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Government 2.0: A Riverbed Survey on the
Public Sector Digital Experience

What citizens look for in public sector digital services,
and what they are finding

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Extensive research of 1000 citizens across the UK
Findings Include:

Public sector is behind the
private sector

Public sector digital performance and efficiency is behind private sector equivalents and is not fully meeting expectations, with most people unwilling to accept slow-performing applications.

Public Sector is failing to
meet expectations

45% of citizens think the public sector is failing to meet expectations for digital communications. Part of the cause of this is that speed of response is crucial to consumer experience, and 6 out of every 10 users have given up on a slow application.

An appetite for personal
forms of communication

42% of citizens say they would prefer to interact via email and 20% through live chat.

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This report, based on the research, demonstrates that public sector digital performance and efficiency is behind private sector equivalents. And that the public sector is not fully meeting expectations, with most people unwilling to accept slow-performing applications.