This podcast is the latest episode in The Loop series, produced by InnovationAus.com in partnership with Granicus. The success of US veteran health portal My HealtheVet poses a stark question for public servants: Are we meeting the specific needs of those we serve, or merely checking boxes? Granicus' Chief Customer Officer, Gabriele Masili, led the team that grew My HealtheVet from 30,000 to 1 million users. He joins publisher Corrie McLeod to discuss the development of a platform that has helped a government exceed its constituents' expectations, and set a new global standard for other public sectors to chase - including Australia.