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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
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
Global US Australia UK Singapore France Germany
Disagree/Strongly Disagree Neutral Agree/Strongly Agree
GOVERNMENT AS A PLATFORM
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
Global US Australia UK Singapore France Germany
Less/Much Less Satisfying About the Same More/Much More Satisfying
GOVERNMENT AS A PLATFORM
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
Global US Australia UK Singapore France Germany
Disagree/Strongly Disagree Neutral Agree/Strongly Agree
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.
Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree.
13
30 29
2327
13
30
44
3532
40 38
28 303435
39 3734
60
39
21
Global US Australia UK Singapore France Germany
Disagree/Strongly Disagree Neutral Agree/Strongly Agree
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).
Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree.
15
13 12 13 13
6
12
19
3330
3935
3027
33
5458
4852
6461
48
Global US Australia UK Singapore France Germany
Disagree/Strongly Disagree Neutral Agree/Strongly Agree
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
a website, mobile application,
or social media).
Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree.
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).
Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree.
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
Disagree/Strongly Disagree Neutral Agree/Strongly Agree N/A
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.
Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree.
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
Global US Australia UK Singapore France Germany
Disagree/Strongly Disagree Neutral Agree/Strongly Agree N/A
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.
Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree.
19
13 13 13 15
59
18
3733
38 37
23
40 40
5054
49 48
72
50
42
Global US Australia UK Singapore France Germany
Disagree/Strongly Disagree Neutral Agree/Strongly Agree
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).
Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree.
20
22
1520 21
9
21
3532 33 32
35
2731
28
4752
4844
64
48
37
Global US Australia UK Singapore France Germany
Disagree/Strongly Disagree Neutral Agree/Strongly Agree
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
a website, mobile application,
or social media).
Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree.
21
1915 16
19
9
19
2631
2730 30
23
33 35
51
5855
51
67
48
39
Global US Australia UK Singapore France Germany
Disagree/Strongly Disagree Neutral Agree/Strongly Agree
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).
Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree.
22
12 11 10 116
1116
27 26 28 2822 22
29
62 62 62 62
7266
55
Global US Australia UK Singapore France Germany
Disagree/Strongly Disagree Neutral Agree/Strongly Agree
PUBLIC ADMINISTRATION
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.
Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree.
24
25 23
32
11
22
3639
36
44
3431
43
3641
24
55
46
21
Global Australia UK Singapore France Germany
Disagree/Strongly Disagree Neutral Agree/Strongly Agree
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.
Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree.
25
23
1518
21
10
303536 37 38 36
3033
3841
4844 43
60
37
26
Global US Australia UK Singapore France Germany
Disagree/Strongly Disagree Neutral Agree/Strongly Agree
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.
Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree.
26
11 106
105
13 15
35
2531 33
26
39
4854
65 6357
69
47
37
Global US Australia UK Singapore France Germany
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.
Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree.
9 710 10 8 9 9
30 30 30 32
22
30 31
6164
59 59
70
61 60
Global US Australia UK Singapore France Germany
Disagree/Strongly Disagree Neutral Agree/Strongly Agree
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.
Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree.
10 10 1013
7
148
24 26 25 2519
22 22
66 65 6662
74
6470
Global US Australia UK Singapore France Germany
Disagree/Strongly Disagree Neutral Agree/Strongly Agree
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.
Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree.
8 8 7 95
106
23 22 23 21 1924 25
69 70 70 7075
6669
Global US Australia UK Singapore France Germany
Disagree/Strongly Disagree Neutral Agree/Strongly Agree
30
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
Global US Australia UK Singapore France Germany
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
Global US Australia UK Singapore France Germany
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
Global US Australia UK Singapore France Germany
Unconfident/Not at all Confident Neutral Confident/Very Confident
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?
Percentages are based on a 5-point scale where 1=Not at all Confident, 2=Unconfident, 3=Neutral, 4=Confident, and 5=Very Confident.
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?
Percentages are based on a 5-point scale where 1=Not at all Confident, 2=Unconfident, 3=Neutral, 4=Confident, and 5=Very Confident.
1914
18 16 14
2521
3229
32 33 3227
38
50
57
50 5154
48
41
Global US Australia UK Singapore France Germany
Unconfident/Not at all Confident Neutral Confident/Very Confident
35
31
22
27 28
37 36
4139
34
4541 41
3739
29
44
2731
22
27
20
Global US Australia UK Singapore France Germany
Disagree/Strongly Disagree Neutral Agree/Strongly Agree
GOVERNMENT AS A PLATFORM
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.
Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree.
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
Global US Australia UK Singapore France Germany
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.
Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree.
25%22%
50%
4%
US
Disagree/Strongly Disagree Neutral Agree/Strongly Agree N/A
39*Only asked in the US
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%
@David_M_Regan
https://ie.linkedin.com/in/davidreganaccenture
DAVID REGANSIMON GILES
@Peakflow
https://uk.linkedin.com/in/simongilescities
42
MEET OUR SUBJECT MATTER EXPERTS
@BernardleMasson
https://fr.linkedin.com/in/bernardlemasson/en
BERNARD LE MASSON
GOVERNMENT AS A PLATFORM
MARK HOWARD
@markhoward_CO
https://www.linkedin.com/in/markhowardco
PUBLIC ADMINISTRATION
CITIES REVENUE
@OwenBDavies
https://www.linkedin.com/in/owenbdavies
OWEN DAVIES
@rjfriess
https://www.linkedin.com/in/robert-friess-02037216
ROB FRIESSRAINER BINDER
@Binderra
https://de.linkedin.com/in/rainer-binder/en
43
MEET OUR SUBJECT MATTER EXPERTS
PENSIONS HEALTH & HUMAN SERVICES
SOCIAL SERVICES & EMPLOYMENT EDUCATION
RYAN OAKES
@ryanmoakes
https://www.linkedin.com/in/ryan-oakes-3b5a916
44
MEET OUR SUBJECT MATTER EXPERTS
@ElaineKTurville
https://www.linkedin.com/in/elainekturville
ELAINE TURVILLE
NON-PROFIT POSTAL SERVICES
PUBLIC SAFETY BORDERS
@brodybuhler
https://www.linkedin.com/in/brodybuhler
BRODY BUHLER
@slessor_james
https://uk.linkedin.com/in/jslessor
JAMES SLESSOR
@JimCanham
https://uk.linkedin.com/in/jamescanham
JAMES CANHAM
45
MEET OUR SUBJECT MATTER EXPERTS
@AnttiKol
https://fi.linkedin.com/in/antti-kolehmainen-14a3042
ANTTI KOLEHMAINEN
DEFENCE
46
ABOUT ACCENTURE
Accenture is a leading global professional services company, providing a broad range of
services and solutions in strategy, consulting, digital, technology and operations.
Combining unmatched experience and specialized skills across more than 40 industries
and all business functions – underpinned by the world’s largest delivery network –
Accenture works at the intersection of business and technology to help clients improve
their performance and create sustainable value for their stakeholders. With more than
394,000 people serving clients in more than 120 countries, Accenture drives innovation
to improve the way the world works and lives. To learn more about our work with
governments around the world, visit us at www.accenture.com..