As the White House continues to pour tens of millions of dollars into digital customer experience (CX), public interest remains tepid at best:

  • Most online adults continue to use non-digital channels, with postal mail, phone, and in-person channels each used by about one-third of the population.
  • Fewer than half (41%) of online adults agree the federal government should focus on offering more digital services.
  • Just 35% of online adults are confident that the federal government keeps their personal data secure.

To overcome public uncertainty, federal agencies must focus on improving their existing digital CX before expanding it, writes Forrester in new research. More than half of online customers say they want a single website or app that lets them check all their federal accounts in one place, which is important when more than 40% say they are overwhelmed by the current number of federal websites.

Learn more about the research here.