In early 2020 BCG and Salesforce collaborated to develop the Trust Imperative report. This report established a strong relationship between the quality of customer experience when interacting with governments through digital channels, and the overall trust and confidence that customers have in the government of the day.
BCG and Salesforce have collaborated to further explore customer expectations of governments in delivering digital services, and how governments in Australia and New Zealand can gain trust and provide better services through proactive and personalised services.
By surveying almost 3,000 customers and interviewing 24 government leaders and independent experts from across A/NZ, findings reveal the important relationship between trust, data sharing, and the personalisation of services.
This free eBook explores those findings and sets out an approach for governments to secure the gains in trust made during the pandemic, radically reduce costs, and enter into a trusted data sharing compact with customers.