A majority of constituents prefer digital interactions with federal, state, or local governments, primarily through websites, though some still favor in-person services. Satisfaction with online government services is lower (62%) compared to private sector services (81%). Social media can enhance public sector engagement by making citizens feel heard, connecting with the community, and being responsive to outreach. Automation and social engagement tools can improve service delivery. Despite the preference for digital interactions, the public sector lags behind the private sector in satisfaction levels. Technology, including social media and cloud contact centers, can help bridge this gap and improve the digital customer experience.

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