This interview was originally featured on GovCIO Media & Research on October 1, 2026.
Federal agencies are rethinking how they deliver services to create more efficient, intuitive and responsive experiences for both the public and the workforce. New mandates, including the Government Service Delivery Improvement Act, are adding momentum to efforts that put customer experience and human-centered design at the center of modernization.
Leaders from Customs and Border Protection (CBP) and Maximus discuss how agencies can translate these priorities into meaningful change. They explore how CBP is structuring its customer experience efforts, empowering grassroots innovation and using technology to improve employee- and customer-facing services.
Learn more about:
- How the Government Service Delivery Improvement Act is shaping agency approaches to customer experience and modernization. Timestamp 1:30.
- How human-centered design and grassroots innovation can improve services for both government employees and the public. Timestamp 17:30.
- How agencies can measure the impact of service delivery initiatives and identify practical first steps for modernization. Timestamp 26:05.