Embrace the Second Wave of Digital Government

The last 10 to 15 years have seen state and local governments add digital channels for many services, and the pandemic accelerated this shift. But the lackluster customer experience (CX) in most online services has constrained end-user adoption, so the full promise of digital government has yet to be realized by agencies or the residents they serve. However, digital government is now poised to enter a new wave of innovation – Government CX 2.0 – as agencies and their vendors take stock of modernization outcomes and look to upgrade digital experiences to be more intuitive, customer-centric, and easy to use.

Download this new survey report to uncover strategies for embarking on the journey toward Government CX 2.0.