Twilio report shows 88% of government agencies rate citizen engagement highly, vs 44% of citizens

Twilio’s 2026 Connected Government Report flagged a sharp citizen-engagement perception gap: 88% of government organizations rate engagement good/excellent, versus 44% of citizens.

• AI adoption in government is widespread: 97% of organizations report at least one AI use case, with average use cases up 50% since 2024.
• Trust trails deployment: 86% of organizations see AI data-use transparency, versus 50% of citizens, pointing to an “AI transparency illusion.”
• Channel execution lags stated demand: 65% of citizens prefer email reminders versus 58% of agencies using email; 55% prefer SMS emergency alerts versus 48% delivering them.
• Only 8% of organizations report a unified digital engagement strategy; organizations with unified approaches rate value at 94%, while 85% of citizens want seamless cross-agency experiences.