Qualtrics：2025年全球政府体验趋势报告（英文版）（27页）.pdf

1、AskGovernment Experience Trends Report2 /Qualtrics 2025 Government Trends Report /Introduction IntroductionThere is no doubt that 2025 is shaping up to be a year of huge transformation for government agencies across the globe.This report presents the findings of our studies into the customer and emp

2、loyee experiences with government services,identifying three critical areas of strategic focus for the year 2025:Trust,Productivity,and Resilience.The efficacy of governmental service delivery is fundamentally predicated upon public trust.And employeesthose engaged in direct service interactions and

3、 those responsible for policy,program design,and operational functionsneed organizational trust to perform at their best.The imperative for enhanced productivity within government is being accelerated by persistent change,fiscal constraints,and efficiency initiatives.This pressure extends beyond emp

4、loyee engagementit directly impacts citizen expectations.Customers are looking to get what they need,when they want it,the first time they seek it.Resilience in the face of unexpected challenges has emerged as a core competency for government agencies.Customers affected by natural disasters,cybersec

5、urity breaches,or pandemics,rely upon governmental support for recovery.For government employees,disruption such as austerity measures and other fast-moving initiatives to increase government efficiency,or the slower erosion of resources while expectations increase,need resilience to maintain operat

6、ional continuity.By keeping human experience at the center of their choices,government leaders can deliver trust,productivity,and resilience for their customers and employees.Dr.Sydney Heimbrock,PhD Chief Industry Advisor for Public Sector,/Qualtrics3 /Qualtrics 2025 Government Trends Report /Introd