埃森哲：2025年人工智能时代公共服务重构研究报告（英文版）

Digital service quality in government is on the upswing, a trend we see in our experience and surveys. Our new research shows 59% of residents view digital experiences as “mostly” or “always” good. This marks a significant jump from 44% in 2022.1 Despite this progress, frustrations persist. Nearly half (49%) of the residents we surveyed have difficulty navigating government websites. Many (43%) distrust technology or have concerns about security. This friction drives people to in-person or ph