IBM Center for The Business of Government

This report addresses how the government can best implement two statutes—the Government Service Delivery Improvement Act of 2025 and the 21st Century Integrated Digital Experience Act of 2018. These laws have raised expectations for accessible, measurable, user-centered services. The report explains how agencies can meet those expectations in practice within existing resources.

A major challenge for government in serving the public raises this question: how can agencies organized around programs engage with people whose needs are organized around their lives? A new parent seeking health coverage, food assistance, and job-protected leave may need to work with five federal agencies, each with its own forms and rules and often its own state or local partner. A disaster survivor may describe the same damage on multiple applications. As the report notes, a new parent can have up to 17 different agency touchpoints.

Federal supply chains underpin nearly every aspect of government operations. From defense systems and medical supplies to microelectronics and diplomatic security equipment, the federal government depends on a complex, layered network of suppliers, manufacturers, and logistics providers to carry out its missions. When that network is disrupted, whether due to geopolitical tensions, cyberattacks, natural disasters, or gaps in visibility and planning, the consequences can range from operational delays to failures with significant national security implications. The question facing government leaders is not whether federal supply chains face serious risks, but whether agencies have the tools, data, and organizational capacity to manage those risks effectively.

Public trust in government institutions continues to decline, and the experiences people have with public services often impact that trend. Every form, portal, and eligibility check creates a burden for people: the time needed to learn how a program works, the effort required to comply with its requirements, or the stress of waiting through an opaque process. This works like a “time tax” that can fall hardest on those with the least margin to absorb additional costs.