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?

The report also includes a few recommendations to keep your agency focused on digital transformation initiatives that deliver the most benefit to your residents, and by extension, agency staff.