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