In the second and most recent Trust Imperative report, we found modest gains in trust but huge upticks in the amount of people accessing digital services from government. With customer expectations rising, how can government keep building on trust and earning permission to personalise services? Watch this infographic for some possible answers.


Since 2018, the number of Australians and New Zealanders accessing digital government services has been increasing. And expectations are rising in tandem. 

In research by Boston Consulting Group and Salesforce, people increasingly expect great digital experiences and personalised services – but they’re still wary about sharing their information and agencies overstepping their boundaries.

So how can public sector leaders thread the needle and encourage further gains in trust? The Trust Imperative 2 is packed with insights about what customers want and how governments can deliver, but check out this quick infographic if you want top-level takeaways.