Report

The Connected Government Report

Five Priorities for Public Sector Digital Engagement

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Three people in green shirts smiling in a field during sunset

Executive Summary

Public sector organizations have spent recent years steadily advancing their digital infrastructure. Digital interactions now account for about 70% of all citizen engagement (up 13% since 2024), and investment in the infrastructure to support that type of engagement is accelerating across the sector.

But our data reveals a clear signal: digitization alone is no longer enough. Citizens expect more from their government interactions than ever before, shaped by the seamless digital experiences they have everywhere else in their lives. The Connected Government Report surveyed 750 U.S. public sector organizations and 1,000 U.S. citizens to find out where the gaps are, where momentum is building, and what the highest-performing organizations are doing differently.

The findings point to five clear priorities, and the organizations acting on them are already pulling ahead.

 

Of public sector organizations that have implemented a unified citizen experience say it is highly valuable

What's Inside the Report

Overall, digital engagement is up from 62% to 68% of all citizen interactions since 2025., with 76% projected by the end of 2027. 

  • Priority 1: Deliver on Surging Channel Demand

    89% of organizations and 82% of citizens agree more digital channels are needed.

  • Priority 2: Start with the Foundation, Scale the Experience

    Public sector organizations are significantly more likely to say they have a deep understanding of their citizens than they were in 2024 (97% vs. 89%).

  • Priority 3: Use Data to Personalize with Purpose

    Organizations are 2.5x more likely to use predictive personalization than they were in 2024. 

  • Priority 4: Be Ready When It Counts, Modernize Emergency Communications

    Most public sector organizations have built real emergency communications capacity. 74% communicated an emergency in the past year, and most have multichannel protocols in place.

  • Priority 5: Build a Unified Citizen Experience

    Only 8% of organizations currently have a unified citizen engagement strategy in place, despite 85% of citizens saying it would be valuable.

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Woman reading a book, holding a phone, and drinking coffee at a table with a window view.
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Access the report to see the full findings from 750 public sector professionals and 1,000 US adults who interact with public services through digital channels
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