What People Want: Accenture Public Service Citizen Survey

ACCENTURE PUBLIC

SERVICE CITIZEN SURVEY

FEBRUARY 2017

WHAT

PEOPLE

WANT

WHAT DO

PEOPLE WANT

FROM DIGITAL

GOVERNMENT?

We asked thousands of citizens

across six countries: Australia,

France, Germany, Singapore, UK

and USA

3

We suggest a three part agenda for decision makers in governments, public service agencies and digital government program offices:

4

Easy, comprehensive, personalized and safe. Look for the best digital experiences from any sector. This is what your citizens expect.

CREATE DELIGHTFUL

EXPERIENCES

5

These are incredibly important to your citizens in what they perceive to be very uncertain times.

FOCUS ON CYBER SECURITY

AND TECHNOLOGY TO

SUPPORT PUBLIC SAFETY

6

There is an overwhelming expectation for more say by people.

DEVELOP STRATEGIES TO

LEVERAGE DIGITAL PLATFORMS

TO INVOLVE CITIZENS

7

ABOUT THE STUDY

The purpose of this

study is to assess

citizen opinions

about a variety

of digital

government

service issues

and topics.

Study results are based on a sample of more than 5,500 citizens aged 18 or older who completed an online survey in October-November 2016, with the sample by country as follows:

Results for the full global sample in this report are statistically significant with a confidence level of 95% and a margin of error of +/-1.4%.

Results for each country are statistically significant with a confidence level of 95% and a margin of error of +/-3.1% except for Singapore where the margin of error is +/-5.6%.

UNITED STATES

1,069

UNITED KINGDOM

1,021

AUSTRALIA

1,051

SINGAPORE

309

FRANCE

1,031

GERMANY

1,103

%

KEY FINDINGS

8

ALL VALUES EXPRESSED

AS A PERCENTAGE

OPEN TO GOVERNMENT

INNOVATION;

THINK GOVERNMENT

CAN DO BETTER

9

138

1317

9 1115

32 3135

38

2825

35

55

61

52

45

63 64

50

Global US Australia UK Singapore France Germany

Unlikely/Not at all Likely Neutral Likely/Very Likely

GOVERNMENT AS A PLATFORM

More than 8 in 10 citizens globally and in each country surveyed

are neutral or open to the idea of having non-government

agencies deliver government services

If government services were

provided by non-government

agencies quickly, efficiently and

securely, how likely would you

be to consider using them?

Percentages are based on a 5-point scale where 1=Not at all Likely, 2=Unlikely, 3=Neutral, 4=Likely, and 5=Very Likely.

10

7 94 5 5 7

1319 18 15

20 17 1724

74 73

8276 78 76

63


Disagree/Strongly Disagree Neutral Agree/Strongly Agree


More than 7 in 10 support government collaboration with the private

sector; the percentage is slightly lower in Germany (63%)

Government agencies could

better tackle complex social

issues (e.g., youth unemployment,

integration of refugees, support of

entrepreneurship) by collaborating

with companies, non-government

organizations, and/or citizens.

Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree.

11

5761

5661

3126

62

29

22

3128

47 46

27

15 1713 12

2328

12


Less/Much Less Satisfying About the Same More/Much More Satisfying


Most find their customer experience with government unsatisfying

compared to their experience with local/online retailers – except

in Singapore and France, where less than a third feel this way

Compared to being a customer

at your favorite local shop or an

online retailer like Amazon, would

you say that being a customer

at government agencies is:

Percentages are based on a 5-point scale where 1=Much Less Satisfying, 2=Less Satisfying, 3=About the Same, 4=More Satisfying, and 5=Much More Satisfying.

12

3 4 2 3 4 4 5

16 14 14 14 15 18 18

81 82 85 83 8278 77



PUBLIC ADMINISTRATION

Fully 8 in 10 citizens think government should be more

transparent about whether public infrastructure programs

are on time and on budget

Government needs to be more

transparent about whether public

infrastructure programs (roads,

schools, public transport, etc.)

are on time and on budget.


13

SEEK MORE AND BETTER

DIGITAL ACCESS TO

GOVERNMENT SERVICES

14

30 29

2327

13

30

44

3532

40 38

28 303435

39 3734

60

39

21



CITIES

Half or more citizens say they lack adequate digital access

to local government services – except in Singapore,

where 60% do think they have adequate access.

