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WHAT DO
CITIZENS
WANT?10 KEY INSIGHTS FOR PUBLIC SERVICE
Results from Part 1 of the 2018
Accenture Public Service Citizen Survey

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How do citizens
around the
world think
and feel about
public service?
AUSTRALIA
FRANCE
GERMANY
SINGAPORE
UNITED
KINGDOM
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

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1TRUST LEVELS ACROSS AGENCIES VARY SLIGHTLY BY COUNTRY
65% 59% 56%
GERMANY
52%54% 51%
USAUSTRALIA UKFRANCE
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 personal data
%>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).

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2of citizens are less confident
today than 12 months ago
in government’s ability to
protectagainstcyberthreats
and attacks
%62
35% 76% 73% 60%70% 61%
Feel less
confident
GERMANY
IN SINGAPORE
AUSTRALIA FRANCEUK US
In Germany, the UK, and Australia,
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).

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3of citizens think increased use
of technology by police, border
agencies and government as a
whole will make them more secure
67% 63% 62% 60%
%>60
59% 59%
SINGAPORE FRANCE AUSTRALIAUS UK 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).

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47IN 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% 73% 69%72% 69% 67%
US FRANCE AUSTRALIA GERMANYSINGAPORE UK
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).

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5 %>50
SUPPORT FOR PUBLIC SERVICE USE OF ARTIFICIAL INTELLIGENCE
73% 54% 52%
US
47%47% 46%
AUSTRALIAGERMANY UKFRANCE
Is even higher in: In line with the overall response in: Slightly lower in:
SINGAPORE
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).

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6
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
3IN~2
64%73% 63%65% 61%62%
USFRANCE AUSTRALIAGERMANYSINGAPORE UK
Is even higher in: Citizens across other countries concur with the overall response:
CITIZENSSUPPORT
GOVERNMENT
USEOFEMERGING
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).

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7SUPPORT FOR DEDICATING RESOURCES TO INNOVATION
63% 57% 55%
SINGAPORE
52%33% 51%
GERMANYUK AUSTRALIAUS
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).

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%80
8EXPECTATIONS FOR GOVERNMENT INNOVATION
75%
77%
75%
SINGAPORE
SINGAPORE
67%
71%
69%
GERMANY GERMANY
UK
AUSTRALIAUS
Slightly higher in:
Citizens’ support in other countries matches overall rate.
Only slightly lower in:
FRANCE
CITIZENS WANT
GOVERNMENTTO
COLLABORATE
WITH THE PRIVATE
SECTORTO INNOVATE
EVEN MORE of citizens expect government
technology leaders and local
governments to innovate more
want government to work with the
private sector to develop more
innovative public services
>70%
Support for public/private
collaboration:
88%
71%
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).

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9EXPECTATIONS FOR GOVERNMENT INNOVATION
POSTAL DELIVERY OPTIONS DESIRED
45%52% 51%
SINGAPORE
39%40% 40%
GERMANYUK 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 personalized digital
experience and content should be a priority
for higher education and non profits
say choice around postal delivery options (e.g. timing, delivery location)
drive online buying decisions>50%
51% 51%Prioritize delivery locations Prioritize timing of delivery
IN FRANCE ACROSS OTHER COUNTRIES
10IN4
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).

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10EVEN MORE CITIZENS WANT TO PROVIDE PERMISSION
86% 81%85%
US
78%85% 80%
AUSTRALIAGERMANY UKFRANCE
For government to share their data in: Citizens are more in line with
the overall response:
SINGAPORE
of citizens want to give government
permission to share their data across
agencies to enable better, more
convenient services
%>80CITIZENS ARE
WILLING TO GIVE
ACCESS TO THEIR
PERSONAL DATA
IN EXCHANGE
FOR IMPROVED
SERVICES
citizens believe border agencies
sharing traveler data with other
government agencies will make
borders safer
3IN2
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).

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TO LEARN
MORE FROM
OUR EXPERTS,
CONNECT,
FOLLOW OR
CONTACT
SIMON GILES
DAVID REGAN
MARK HOWARD
PUBLIC ADMINISTRATION
CITIES
REVENUE

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OWEN DAVIES
RYAN OAKES
RAINER BINDER
SOCIAL SERVICES & EMPLOYMENT
PENSIONS
HEALTH & HUMAN SERVICES
ELAINE TURVILLE
BRODY BUHLER
JONATHAN FRY
EDUCATION
NON-PROFIT
POSTAL

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JAMES SLESSOR
BERNARD LE MASSON
ANTTI KOLEHMAINEN
DEFENSE
PUBLIC SAFETY
MANAGEMENT CONSULTING
JAMES CANHAM
CARL WARD
TECHNOLOGY CONSULTING
BORDERS

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ABOUT
ACCENTURE ABOUT THE
RESEARCHAccenture 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.
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:
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%.
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
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