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  "coverImage": {
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  "path": "/commentary/2026/06/why-empathy-not-tech-drives-federal-it-service-delivery-success/",
  "publishedAt": "2026-06-02T20:22:48.000Z",
  "site": "https://federalnewsnetwork.com",
  "tags": [
    "All News",
    "Commentary",
    "Cybersecurity",
    "IT Modernization",
    "Technology",
    "21st Century IDEA Act",
    "Contracting Officer's Representative",
    "Contractor Performance Assessment Reporting System",
    "customer experience",
    "Department of Veterans Affairs",
    "Dodla Digital",
    "federal customer experience",
    "federal digital user experience",
    "IT Service Management",
    "IT services",
    "Office of Management and Budget",
    "technology modernization fund",
    "TMF",
    "Tori Reddy Dodla",
    "user experience"
  ],
  "textContent": "Technical skills still matter, but training the next generation of federal IT professionals must center on empathy and soft skills.",
  "title": "Why empathy, not tech, drives federal IT service delivery success"
}