Governments are making progress in their transition to the digital world, as citizen usage and satisfaction with online government services are improving. Still, the greatest challenges lie ahead.
The breadth and depth of citizen demand for digital interactions will continue to increase dramatically over the next few years. Citizens already expect the same level of digital sophistication they’ve grown accustomed to through interactions with such leading-edge sectors as technology, retail, financial services, and entertainment.
Governments must raise the bar—both in terms of service design and technological know-how. The potential payoff, however, is enormous. Among the benefits? Cost efficiencies, improved policy outcomes, and enhanced international competitiveness.