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Accenture research reveals that digital government is the path to deliver future public services—driving higher levels of citizen engagement and satisfaction. ...

Accenture research reveals that digital government is the path to deliver future public services—driving higher levels of citizen engagement and satisfaction.

Accenture’s digital government research evaluates the current implementation levels of digital services, the overall service delivery experience and citizens’ satisfaction levels across 10 countries—Brazil, Germany, India, Norway, Saudi Arabia, Singapore, South Korea, the United Arab Emirates (UAE), the United Kingdom and the United States.

The research shows that digital is back with a bang—it is high on the agenda of governments. Countries that performed well have a strong digital government strategy, and are actively investing in key information and communications technology (ICT) assets and leveraging the power of emerging technologies. However, efficient implementation of digital services does not necessarily lead to a higher citizen satisfaction. There is still work to be done.

Read the report for insights into each country’s digital journey, rising citizen expectations and how leaders—Singapore, Norway and the UAE—are leveraging digital technologies to enhance service delivery quality, increase citizen engagement and satisfaction, and improve public sector productivity.

Source: Accenture

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    Accenture digital-government- pathways-to-delivering-public-services-for-the-future-infographic Accenture digital-government- pathways-to-delivering-public-services-for-the-future-infographic Document Transcript

    • Digital Government Pathways to Delivering Public Services for the Future Digital is back with a bang. High on the agenda of governments, it is enabling them to radically transform complex bureaucracies to become more agile, citizen-centric, efficient and innovative. Accenture research evaluated the current implementation levels of digital services, the overall service delivery experience and citizens’ satisfaction levels across 10 countries—Brazil, Germany, India, Norway, Saudi Arabia, Singapore, South Korea, the United Arab Emirates (UAE), the United Kingdom (UK) and the United States (US). We categorized countries by economic position, digital maturity and strategies for digital transformation. OVERALL RANKINGS Singapore 2 3 4 5 Cutters: US and UK 6 US Norway 7 UK 8 India 9 Germany UAE South Korea Brazil Saudi Arabia Builders: Brazil, India, Saudi Arabia and UAE Enhancers: Germany, Norway, Singapore and South Korea Establishing the core infrastructure, digitalizing key public services and enabling access to citizens. Reducing government expenditure to balance the budget. Their focus on digital programs is primarily to drive cost efficiencies. Investing to enhance digital public services maturity back by a strong economy and digitally engaged citizens. Pulse of the Country Highlights 5,000 citizens Singapore Low citizen satisfaction Less than 40% citizens are satisfied with the quality of public services. Saudi Arabia, UAE Strong Digital Governance One of the first countries to ensure every citizen has an electronic health record. surveyed across 10 countries High Citizen Satisfaction Citizens in Saudi Arabia are optimistic about the future. 82% citizens would like to use social media to interact with the government. Norway Digital in demand A Highly Engaged Population 78% citizens want the government to consult them in designing and delivering public services. 80%+ UAE citizens said the government is proactively addressing their priorities in health, employment and education. 81% citizens want governments to provide more digital public services. US, UK Germany Governments to be more mobile and social Service Maturity Leaders but Low Citizen Satisfaction Only 28% US citizens are satisfied with the quality of public services. Low Citizen Satisfaction and Engagement 64% citizens want the government to provide more digital services but only 25% actually use digital channels. 44% UK citizens are confident of the government’s ability to provide better future public services. South Korea 64% citizens would like to use social media to interact with their government. 80%+ express this desire in the Builder countries. India, Brazil Inconsistent Citizen Service Experience Lack of proper infrastructure, access and digital inclusion impact the rankings. Norwegian State Education Loan Fund, Lånekassen: Process automation RESULTS: Reduced the number of telephone inquiries from 1.5 million to 450,000 per year1 My Gov: Single channel for citizen communications RESULTS: Enables high levels of transparency and accountability in policy making. Increases citizen engagement in political issues2 Well-developed Digital Government Services but Low Citizen Satisfaction Only 19% of South Koreans are satisfied with the quality of public services. KONEPS: Online eprocurement platform for government contracts Tell Us Once: Leveraging technology to enable citizens provide information just once RESULTS: Transactions worth US$101 billion processed through KONEPS in 20123 Sources 1 http://www.microsoft.com/government/ww%2Fpublic-services%2Fblog/Pages/post.aspx?postID=229&aID=75 2 http://www.moca.gov.ae/?page_id=595&lang=en 3 http://www.g2b.go.kr/index.jsp, http://www.oecd.org/gov/ethics/Public-procurement-workshop-Kuwait-Korea-2-June-2013.pdf 4 http://central-government.governmentcomputing.com/features/2011/dec/16/tell-us-once-matt-briggs, https://www.gov.uk/tell-us-once RESULTS: Cost savings expected over the next 10 years: US$302 million for central and local governments, and US$104 million for the citizens4