BCG and Salesforce collaborated to understand more about customers’
expectations of and experiences with government digital service delivery.
Our research explored the quality of digital government services, the
impact on customer sentiment and how governments might change
their approach. We surveyed 24,500 people across 36 countries on
their use of digital channels for government services. We asked
them to share their expectations and perceptions of these services and
tell us how their experiences have affected their trust in government.