Making GovXM Stick: Government Service Delivery Improvement Act

Discover how the Government Service Delivery Improvement Act of 2025 (GSDIA) sets a new standard for accountability and service quality in the Federal government. This groundbreaking legislation, shaped with the expertise of Qualtrics and key legislators, empowers agencies to elevate customer experiences through clear criteria and leadership accountability. In just five minutes, learn how this act promises to enhance the way government serves communities and inspires similar initiatives at the state level, ultimately fostering a more effective and responsive public service.

In any government, having the right authority to act – and the right accountability for results – matters critically for achieving the best outcomes in the communities we serve. That’s why the GSDIA is such an important milestone in our work – now decades in the making – to bring the best of Experience Management to the Federal government. Qualtrics is proud of our contributions to this law, through expert advice and consultation to the legislators making it happen: Rep. Ro Khanna, Rep. William Timmons, Rep. Byron Donalds, Rep. Barry Loudermilk, Sen. Gary Peters, Sen. Rand Paul, Sen. Maggie Hassan, and Sen. Roger Marshall.

The law, which is now inspiring several US state governments to develop similar legislation, provides the leverage organizations need to make sure our hard-won progress in customer experience sticks. Key provisions include:

• An executive leader at OMB responsible for government-wide service quality
• Holding each agency head accountable for that organization’s quality of service delivery
• A lead at each agency, reporting directly to the Cabinet official, responsible for meeting government-wide standards for service delivery
• An emphasis on listening to the voices of those who interact with that agency, in order to understand and improve their experiences
• A requirement to measure and continuously improve the quality of service experiences

Particularly important is the law’s codification of the criteria that every Federal organization must use to evaluate their service quality. These include standards long-established by Qualtrics’ XM Institute™ as critical for effective CX – ease, efficiency, transparency, accessibility, fairness, burden, and duration. By giving the executive branch a clear measuring stick, while preserving agency discretion in how best to achieve results, Congress has balanced its responsibility to drive improvements in the executive branch with the need for flexibility in implementation. This approach offers the best of all worlds in assuring the feasibility of GSDIA compliance by executive branch agencies, and paving the way for sustainable evolution of operational designs as customer needs change.

It takes significant effort to bring a law like this to life, and Qualtrics is privileged to have played a key role in making it happen. By partnering with every Federal Cabinet agency to strengthen capabilities in experience management, and by working with legislative staff to understand how best to build on the results we’ve achieved across the Federal government, Qualtrics has been honored to contribute to the acceleration of effective service delivery for the people our government serves. At the end of the day, our mission is to improve the human experience. We see no better way than to make our government more effective in serving people.