Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

What Do Citizens Want? 10 Key Insights for Public Service (United States)

14,228 views

Published on

Results from part 1 of the 2018 Accenture Public Service Citizen Survey. Learn what citizens around the world think and feel about public service. Learn more: https://accntu.re/2wbBdCs

Published in: Technology
  • Be the first to comment

What Do Citizens Want? 10 Key Insights for Public Service (United States)

  1. 1. 1 WHATDO CITIZENS WANT?10 KEY INSIGHTS FOR PUBLIC SERVICE Results from Part 1 of the 2018 Accenture Public Service Citizen Survey
  2. 2. 2 How do citizens around the world think and feel about public service? FRANCE SINGAPORE AUSTRALIA UNITED KINGDOM GERMANY UNITED STATES We asked more than 6,000 citizens in six countries for their opinions on more than 50 public service topics. 10 KEY RECOMMENDATIONS EMERGED
  3. 3. 3 TRUST LEVELS ACROSS AGENCIES VARYSLIGHTLY BY COUNTRY 65% 59% GERMANY 52% US 54% AUSTRALIA 51% UK 56% FRANCE From considerably higher in: To slightly higher in: To slightly lower in: SINGAPORE of citizens trust government – across agencies, including border agencies, human services agencies, and tax agencies –with their personaldata >55CITIZENS WANT GOVERNMENT TO CONTINUE TO BUILD ON A FOUNDATION OF TRUST % Percentage on all slides are based on the following counts: All citizens surveyed (n=6,031), Australia (n=1,005), France (n=1,000), Germany (n=1,011), Singapore (n=1,001), United Kingdom (n=1,004), United States (n=1,010).
  4. 4. 4 of citizens are less confident today than 12 months ago in government’s ability to protect against cyber threats and attacks 62 76% 73%35% Feel less confident GERMANY 70% UK AUSTRALIA 60% 61% US FRANCE In Germany, the UK, and Australia, IN SINGAPORE percentages are higher: Citizens in the US and France agree with the overall response: CITIZENS WANT GOVERNMENT TO HELP THEM FEEL MORE SECURE Percentage on all slides are based on the following counts: All citizens surveyed (n=6,031), Australia (n=1,005), France (n=1,000), Germany (n=1,011), Singapore (n=1,001), United Kingdom (n=1,004), United States (n=1,010).
  5. 5. 5 of citizens think increased use of technology by police, border agencies and government as a whole will make them more secure 67% 63% 62% >60% 59% FRANCE 59% AUSTRALIASINGAPORE US UK 60% GERMANY From slightly higher: To in line with the overall response: CITIZENS WANT GOVERNMENTTO USE ADVANCED TECHNOLOGY TO ENHANCE SECURITY CITIZENS ACROSS COUNTRIES SHARE SIMILAR INTERESTS Percentage on all slides are based on the following counts: All citizens surveyed (n=6,031), Australia (n=1,005), France (n=1,000), Germany (n=1,011), Singapore (n=1,001), United Kingdom (n=1,004), United States (n=1,010).
  6. 6. 6 7IN 10citizens seek guidance from government on a range of topics, from how to manage healthcare costs in retirement, to how change will affect them, to how artificial intelligence will improve their lives 74% 69%73% 72% US FRANCE 67% GERMANYSINGAPORE 69% UK AUSTRALIA Even more than 7 in 10 in: Whereas slightly fewer do so in: CITIZENS WANT GOVERNMENT’S HELP IN PLANNING FOR THE FUTURE CITIZENS LOOK TO THE GOVERNMENT FOR GUIDANCE Percentage on all slides are based on the following counts: All citizens surveyed (n=6,031), Australia (n=1,005), France (n=1,000), Germany (n=1,011), Singapore (n=1,001), United Kingdom (n=1,004), United States (n=1,010).
  7. 7. 7 >50% SUPPORT FOR PUBLIC SERVICE USE OF ARTIFICIAL INTELLIGENCE 73% 54% 47% AUSTRALIA 47% GERMANY 46% UK 52% FRANCE Is even higher in: In line with the overall response in: Slightly lower in: SINGAPORE US CITIZENS WANT GOVERNMENT TO USE ARTIFICIAL INTELLIGENCE TO DELIVER NEW, IMPROVED SERVICES of citizens support the use of AI in public service, to deliver new or improved services Percentage on all slides are based on the following counts: All citizens surveyed (n=6,031), Australia (n=1,005), France (n=1,000), Germany (n=1,011), Singapore (n=1,001), United Kingdom (n=1,004), United States (n=1,010).
  8. 8. 8 citizens support artificial intelligence for faster tax refunds, virtual reality to better manage retirement, cross- agency data sharing to increase border safety, and a single online portal to access all their public services on one platform ~2IN3 64%73% 65% USFRANCE 61% AUSTRALIA 62% GERMANYSINGAPORE 63% UK Is even higher in: Citizens across other countries concur with the overall response: CITIZENSSUPPORT GOVERNMENT USE OFEMERGING TECHNOLOGIESTO PROVIDEBETTER AND FASTER SERVICE SUPPORT FOR EMERGING TECHNOLOGIES Percentage on all slides are based on the following counts: All citizens surveyed (n=6,031), Australia (n=1,005), France (n=1,000), Germany (n=1,011), Singapore (n=1,001), United Kingdom (n=1,004), United States (n=1,010).
