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2020 global savings $ Billion DIGITAL SERVICES ARE MORE EFFICIENT and save taxpayers money $ Asia Americas Europe $ $...
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Government & Nonprofit, Technology
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Sep. 03, 2014

Governments Are Going Digital

Governments have made good progress in delivering digital services, but many are still overwhelmed by complexity and slowed by bureaucratic skepticism and lack of skills. Users – accustomed to innovation in such sectors as retailing, media, and financial services – wish their governments would get on with it: http://on.bcg.com/1jESqYx.

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Governments Are Going Digital

  1. 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 Read BCG’s latest insights, analysis, and viewpoints at bcgperspectives.com © The Boston Consulting Group, Inc. 2014. All rights reserved. To find the latest BCG content and register to receive e-alerts on this topic or others, please visit bcgperspectives.com. Please direct questions to socialmedia@bcg.com.

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