Embracing a new era of government service: 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

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…