Government service delivery is becoming more human centered. Four lessons from the 2026 Qualtrics® Government Summit

Government agencies are advancing human-centered service delivery by collecting feedback at moments of customer friction rather than after completion, establishing clear governance structures before implementation, visibly closing feedback loops with citizens and employees, and connecting employee experience metrics to customer outcomes. The 2026 Qualtrics Government Summit revealed that acting on what they learn fast enough to deliver outcomes that matter remains the primary challenge as AI raises expectations across all interactions.