2026 STATE OF DIGITAL GOVERNMENT

Trends in websites and customer service report

Unlock the power of digital transformation with the 2026 State of Digital Government: Trends in websites and customer service report. This essential resource guides North American government staff through critical insights and data-driven strategies to enhance digital services and websites, including how 78% of local governments plan to leverage GenAI tools to improve service delivery.

What you’ll learn:

  • AI integration: Analyze the rapid adoption of AI tools, which have led to a 15% increase in operational efficiency and significantly enhanced the user experienc eacross digital platforms.
  • Digital growth: Gain insights into the 25% year-over-year rise in digital interactions, driving measurable improvements in public engagement and service delivery speed.
  • Strategic insights: Evaluate how federal funding initiatives and new regulatory frameworks are catalyzing local transformation, with 60% of agencies reporting improved compliance through innovation.
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55%
of government organizations now use AI, with ChatGPT ranking most popular
30%
increase in form responses from 2024 to 2025, saving thousands of staff hours
64%
of government call centers now operate as consolidated hubs, streamlining operations
78%
of local governments plan to use AI to improve service delivery in 2026
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The groundwork for digital service delivery success

Achieving digital excellence is paramount for modern government agencies. The insights within this report equip you with the strategies needed to overcome barriers and maximize digital service delivery.

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Leading digital government with data and expertise

Granicus leads the way in digital government transformation by providing innovative solutions that help agencies deliver more effective and efficient services. Partnering with a nearly 1,300 government employees, surveyed conducted in conjunction with ath Power Consulting (apc), this report shows how combining cutting-edge technology with expert insights can empower government staff as they move forward into a new year.

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STATE OF DIGITAL GOVERNMENT BENCHMARKS

Trends and insights shaping the future of government

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Digital service delivery resources

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