The pandemic accelerated digital transformation in government, highlighting the need for improved constituent engagement. Governments are shifting to a "customer-first" approach, aiming for seamless, personalized services akin to private sector standards. While technological innovations like 5G, AI, and IoT enable smarter cities and enhanced service delivery, many agencies lag behind in modernization. Advanced agencies proved resilient, while others learned the urgency of digital preparedness. Globally, governments are investing in IT upgrades, cybersecurity, and broadband infrastructure to improve connectivity and service access, ensuring readiness for future crises.

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