2026年数字政府状况报告：塑造现代化公共服务的数据分析、基准与洞察

The Data, Benchmarks, and Insights Table of Contents Executive Summary Introduction:Translating Data into Actionable Strategy Methodology:A Dual-Source Approach to Understanding Grow:Expanding Reach to Deepen Engagement Know:Building a Foundation of Audience Intelligence Deliver:Creating Seamless Digital Experiences Measure:Translating Data into Strategic Value 39 Additional resources In today’s public sector, the most significantchallenge is not a lack of data, but the abilityto translate it into effective action. Governmentagencies are gathering more informationthan ever before, yet many struggle to connectdisparate data points to a cohesive strategy.Public expectations for seamless, personalizeddigital services are rising and meeting them FOR ALL GOVERNMENT LEADERS Use data cohesion to cut Meanwhile, audience-drivenengagement can reach 70%+ success These figures are more than just statistics; theyare indicators of underlying challenges andopportunities. Without a structured approach,this data remains fragmented, making it difficultto drive meaningful improvements. This report Leaders in any role can use this insight tounify communications, service-deliverydata, and performance metrics across This framework is designed to create a Grow:Begin by strategicallyexpanding reach and self-serviceresources, based on data about FOR CISOSData growth requires security maturity As digital experiences expand, so does risk. When 105M new subscriberswere addedin 2025, government systems are handling Know:Move to deep audienceintelligence, contextualizing who you CISOs should treat engagementinfrastructure as a high-value asset —conducting risk mapping on subscriber Deliver:Focus on providingconvenient and compliant access Measure:Finally, close the loop bytracking performance to quantifyimpact and efficient delivery of public By applying this framework, agencies can movebeyond reactive measures and proactivelyaddress the needs of their communities. Thisreport will guide you through each phase, using INTRODUCTION Translating Data into Actionable Strategy Between 2024 and 2025, U.S. governmentagencies shifted from delivering informationto building data-driven engagement. Foroutbound communications, Granicus datashows 105 million new subscribers in 2025, This report examines recent trends andsupports its findings with internal Granicusdata and a survey of U.S. government Expanding audience reach is fundamental to maximizing the impact ofpublic sector outbound communications.While only 53% of agencies believetheir digital outreach increases public trust, strategic use of outreach tools Vandenberg Space Force Base, for example, tripled its subscriber base and increasedevent participation by up to 500% within a year. Effective growth strategies focus oncultivating high-quality, contactable audiences and reaching even the hard-to-serve A deep understanding of segmented audiences is the cornerstone of effectiveinformation delivery and engagement.Connecting with diverse communitygroups remains a challenge, with 57% of communicators citing segmentation as Bellevue, WA,did this in 2023, achieving a 58% engagement rate among 95,000subscribers. Rich audience data enables organizations to craft relevant messaging anddevelop stronger civic participation. In the compliance space (such as with public records Tailored, multichannel communication and service delivery are provenmethods for transforming the resident experience by delivering impactfulresults efficiently.For clerks and records managers, this kind of delivery may Deliver In 2025, theVirginia Department of Motor Vehiclesenhanced its delivery reliability andimproved efficiency by reducing processing times and streamlining over 1 million digital In 2024, theCity of Seattledemonstrated the power of optimized communication byintegrating its systems to create consistent messaging and improve digital accessibility The impact of chat bots and AI in service delivery is also seen in areas such asWyandotteCounty, KS,where the integration of chatbot technology is expected to reduce call volumeby up to 30%. These examples show how agencies that create streamlined digital journeys Continuous measurement enables agencies to move from reactive decisions tointentional, outcome-driven improvement.For analysts, program owners, anddigital leaders, measurement means establishing clear performance signals,monitoring resident behavior over time, and using insights to guide refinement Measure In 2025, data-driven strategies led to significant achievements, such asPinellasCounty, FL, reducing agenda approval times by 75% and theOklahoma Health CareAuthorityreaching a 20% Medicaid plan selection rate via a targeted SMS campaign. This integrated framework transforms digital government from isolated initiatives into a holistic, data-driven strategy, ensuring each contact point becomes an opportunity for engagement and value The State of Digital Government Repor