We live in a world where nearly every service is fast, seamless and intuitive. People can verify their identity through a banking app in seconds or call a rideshare instantly — and they expect their government to deliver the same level of speed and efficiency. Waiting days or weeks for a basic government service no longer feels reasonable. Every slow touchpoint, redundant form and broken workflow signals to citizens that the government isn’t keeping pace with the level of service citizens expect. That gap doesn’t just frustrate people; it erodes trust. This trust gap is not theoretical. The findings from the latest Edelman Trust Barometer show a significant and growing gap in public trust, a clear indication that people’s expectations are rising faster than governments’ ability to deliver.

Full opinion : The public sector needs to build trust through agentic AI.