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What Do Citizens Want? 10 Key Insights for Public Service in Singapore

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As part of our global survey, we asked over 1,000 singapore citizens for their opinions on more than 50 public service topics. 10 key recommendations emerged.

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What Do Citizens Want? 10 Key Insights for Public Service in Singapore

  1. 1. WHATDO CITIZENS WANT?10 KEY INSIGHTS FOR PUBLIC SERVICE IN SINGAPORE Results from Part 2 of the 2018 Accenture Public Service Citizen Survey
  2. 2. How do Singapore citizens think and feel about public service? AS PART OF OUR GLOBAL SURVEY, WE ASKED OVER 1,000SINGAPORECITIZENSFOR THEIR OPINIONS ON MORE THAN 50 PUBLIC SERVICE TOPICS. 10 KEY RECOMMENDATIONS EMERGED FRANCE SINGAPORE AUSTRALIA UNITED KINGDOM GERMANY UNITED STATES
  3. 3. EVEN MORE CITIZENS IN CERTAIN SEGMENTS AGREE THAT GOVERNMENT IS AT LEAST AS QUALIFIED AS THE PRIVATE SECTOR TO DELIVER AI: 80% CITIZENS AGED 65+ of citizens see government as equally or more qualified than the private sector to deliver AI enabled technologies and call out public agencies as equally or more innovative than private providers 72CITIZENS BELIEVE GOVERNMENT IS AS QUALIFIED AS THE PRIVATE SECTOR IN DELIVERING ARTIFICIAL INTELLIGENCE (AI) % Percentages are for citizens surveyed in Singapore. N=6,098 including Singapore (n=1,015), United States (n=1,042), Australia (n=1,011), United Kingdom (n=1,016), France (n=1,008) and Germany (n=1,006). Current students & students attending within past/next 12 months (n=445), Citizens aged 25-34 (n=248) and 65+ (n=40), Citizens who work in the public sector (n=295), Citizens living in urban areas of 50,000+ (n=943)
  4. 4. of citizens are more comfortable using AI today vs. 12 months ago, and would use an AI chatbot to access public services >46% SOME SEGMENTS ARE EVEN MORE COMFORTABLE WITH AI TODAY VS. 12 MONTHS AGO, INCLUDING: 73% 66% CITIZENS AGED 25-34 67% CITIZENS WHO WORK IN THE PUBLIC SECTOR STUDENTS 59% CITIZENS LIVING IN URBAN AREAS CITIZENS WANT GOVERNMENT TO USE AI TO CONNECT WITH THEM Percentages are for citizens surveyed in Singapore. N=6,098 including Singapore (n=1,015), United States (n=1,042), Australia (n=1,011), United Kingdom (n=1,016), France (n=1,008) and Germany (n=1,006). Current students & students attending within past/next 12 months (n=445), Citizens aged 25-34 (n=248) and 65+ (n=40), Citizens who work in the public sector (n=295), Citizens living in urban areas of 50,000+ (n=943)
  5. 5. of citizens would participate in a team to improve services and would share feedback to enable an agile approach for the rapid release of new services 47%CITIZENS WANT TO JOIN A COMMITTEE AND SUPPORT THE USE OF AI TO IMPROVE PUBLIC SERVICES EVEN MORE CITIZENS AMONG CERTAIN SEGMENTS WOULD HELP BY JOINING A COMMITTEE: 58% 54% CITIZENS AGED 25-34 58% CITIZENS WHO WORK IN THE PUBLIC SECTOR STUDENTS of citizens favour the use of AI in protecting data, reducing fraud, and delivering better services in pensions & benefits, and public safety agencies as well as higher education >55% Percentages are for citizens surveyed in Singapore. N=6,098 including Singapore (n=1,015), United States (n=1,042), Australia (n=1,011), United Kingdom (n=1,016), France (n=1,008) and Germany (n=1,006). Current students & students attending within past/next 12 months (n=445), Citizens aged 25-34 (n=248) and 65+ (n=40), Citizens who work in the public sector (n=295), Citizens living in urban areas of 50,000+ (n=943)
