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According to the Pew Research Center, public trust in government is near historic lows, with only about a quarter of Americans saying they can trust the government to do the right thing at least most of the time. The Partnership for Public Service has put out a report with recommendations on how agencies can improve the taxpayer experience.

  • Max Stier, president and CEO of the Partnership for Public Service, said agency leaders should prioritize equal access to government services, ensure there is expertise to make changes and build on bright spots to improve customer experience and trust.
  • Stier said all major institutions have seen drops in trust but that most elements of government have not kept up with the private sector’s investments and use of techniques to improve experiences.
  • Stier said there have been success stories, including the Department of Veterans Affairs’ dramatic increase in positive ratings since 2016.

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