Adobe study reveals the current state of digital government

Adobe surveyed over 1,000 US consumers, to understand how people prefer to engage with government services online a year into COVID-19 pandemic.

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Image source: Adobe Stock / Rawf8

By Adobe Communications Team

Posted on 03-11-2021

This time last year, a fair amount of people had likely never gone online before to interact with their local or federal government. Residents had become accustomed to visiting a physical government office, whether it was to renew a piece of identification or to apply for services and programs.

The onset of the COVID-19 pandemic, however, created a digital-only reality that forced people online. Government offices rushed to maintain service continuity. And while some were able to leverage existing investments, others had to build from scratch. For many of these agencies, it accelerated digital transformation efforts that had long been underway.

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In light of this, Adobe recently surveyed over 1,000 consumers in the United States, to better understand what happened during this surge towards online services and how perceptions have shifted around digital government.

Our top learnings and findings:

The Adobe survey was conducted between February 10 and February 13, 2021, with 1,080 participants based in the United States. Respondents had to be over 18 years of age, owned at least one electronic device and must have accessed at least one type of government service via an online channel.

Topics: Trends & Research, Government, COVID-19,

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