Sometimes the government’s reputation for poor customer service is deserved. Only 63% of respondents to a 2022 survey said they were satisfied with government online services.
To rebuild trust in governing agencies that has waned in the past 20 years, the public sector is on a mission to better serve its people. Government has many of the required tools: Automation, big data and machine learning are changing dialogues among agencies and their constituents. Yet only a dynamic digital framework and a “mindset that extends past the customer service centers” can take advantage of them