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2024 Government Experience Trends Report

As technology evolves in 2024, government agencies must make the right investments to transform customer and employee experiences and create positive outcomes. Through our research, we evaluated how technology is shaping service delivery improvements worldwide.

We looked at thousands of government customers and employees worldwide to discover the trends shaping the community experience in the year ahead.


In this report, you'll learn:

  • How customer and employee experiences impact service quality and outcomes
  • Customer and employee expectations when interacting with technology, including AI, for various government or public services
  • What it means to create human-centered experiences for customers and employees

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