Digital Government Services: Room to Improve, but Reason for Optimism

Abstract

This article discusses a recent Deloitte survey explored the satisfaction, challenges, and opportunities related to digital government services in the United States. While respondents showed increased usage of digital government services during the COVID-19 pandemic, availability and adoption remain limited. Users prefer websites as the primary channel but face difficulties in navigating government websites. The survey suggests that better user experience, personalized services, and transparency can improve satisfaction and trust in government.