How Americans’ Expectations Are Transforming Government

The IBM Center recently released Seven Drivers Transforming Government, a series of essays exploring key drivers of change in government. It is based on research and insights shared by current and former government officials. What follows is an edited excerpt from that report. The way Americans interact with businesses, news, entertainment, and other services has radically raised expectations for how they interact with government. Citizens expect the same level of service from government as they receive in the private sector, such as increased transparency, new ways to approach problems, and more personalized interactions.