Using government services is often a frustrating experience for citizens. A lack of transparency, confusing instructions, and uncertainty around the security of personal information are too often the norm. In 2023, the American Customer Satisfaction Index reported that citizen satisfaction with government services had grown for the second year in a row, to 68.2 out of a 100 scale, back to pre-pandemic levels.
Despite the growth, government lags well behind the private sector.
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