Increasing Trust Through Digital Experiences: Citizen Expectations of Government Digital Services

Citizens are clearly signaling for improvements to be made in design, relevance, and relationship online as well as for greater consideration to protecting citizen data while still providing more efficient solutions online. Creating satisfying digital government experiences appears to be not only a source for more efficiently meeting surging demand, but importantly for building much-needed trust in government.­ ­

This report features the following key sections:

  • COVID-19 response: citizen reliance increasing but trust declining.
  • Citizen expectations of digital public services today.
  • Desired improvements to the citizen user journey.
  • Positive digital experiences improve trust in government.