Salesforce
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The Global Trust Imperative

Published by Salesforce

This whitepaper examines the role of digital government services in fostering public trust and improving service delivery. It highlights that governments need to provide user-friendly, personalized digital experiences to meet rising public expectations. The research, based on a survey of 24,500 people across 36 countries, reveals that quality digital services can significantly boost trust, while poor experiences have the opposite effect. The paper suggests that governments must adopt flexible, cloud-based platforms and leverage data for personalized service delivery to bridge the gap between citizen expectations and current service offerings, ultimately enhancing both efficiency and public confidence.

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