Building trust through digital-first citizen experiences

The U.S. federal government is prioritizing the improvement of digital interactions with citizens, as highlighted by the Office of Management and Budget's memorandum M-23-22, which offers a policy framework for optimizing online services. This initiative stems from low public satisfaction, with only 8% of Americans feeling the government is responsive to their needs, as private sector companies have set high digital standards. The government's digital services receive substantial traffic, emphasizing the importance of efficient service delivery to prevent missed benefits due to outdated processes. Key strategies include enhancing data sharing between agencies, improving search functions on federal websites, and ensuring operational excellence through observability solutions. Moreover, integrating generative AI could provide more personalized and efficient information dissemination, provided data privacy is safeguarded. These efforts aim to create positive digital experiences that increase citizen satisfaction and trust in government services, while Elastic's technology offers potential solutions for these challenges.