I have access to a full range

of local government/city services

via digital channels (e.g., through

a website, mobile application,

or social media).


15

13 12 13 13

6

12

19

3330

3935

3027

33

5458

4852

6461

48



REVENUE

Half or more (48% to 64%) want more ways to engage

their revenue agencies through digital channels.

I would like more ways to engage

with my revenue agency via

digital channels (e.g., through


or social media).


16

PENSIONS

*In the US, almost two-thirds of citizens want more ways to engage

with Social Security or state pension agencies via digital channels

11%

21%

63%

5%

US

Disagree/Strongly Disagree Neutral Agree/Strongly Agree N/A

I would like more ways to engage

with Social Security or my state

pension agency via digital channels

(e.g., through a website, mobile

application, or social media).


17*Only asked in the US

19 1822

1015

2219 17 19 21

16

23

5560

45

68 66

45

7 5

15

1 2

10

Global Australia UK Singapore France Germany


SOCIAL SERVICES

*Digital access to social services is preferred by 6 in 10

citizens or more in Australia, Singapore and France,

and by 45% of citizens in the UK and Germany

I prefer to access social services

online using my computer or

mobile device, rather than over

the phone, by mail, or in person.


18*Not asked in the US

14 13 13 137

131918 19 18

1419 17

20

5861

57 58

72

63

47

107

1215

28

14



EMPLOYMENT

Digital access to government employment services is preferred by

about 6 in 10 citizens; in Singapore the percentage is higher (72%)

and in Germany it is lower (47%)

I prefer to access

employment services online

using my computer or mobile

device, rather than over the

phone, by mail, or in person.


19

13 13 13 15

59

18

3733

38 37

23

40 40

5054

49 48

72

50

42



EDUCATION

About half (and 72% in Singapore) want more ways

to engage higher education institutions via digital channels

I would like more ways to

engage with higher education

institutions via digital channels

(e.g., through a website, mobile

application or social media).


20

22

1520 21

9

21

3532 33 32

35

2731

28

4752

4844

64

48

37



NON-PROFIT

About half would like to be able to make charitable contributions

to nonprofits via digital channels; in Singapore the percentage is

higher (64%) and in Germany it is lower (37%)

I would like to be able to

make charitable contributions

to nonprofit organizations via

digital channels (e.g., through


or social media).


21

1915 16

19

9

19

2631

2730 30

23

33 35

51

5855

51

67

48

39



PUBLIC SAFETY

Globally about half of citizens are comfortable engaging

their local police force via digital channels; in Singapore the

percentage is higher (67%) and in Germany it is lower (39%)

I am comfortable engaging with

my local police force via digital

channels (e.g., through a website,

mobile application, or social

media).


22

WANT PUBLIC

SERVICE TO MAKE

BETTER USE OF

DIGITAL TECHNOLOGY

23

12 11 10 116

1116

27 26 28 2822 22

29

62 62 62 62

7266

55




About 6 in 10 citizens (72% in Singapore) think government

should make greater use of digital innovations

Government should make

substantially greater use of

innovative digital tools like mobile

apps, interactive web sites, and

automated assistants.


24

25 23

32

11

22

3639

36

44

3431

43

3641

24

55

46

21

Global Australia UK Singapore France Germany


SOCIAL SERVICES

In the UK and Germany less than 1 in 4 citizens see effective

use of technology by social services agencies, compared

to more than 4 in 10 in Australia, Singapore and France

Social services agencies have

effectively used technology

to improve the quality of their

service over the past five years.


25

23

1518

21

10

303536 37 38 36

3033

3841

4844 43

60

37

26



EMPLOYMENT

Less than half of citizens say government employment agencies

use technology effectively; in Singapore the percentage is higher

(60%) and in Germany it is notably lower (26%)

Employment agencies have

effectively used technology

to improve the quality of

their service over the past

five years.


26

11 106

105

13 15

35

2531 33

26

39

4854

65 6357

69

47

37


Ineffective/Not at all Effective Neutral Effective/Very Effective

EDUCATION

About 6 in 10 think higher education institutions are effectively

using digital technology; in France (47%) and Germany (37%)

percentages are lower

How effective do you think

higher education institutions are

at using digital technology (such

as social media, online portals,

mobile apps, handheld devices,

etc.) to deliver their services?

