波士顿咨询：2026数字政府民众调研报告：民众接纳公共 AI 服务 政府亟需抢抓发展机遇（英文版）（22页）.pdf

1、Month YYYYSERIES TITLECover-Title is Henderson Serif 48pt.Cover-Subtitle is Henderson Serif 24pt.By Author Name,Author Name,and Author NamePartner LogoJuly 20262026 DIGITAL GOVERNMENT CITIZEN SURVEY REPORTCitizens Are Open to Public AI Services.Governments Must Seize the Opportunity.By Miguel Carras

2、co,Dr.Lars Littig,Heidi Kim,Rami Mourtada,and Joseph HsiaoTable of Contents0307091415IntroductionFertile Ground to Build OnGetting the Next Decade RightStanding Still Is Not an OptionCitizens Concerns and Call to ActionBOSTON CONSULTING GROUP|CENTER FOR DIGITAL GOVERNMENT3CITIZENS ARE OPEN TO PUBLIC

3、 AI SERVICES.GOVERNMENTS MUST SEIZE THE OPPORTUNITY.IntroductionSince 2012,BCG has conducted a biennial global survey of citizens attitudes toward digital service delivery by governments.(See the sidebar“About This Report.”)The results of the 2026 Digital Government Citizen Survey present government

4、s with both an opportunity and a challenge.The digital transformation in government services over the past decade has been profound,resulting in improved adoption,usage,and reliability.During that time,adoption has risen 15 percentage points as citizens have engaged with their governments in new way

5、s online,with approximately 45%of themincluding 42%in countries surveyed in both 2016 and 2026now using those services weekly.(See Exhibit 1.)Advances in private sector offerings have continued to lift expectations,and more citizens are pegging their expectations for their governments digital offeri

6、ngs to the quality of private sector services they use.Citizens Want Governments to Take the Next LeapAs governments have proactively invested in more expansive,more personalized digital offerings and as citizens have come to depend on those services,citizens satisfaction with them has waned,falling