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.

Disclaimer: This news brief was created by Public Technologies (PUBT) using generative artificial intelligence. While PUBT strives to provide accurate and timely information, this AI-generated content is for informational purposes only and should not be interpreted as financial, investment, or legal advice. Twilio Inc. published the original content used to generate this news brief on July 23, 2026, and is solely responsible for the information contained therein.