The Global Trust Imperative

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.

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