The report, a collaboration between BCG and Salesforce, investigates customer expectations and experiences with government digital services across 36 countries. Surveying 24,500 individuals, it highlights the digital government services' quality and their impact on trust and customer sentiment. Amidst the COVID-19 crisis, the study reveals an increasing reliance on digital services and the significant effect of service quality on governmental trust. It suggests governments use data for personalized, user-friendly services, enhancing customer experience and trust. The report includes interviews with 24 government leaders and is structured into sections discussing the digital service imperatives, insights from research, and future digital government recommendations.

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