From Reactive to Proactive: Building a Framework for Modern Citizen-Centered Government

In today’s digital-first world, citizens expect efficient, seamless, and proactive interactions with government agencies—just as they do with private-sector services in banking, shopping, and entertainment. However, insights from a state and local government survey conducted by Market Connections in partnership with Adobe in December 2024, highlights a fundamental disconnect between citizen expectations and public sector services. This gap is not just a matter of convenience; it directly impacts public trust, efficiency, and service delivery effectiveness. Overcoming public distrust remains a significant challenge for over half of state and local agencies.