Percentages are based on a 5-point scale where 1=Not at all Effective, 2=Ineffective, 3=Neutral, 4=Effective, and 5=Very Effective.

27

NON-PROFIT

Six in 10 (70% in Singapore) think nonprofits should use more

digital technology, and only about half or less think nonprofits use

digital technology effectively today

Nonprofit organizations should

use more digital technology

(such as social media, online

portals, mobile apps, handheld

devices, etc.) to communicate

with donors, business partners,

and people they serve.


9 710 10 8 9 9

30 30 30 32

22

30 31

6164

59 59

70

61 60



28

PUBLIC SAFETY

About two-thirds or more citizens think digital technology can help

deliver more effective policing and public safety, and almost 7 in 10

or more think police forces should use digital technology to build trust

Digital technology (such as social

media, online portals, video

analytics, handheld devices, etc.)

can help deliver more effective

policing and public safety.


10 10 1013

7

148

24 26 25 2519

22 22

66 65 6662

74

6470



29

PUBLIC SAFETY

Almost 7 in 10 citizens or more think police forces

should use digital technology to build trust

Police forces should use digital

technology (such as social media,

online portals, video analytics,

handheld devices, etc.) to build

trust with their communities.


8 8 7 95

106

23 22 23 21 1924 25

69 70 70 7075

6669



30

CONCERNED ABOUT

CYBERCRIME AND

PRIVACY; NOT CONFIDENT

IN GOVERNMENT

CYBER-DEFENCE

31

PUBLIC SAFETY

Three in 4 citizens or more

are concerned about cybercrime

How concerned are you about

cyber and online crime?

Percentages are based on a 5-point scale where 1=Not at all Concerned, 2=Unconcerned, 3=Neutral, 4=Concerned, and 5=Very Concerned.

6 5 6 72

7 6

15 13 15 1410

1519

79 82 79 78

87

78 75


Unconcerned/Not at all Concerned Neutral Concerned/Very Concerned

32

3330

2629

10

31

54

29 31 30 32

25 27 25

39 3944

39

65

42

21


Unconfident/Not at all Confident Neutral Confident/Very Confident

DEFENCE

More than half lack confidence that their defence force/agency

is capable of protecting them from cyber threats – except in

Singapore, where 65% do express confidence

How confident are you that the

defence force/agency in your

country is capable of protecting

the nation from cyber threats?

Percentages are based on a 5-point scale where 1=Not at all Confident, 2=Unconfident, 3=Neutral, 4=Confident, and 5=Very Confident.

33

33 33

2630

7

34

49

29 29 31 3328

2528

38 3843

37

65

41

23



DEFENCE

About 6 in 10 citizens or more (77% in Germany) lack confidence

that their government is keeping sensitive military intelligence

secure – except in Singapore, where only 35% lack confidence

How confident are you that

your government is able to keep

sensitive military intelligence

data secure?


34

POSTAL SERVICES

Four in 10 citizens or more (59% in Germany) lack confidence

that their national postal operator keeps their personal

information private and secure

How confident are you

that your national postal

operator keeps your

personal information

/records private

and secure?


1914

18 16 14

2521

3229

32 33 3227

38

50

57

50 5154

48

41



35

WILLING TO SHARE

PERSONAL DATA WITH

GOVERNMENT FOR

BETTER RESULTS

36

31

22

27 28

37 36

4139

34

4541 41

3739

29

44

2731

22

27

20




Fully 70% to 80% of citizens are just as or more comfortable

sharing personal data with government as with the private

sector – except in the US, where the percentage is 56%

I am more comfortable sharing

my personal information with

private sector entities like retailers

or banks than I am sharing it with

government agencies.


37

BORDERS

More than half to two-thirds are willing to provide more personal

data for a better border experience

How willing would you be to

provide more personal data to

the government in return for a

more straightforward and secure

travel experience at the border?

Percentages are based on a 5-point scale where 1=Not at all Willing, 2=Unwilling, 3=Neutral, 4=Willing, and 5=Very Willing.

16 1815 16

1016 18

2730

25 25 2327 28

5753

60 58

67

5754


Unwilling/Not at all Willing Neutral Willing/Very Willing

38

HEALTH AND HUMAN SERVICES

*In the US, half of citizens are open to having agencies share

personal data to get a better level of service

I’m open to having different health

and human services agencies

share my personal data if it means

I get a better level of service.


