1.
2020 global savings
$
Billion
DIGITAL SERVICES ARE MORE EFFICIENT
and save taxpayers money
$
Asia Americas Europe
$
$
Education Welfare Immigration Employment Health Care
£.-.
Billion savings a year
The UK is going digital by default
Savings Per Citizen
$.
Billion
20
12 global savin
gs
$
%
will use smartphones
(up from 70%)
%
will use tablets
(up from 42%)
%
will use smart TVs
(up from 23%)
GOVERNMENTS CAN CAPITALIZE
by acting on three insights
1
Design content to work across multiple devices and platforms.
User patterns are evolving. In three years:
SATISFACTION IS IMPROVING BUT STILL
HAS A LONG WAY TO GO
The average percentage of satisfied users:
1 in 10 transactions
was done online

1 in 3 transactions
will be done online

%
US
%
Saudi Arabia
%
Indonesia
%
Denmark
%
Malaysia
%
Russia
%
UK
%
Australia
%
France
%
UAE
%
Netherlands
66%
of citizens have
encountered a problem
using digital services
%
want easier-to-
use websites
%
want greater reassurance
that their data is private
Focus on ease of use and trust
2
Focus on what is most important—
citizens want better digital services in:
3
Almost 95% of the respondents
in our survey have used one or
more digital government services
Of citizens in
developed
countries use
digital government
services more
than once a week
%
Of citizens in
developing
countries use
digital government
services more
than once a week
%
%
CITIZENS ARE TAKING ADVANTAGE
of digital government services
GOVERNMENTS
ARE GOING DIGITAL
CITIZENS LOVE IT
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