Modernizing Citizen Experiences With Cloud Identity MARKET TRENDS REPORT2 MARKET TRENDS REPORT Introduction The explosion of devices and communication channels in recent years presents the federal government with a serious dilemma: How do agencies interact with citizens who increasingly rely on smartphones and tablets for public services? Citizens expect government agencies to meet them on their terms, and today that means a quality customer experience (CX) that’s digital, seamless and unfolds on any channel, device or platform they choose. More importantly, customers also expect their business with agencies to be private and secure. Agencies that can’t meet these demands risk losing citizens’ confidence and trust, but developing secure, frictionless CX is easier said than done. C

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