Dept. of Labor’s Krista Kinnard; VA’s Barbara Morton.

“[I]f the experiences are bad, there's something else at work here that we need to sort of be able to uncover and address before a crisis happens and that’s what we’ve done."

But how can collaboration really happen? Government leaders offer some advice on how to actually break down silos.

The office is looking to create a customer experience "institute" to share what it has learned with employees at the VA and across government.