If there’s one word to describe interactions between residents and government agencies, it’s friction. Constrained resources, complex organizations, limited human capacity, and massive IT transformation goals make digital updates a hurdle for government agencies.

Given these challenges, we wanted to examine a few key questions as governments and residents seek to improve digital interactions.

This survey explores:

• What do government agencies think about digital transformation and how does that align with what consumers want?
• What drives the shift to online and how can agencies unlock adoption?
• What trends for 2023 (and beyond) should be considered as government agencies invest in digital service delivery?