25%22%

50%

4%

US


39*Only asked in the US

APPENDIX

40

41

APPENDIX:

SAMPLE DETAIL BY COUNTRY

GLOBAL US AUSTRALIA SINGAPORE UK FRANCE GERMANY

Count % Count % Count % Count % Count % Count % Count %

TOTAL

POPULATION5584 100% 1069 100% 1051 100% 309 100% 1021 100% 1031 100% 1103 100%

GE

ND

ER MALE 2775 50% 512 48% 511 49% 188 61% 500 49% 505 49% 559 51%

FEMALE 2809 50% 557 52% 540 51% 121 39% 521 51% 526 51% 544 49%

AG

E

18-34 YEARS 1635 29% 324 30% 330 31% 104 34% 298 29% 307 30% 272 25%

35-44 YEARS 1126 20% 216 20% 199 19% 84 27% 207 20% 213 21% 207 19%

45-64 YEARS 2225 40% 385 36% 437 42% 101 33% 388 38% 389 38% 525 48%

65 YEARS

OR OLDER598 11% 144 13% 85 8% 20 6% 128 13% 122 12% 99 9%

[email protected]

@David_M_Regan

https://ie.linkedin.com/in/davidreganaccenture

DAVID REGANSIMON GILES

[email protected]

@Peakflow

https://uk.linkedin.com/in/simongilescities

42

MEET OUR SUBJECT MATTER EXPERTS

[email protected]

@BernardleMasson

https://fr.linkedin.com/in/bernardlemasson/en

BERNARD LE MASSON


MARK HOWARD

[email protected]

@markhoward_CO

https://www.linkedin.com/in/markhowardco


CITIES REVENUE

mailto:[email protected]

https://twitter.com/bernardlemasson

https://fr.linkedin.com/in/bernardlemasson/en


https://twitter.com/Peakflow

https://uk.linkedin.com/in/simongilescities


https://twitter.com/markhoward_CO

https://www.linkedin.com/in/markhowardco


https://twitter.com/David_M_Regan

https://ie.linkedin.com/in/davidreganaccenture

[email protected]

@OwenBDavies

https://www.linkedin.com/in/owenbdavies

OWEN DAVIES

[email protected]

@rjfriess

https://www.linkedin.com/in/robert-friess-02037216

ROB FRIESSRAINER BINDER

[email protected]

@Binderra

https://de.linkedin.com/in/rainer-binder/en

43


PENSIONS HEALTH & HUMAN SERVICES

SOCIAL SERVICES & EMPLOYMENT EDUCATION

RYAN OAKES

[email protected]

@ryanmoakes

https://www.linkedin.com/in/ryan-oakes-3b5a916


https://twitter.com/OwenBDavies

https://www.linkedin.com/in/owenbdavies


https://twitter.com/Binderra

https://de.linkedin.com/in/rainer-binder/en


https://twitter.com/ryanmoakes

https://www.linkedin.com/in/ryan-oakes-3b5a916


https://twitter.com/rjfriess

https://www.linkedin.com/in/robert-friess-02037216

44


[email protected]

@ElaineKTurville

https://www.linkedin.com/in/elainekturville

ELAINE TURVILLE

NON-PROFIT POSTAL SERVICES

PUBLIC SAFETY BORDERS

[email protected]

@brodybuhler

https://www.linkedin.com/in/brodybuhler

BRODY BUHLER

[email protected]

@slessor_james

https://uk.linkedin.com/in/jslessor

JAMES SLESSOR

[email protected]

@JimCanham

https://uk.linkedin.com/in/jamescanham

JAMES CANHAM


https://twitter.com/ElaineKTurville

https://www.linkedin.com/in/elainekturville


https://twitter.com/slessor_james

https://uk.linkedin.com/in/jslessor


https://twitter.com/brodybuhler

https://www.linkedin.com/in/brodybuhler


https://twitter.com/JimCanham

https://uk.linkedin.com/in/jamescanham

45


[email protected]

@AnttiKol

https://fi.linkedin.com/in/antti-kolehmainen-14a3042

ANTTI KOLEHMAINEN

DEFENCE

https://twitter.com/AnttiKol


https://fi.linkedin.com/in/antti-kolehmainen-14a3042

46

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What People Want: Accenture Public Service Citizen Survey

Technology

Transcript of What People Want: Accenture Public Service Citizen Survey