2024 Top Digital Government Service Delivery Trends

State and local governments have been adding digital channels for many services over the past decade, and the pandemic accelerated this shift. However, the lackluster customer experience in most online services has constrained end-user adoption — so the promise of digital government has yet to be realized by agencies or the residents they serve.

In response, there’s a new wave of innovation termed Government Customer Experience (CX) 2.0.

Despite these advancements, challenges persist as government employees grapple with complex priorities and outdated solutions. To better understand the progress made thus far and the road ahead, PayIt surveyed 600 agency leaders, government IT pros, and 2000 consumers across North America on the government customer experience.