Efficiency in Action: Revolutionizing Government Service Delivery

This IBM Center for The Business of Government roundtable report examines how federal agencies can improve public service delivery. Written for government executives, customer experience leaders, and modernization teams, it evaluates the Government Service Delivery Improvement Act of 2025 and the 21st Century Integrated Digital Experience Act of 2018.

Readers will learn how to establish end-to-end accountability, measure service outcomes, and modernize under budget constraints. The report notes that Social Security’s pending cases reached 1.26 million in June 2024 and fell to 831,000 by February 2026. It identifies seven strategic findings and recommends shared services, clearer ownership, and responsible use of AI. As the IBM Center report states, “In the end, modernization of government is not the objective: better service is.”