  6. 6. 1IN3citizens call personalised public services a top priority and consider their pensions and benefits agency effective in using AI to better personalise services CITIZENS WANT TO SHARE MORE DATA FOR INCREASED PERSONALISATION AND GREATER BENEFITS of citizens would share biometric data (such as fingerprints) with government to get more personalised services 84% MORE CITIZENS IN SOME SEGMENTS VIEW PENSIONS AND BENEFITS AGENCIES AS EFFECTIVE IN USING AI TO BETTER PERSONALISE SERVICES: 44% 44% CITIZENS WHO WORK IN THE PUBLIC SECTORSTUDENTS Percentages are for citizens surveyed in Singapore. N=6,098 including Singapore (n=1,015), United States (n=1,042), Australia (n=1,011), United Kingdom (n=1,016), France (n=1,008) and Germany (n=1,006). Current students & students attending within past/next 12 months (n=445), Citizens aged 25-34 (n=248) and 65+ (n=40), Citizens who work in the public sector (n=295), Citizens living in urban areas of 50,000+ (n=943)
  7. 7. 73%of citizens think that all government agencies should prioritise protecting citizen data and national infrastructure CITIZENS WANT SECURITY EMBEDDED IN PUBLIC SERVICES CITIZENS WITHIN KEY SEGMENTS AGREE WITH THE OVERALL POPULATION ON EMBEDDING SECURITY IN PUBLIC SERVICES: 70% 70% CITIZENS WHO WORK IN THE PUBLIC SECTOR 73% CITIZENS LIVING IN URBAN AREAS STUDENTS Percentages are for citizens surveyed in Singapore. N=6,098 including Singapore (n=1,015), United States (n=1,042), Australia (n=1,011), United Kingdom (n=1,016), France (n=1,008) and Germany (n=1,006). Current students & students attending within past/next 12 months (n=445), Citizens aged 25-34 (n=248) and 65+ (n=40), Citizens who work in the public sector (n=295), Citizens living in urban areas of 50,000+ (n=943)
  8. 8. of citizens say that their concerns about cybercrime outweigh their concerns about physical crime CITIZENS ARE MORE CONCERNED ABOUT CYBERCRIME THAN PHYSICAL CRIME 54% 6IN10citizens believe government and pensions or benefits agencies, specifically, should use AI to prevent hacking CITIZENS WITHIN KEY SEGMENTS AGREE WITH THE OVERALL POPULATION ON CONCERNS FOR CYBERCRIME: 56% 56% CITIZENS WHO WORK IN THE PUBLIC SECTOR 54% CITIZENS LIVING IN URBAN AREAS STUDENTS Percentages are for citizens surveyed in Singapore. N=6,098 including Singapore (n=1,015), United States (n=1,042), Australia (n=1,011), United Kingdom (n=1,016), France (n=1,008) and Germany (n=1,006). Current students & students attending within past/next 12 months (n=445), Citizens aged 25-34 (n=248) and 65+ (n=40), Citizens who work in the public sector (n=295), Citizens living in urban areas of 50,000+ (n=943)
  9. 9. of citizens would make more international purchases online and would contribute more to nonprofits if they believed they were safe from cybercrime >67CITIZENS WANT TO BUY AND DONATE MORE BUT NEED TO FEEL SAFE FROM CYBERCRIME TO DO SO SOME SEGMENTS WOULD BE EVEN MORE LIKELY TO BUY AND DONATE MORE IF THEY FELT SAFE FROM CYBERCRIME: >78% >74% CITIZENS AGED 25-34 >75% CITIZENS WHO WORK IN THE PUBLIC SECTOR STUDENTS Percentages are for citizens surveyed in Singapore. N=6,098 including Singapore (n=1,015), United States (n=1,042), Australia (n=1,011), United Kingdom (n=1,016), France (n=1,008) and Germany (n=1,006). Current students & students attending within past/next 12 months (n=445), Citizens aged 25-34 (n=248) and 65+ (n=40), Citizens who work in the public sector (n=295), Citizens living in urban areas of 50,000+ (n=943) %
