Talkdesk：2021年经验即服务公共部门的洞察报告（英文版）

There have been dramatic changes to the ways in which citizens have interacted with the public sector since the beginning of 2020. The effects and aftereffects of the coronavirus pandemic have changed citizens’ needs and therefore the frequency and manner of their interactions with public sector organisations. But what exactly have these changes meant for how citizens contact public sector organisations, and how the public sector responds to citizens? Has there been a shift in the public sect