Trust is top of mind for governments across the globe. It’s hard to earn and easy to lose. This presents an enormous challenge for anyone working in the public sector. Just one bad experience with the government can have a big impact on a constituent’s sense of trust. And research shows that difficulties are common when it comes to government interactions..
The Trust Imperative 4.0 report, a joint study between Salesforce and BCG, found that 74% of respondents faced a problem while using digital government services. Complex processes and technical difficulties were the most frequent culprits. While trust in government varies across jurisdictions, some countries have more work to do compared to others. The 2024 Edelman Trust Barometer shows that only 42% of respondents across 25 countries trust government leaders. In the U.K. and U.S. the situation is even more dire — 66% of respondents believe that U.K. government regulators
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