The Center for Digital Government (CDG) surveyed citizens in March before the pandemic hit and again in August to learn more about their changing expectations for digital government services. Prior to the pandemic, 54 percent of respondents preferred in-person government services. In the August survey, that number had fallen to about 16 percent. In this Government Technology Q&A, Brian Castle, vice president of federal operations for Xerox, discusses the opportunities that digitization and automation bring to this new playing field.