About this paper BCG and Salesforce collaborated to understand customer expectation of digital government services based on their experiences. Our research explored usage and satisfaction with digital government services; interest in personalized and proactive services; willingness to consent to the re-use of data, and how government might improve its approach. We asked 28,221 people across 40 countries to share their perceptions of these services and how their experiences have influenced their trust in government. The research was conducted as part of BCG’s biennial Global Digital Citizen Survey and draws data from surveys in 2014, 2016, 2018, and 2020.

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