  10. 10. All percentages are for all citizens surveyed. N=6,098 including United States (n=1,042), Australia (n=1,011), United Kingdom (n=1,016), Singapore (n=1,015), France (n=1,008) and Germany (n=1,006). Current students & students attending within past/next 12 months (n=1,890), Citizens aged 25-34 (n=1,490), Citizens who work in public sector (n=1,525), Citizens living in metro areas of 50,000+ (n=4,391) >60of citizens consider the police a “trusted and respected” profession 40of citizens would consider joining the police force CITIZENS VALUE AND SUPPORT LAW ENFORCEMENT 47% 48% CITIZENS AGED 25-34 46% CITIZENS WHO WORK IN THE PUBLIC SECTOR STUDENTS AMONG CERTAIN SEGMENTS, THE WILLINGNESS TO CONSIDER JOINING THE POLICE FORCE IS EVEN HIGHER: % % Percentages are for citizens surveyed in Singapore. N=6,098 including Singapore (n=1,015), United States (n=1,042), Australia (n=1,011), United Kingdom (n=1,016), France (n=1,008) and Germany (n=1,006). Current students & students attending within past/next 12 months (n=445), Citizens aged 25-34 (n=248) and 65+ (n=40), Citizens who work in the public sector (n=295), Citizens living in urban areas of 50,000+ (n=943)
  11. 11. of citizens want border protection agencies to partner with companies (e.g. airlines) to streamline immigration checks CITIZENS WANT BORDER PROTECTION AGENCIES TO IMPROVE THEIR TRAVEL EXPERIENCE of citizens want border protection agencies to provide insights around international destinations 64% SUPPORT FOR BORDER PROTECTION AGENCIES’ PARTNERING WITH COMPANIES IS EVEN HIGHER AMONG CERTAIN SEGMENTS OF CITIZENS, INCLUDING: 61% Percentages are for citizens surveyed in Singapore. N=6,098 including Singapore (n=1,015), United States (n=1,042), Australia (n=1,011), United Kingdom (n=1,016), France (n=1,008) and Germany (n=1,006). 78% CITIZENS AGED 65+ Current students & students attending within past/next 12 months (n=445), Citizens aged 25-34 (n=248) and 65+ (n=40), Citizens who work in the public sector (n=295), Citizens living in urban areas of 50,000+ (n=943)
  12. 12. of citizens sell goods and services to other citizens using digital economy applications 68%CITIZENS WANT MORE CERTAINTY AROUND THE TAX IMPLICATIONS OF USING THE DIGITAL ECONOMY CITIZENS IN CERTAIN SEGMENTS ARE NOT AS CONCERNED. SMALLER PROPORTIONS LACK CONFIDENCE THAT THEY PAY THE APPROPRIATE TAXES WHEN THEY USE THE DIGITAL ECONOMY TO SELL, INCLUDING: 48% 49% CITIZENS WHO WORK IN THE PUBLIC SECTORSTUDENTS of citizens who sell goods and services using the digital economy are not confident they pay the appropriate taxes 53% Digital economy defined as web or mobile applications that enable citizens to connect in order to sell and buy products and services directly from each other Percentages are for citizens surveyed in Singapore. N=6,098 including Singapore (n=1,015), United States (n=1,042), Australia (n=1,011), United Kingdom (n=1,016), France (n=1,008) and Germany (n=1,006). Current students & students attending within past/next 12 months (n=445), Citizens aged 25-34 (n=248) and 65+ (n=40), Citizens who work in the public sector (n=295), Citizens living in urban areas of 50,000+ (n=943)
  13. 13. TO LEARN MORE FROM OUR EXPERTS, CONNECT, FOLLOW OR CONTACT WEE WEI NG MANAGING DIRECTOR, Health & Public Service, ASEAN CARL WARD GROUP TECHNOLOGY OFFICER, Health & Public Service
  14. 14. 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 specialised 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 449,000 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 May 2018, with the sample by country as follows: United States n=1,042 Singapore n=1,015 Australia n=1,011 France n=1,008 United Kingdom n=1,016 Germany n=1,006 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 +/-1.3%. Results for each country are statistically significant with a confidence level of 95% and a margin of error of +/-3.1%.

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