  9. 9. 9 SUPPORT FOR DEDICATING RESOURCES TO INNOVATION 63% 57% SINGAPORE 52% GERMANY 33% UK 51% AUSTRALIA 55% US Is higher in: Citizens across other countries are more in line with the overall response: FRANCE CITIZENS WANT GOVERNMENT TO INVEST MORE IN INNOVATION of citizens believe government should reinvest savings from innovative programs into the creation of cross-industry innovation teams 50% Percentage on all slides are based on the following counts: All citizens surveyed (n=6,031), Australia (n=1,005), France (n=1,000), Germany (n=1,011), Singapore (n=1,001), United Kingdom (n=1,004), United States (n=1,010).
  10. 10. 10 80% EXPECTATIONS FOR GOVERNMENT INNOVATION 75% 75% 77% SINGAPORE 67% GERMANY 71% UK 69% AUSTRALIAUS Slightly higher in: Citizens’ support in other countries matches overall rate. Only slightly lower in: FRANCE CITIZENS WANT GOVERNMENTTO COLLABORATE WITH THE PRIVATE SECTOR TO INNOVATE EVEN MORE want government to work withthe private sector to develop more innovative public services >70% Support for public/private collaboration: 88% SINGAPORE 71% GERMANY Percentage on all slides are based on the following counts: All citizens surveyed (n=6,031), Australia (n=1,005), France (n=1,000), Germany (n=1,011), Singapore (n=1,001), United Kingdom (n=1,004), United States (n=1,010). of citizens expect government technology leaders and local governments to innovate more
  11. 11. 1 1 EXPECTATIONS FOR GOVERNMENT INNOVATION POSTAL DELIVERY OPTIONS DESIRED 45%52% 51% SINGAPORE 39% GERMANY 40% 40% UK AUSTRALIAUS More than 1 in 2 citizens seek more personalization in: Other countries’ citizens in line with the overall response: FRANCE CITIZENS WANT TO PERSONALIZETHEIR EXPERIENCE WITH GOVERNMENT citizens agree that personalizeddigital experienceandcontentshouldbea priority for higher education and non profits say choice around postal delivery options (e.g. timing, delivery location) drive online buyingdecisions>50% 51% Prioritize delivery locations 51% Prioritize timing of delivery IN FRANCE ACROSS OTHER COUNTRIES 4IN10 Percentage on all slides are based on the following counts: All citizens surveyed (n=6,031), Australia (n=1,005), France (n=1,000), Germany (n=1,011), Singapore (n=1,001), United Kingdom (n=1,004), United States (n=1,010).
  12. 12. 1 2 EVEN MORE CITIZENS WANT TO PROVIDE PERMISSION 85% US 78%85% 81% 80% AUSTRALIAGERMANY UKFRANCE For government to share their data in: Citizens are more in line with the overall response: 86% SINGAPORE of citizens want to give government permission to share their data across agencies to enable better, more convenient services >80%CITIZENS ARE WILLING TO GIVE ACCESS TO THEIR PERSONAL DATA IN EXCHANGE FOR IMPROVED SERVICES IN2 3 Percentage on all slides are based on the following counts: All citizens surveyed (n=6,031), Australia (n=1,005), France (n=1,000), Germany (n=1,011), Singapore (n=1,001), United Kingdom (n=1,004), United States (n=1,010). citizens believe border agencies sharing traveler data with other government agencies will make borderssafer
  13. 13. 1 3 TO LEARN MORE FROM OUR EXPERTS, CONNECT, FOLLOW OR CONTACT PUBLIC ADMINISTRATION MARK HOWARD CITIES SIMON GILES REVENUE DAVID REGAN
  14. 14. 1 4 SOCIAL SERVICES & EMPLOYMENT RAINER BINDER PENSIONS OWEN DAVIES HEALTH & HUMAN SERVICES RYAN OAKES EDUCATION JONATHAN FRY NON-PROFIT ELAINE TURVILLE POSTAL BRODY BUHLER
  15. 15. 1 5 JAMES SLESSOR DEFENSE ANTTI KOLEHMAINEN PUBLIC SAFETY MANAGEMENT CONSULTING BERNARD LE MASSON TECHNOLOGY CONSULTING CARL WARD BORDERS JAMES CANHAM
  16. 16. 1 6 ABOUT ABOUT THEACCENTURE 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 442,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. For more fresh thinking and proven solutions for a digital world, visit Accenture Public Service: Experience that counts, innovation that works and outcomes that matter for citizens, workers and communities. RESEARCH Study results are based on a sample of more than 6,000 citizens aged 18 or older who completed an online survey in October-November 2017, with the sample by country as follows: United States n=1,010 Singapore n=1,001 Australia n=1,005 France n=1,000 United Kingdom n=1,004 Germany n=1,011 Copyright © 2018 Accenture. All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. Results for the overall sample in this report are statistically significant with a confidence level of 95% and a margin of error of +/-1.6%.Results for each country are statistically significant with a confidence level of 95% and a margin of error of +/-3.1%.

×