Citizen Experience Trends and Predictions

We’re still talking about citizen experience. It’s been a conversation in government for years — so why hasn’t it moved on? What’s keeping us from getting this right?

Gartner surveyed more than 4,000 citizens to understand their views on digital government services. This webinar brings together findings from Gartner’s 2025 Citizen Experience Survey and the 2025 Digital Government Survey to uncover fresh insights and practical recommendations that can help government technology leaders improve service delivery and boost citizen adoption of digital options. Some of the results even surprised our analysts.

• Learn the common misconceptions that government still holds about citizens.

• Discover what the data actually tells us.

• Get clear actions you can take to improve citizen adoption of your services.

Return to this web page to watch the webinar. Contact us at gartnerwebinars@gartner.com with questions about viewing this webinar.