Service Delivery Shake-Up: How VA’s CX Playbook Is Rewriting the Rules of Government
Service Delivery Shake-Up: How VA’s CX Playbook Is Rewriting the Rules of Government  
Podcast: Fed Gov Today
Published On: Thu Feb 26 2026
Description: 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.Subscribe and listen to the Fed Gov Today Podcast anytime on Apple Podcasts, Spotify, or at FedGovToday.com