from the leaders of our three working groups:
Contact Center Working Group Kick Off Meeting (March 19, 2026)
The ACT-IAC Contact Center Working Group held its kick off meeting on March 19, 2026.
ACT-IAC Customer Experience COI April 2026
In-person registration is now closed. Virtual registration remains open through April 30.
Beyond the Beltway: State CX in the Spotlight
How states are redefining government service delivery and what the broader public sector can learn.
Join the ACT-IAC Customer Experience Community of Interest (CX COI) on April 30, 2026, for a hybrid event and networking reception at One World Trade Center in New York City.
ACT-IAC Customer Experience COI March 2026
Join the ACT-IAC Customer Experience COI member meeting featuring the topic "AI in Action: Enabling Smarter Service Interactions." Discover how AI is transforming government interactions and empowering faster, more personal service to citizens in every interaction.
Contact Center Optimization Work Group
Mission
To be the leading collaborative forum for government and industry contact center leaders, shaping a future of continuous innovation where customer interactions are seamless, efficient and trusted.
To drive measurable improvements in Government contact center performance by connecting leaders across sectors, sharing knowledge and best practices, and accelerating adoption of cutting-edge technologies.
Service Delivery Insights Working Group
Mission Background
One of the most important things government agencies can do to better meet citizen need is to deliver well-designed, insights-driven services. Doing so leads to increased taxpayer savings, decreased agency spending, and ultimately, stronger public trust in government. In the face of new resource limitations, policy aims, and the requirements of the recently enacted Government Service Delivery Improvement (GDSI) Act, the Services Delivery Insights Working Group was created.