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What do citizens want (part 2)? 10 key insights for Public Service in the US

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Results from Part 2 of the 2018 Accenture Citizen Pulse Survey. We asked more than 6,000 citizens in six countries for their opinions on more than 50 public service topics.

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What do citizens want (part 2)? 10 key insights for Public Service in the US

  1. 1. WHATDO CITIZENS WANT?10 KEY INSIGHTS FOR PUBLIC SERVICE IN THE US Results from Part 2 of the 2018 Accenture Public Service Citizen Survey
  2. 2. How do citizens around the world think and feel about public service? WE ASKED MORE THAN 6,000CITIZENS IN SIX COUNTRIES FOR 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: 54% 56% CITIZENS AGED 25-34 56% CITIZENS WHO WORK IN THE PUBLIC SECTOR STUDENTS of citizens see government as equally or more qualified than the private sector to deliver AI enabled technologies and call out human services agencies as equally or more innovative than private providers 47CITIZENS BELIEVE GOVERNMENT IS AS QUALIFIED AS THE PRIVATE SECTOR IN DELIVERING ARTIFICIAL INTELLIGENCE (AI) % Percentages are for citizens surveyed in the United States. 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=274), Citizens aged 25-34 (n=362), Citizens who work in the public sector (n=290), Citizens living in urban areas of 50,000+ (n=721)
  4. 4. of citizens are more comfortable using AI today vs. 12 months ago, and would use an AI chatbot to access public services >35% SOME SEGMENTS ARE EVEN MORE COMFORTABLE WITH AI TODAY VS. 12 MONTHS AGO, INCLUDING: 61% 50% CITIZENS AGED 25-34 52% CITIZENS WHO WORK IN THE PUBLIC SECTOR STUDENTS 43% CITIZENS LIVING IN URBAN AREAS CITIZENS WANT GOVERNMENT TO USE AI TO CONNECT WITH THEM Percentages are for citizens surveyed in the United States. 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=274), Citizens aged 25-34 (n=362), Citizens who work in the public sector (n=290), Citizens living in urban areas of 50,000+ (n=721)
  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 35%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: 60% 51% CITIZENS AGED 25-34 60% CITIZENS WHO WORK IN THE PUBLIC SECTOR STUDENTS of citizens favor the use of AI in protecting data, reducing fraud, and delivering better services in pensions & benefits, human services, and public safety agencies as well as higher education >40% Percentages are for citizens surveyed in the United States. 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=274), Citizens aged 25-34 (n=362), Citizens who work in the public sector (n=290), Citizens living in urban areas of 50,000+ (n=721)
  6. 6. 1IN3citizens call personalized public services a top priority and consider their pensions and benefits agency effective in using AI to better personalize services CITIZENS WANT TO SHARE MORE DATA FOR INCREASED PERSONALIZATION AND GREATER BENEFITS of citizens would share biometric data (such as fingerprints) with government to get more personalized services 62% MORE CITIZENS IN SOME SEGMENTS VIEW PENSIONS AND BENEFITS AGENCIES AS EFFECTIVE IN USING AI TO BETTER PERSONALIZE SERVICES: 46% 40% CITIZENS WHO WORK IN THE PUBLIC SECTORSTUDENTS Percentages are for citizens surveyed in the United States. 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=274), Citizens aged 25-34 (n=362), Citizens who work in the public sector (n=290), Citizens living in urban areas of 50,000+ (n=721)
  7. 7. 70%of citizens think that all government agencies should prioritize 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: 69% 70% CITIZENS WHO WORK IN THE PUBLIC SECTOR 72% CITIZENS LIVING IN URBAN AREAS STUDENTS Percentages are for citizens surveyed in the United States. 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=274), Citizens aged 25-34 (n=362), Citizens who work in the public sector (n=290), Citizens living in urban areas of 50,000+ (n=721)
  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 45% 6IN10citizens believe government and pensions or benefits agencies, specifically, should use AI to prevent hacking FOR SOME SEGMENTS, CYBERCRIME IS EVEN MORE CONCERNING VS. PHYSICAL CRIME: 50% 52% CITIZENS WHO WORK IN THE PUBLIC SECTOR 50% CITIZENS LIVING IN URBAN AREAS STUDENTS Percentages are for citizens surveyed in the United States. 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=274), Citizens aged 25-34 (n=362), Citizens who work in the public sector (n=290), Citizens living in urban areas of 50,000+ (n=721)
  9. 9. of citizens would make more international purchases online and would contribute more to nonprofits if they believed they were safe from cybercrime >50%CITIZENS 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: >75% >65% CITIZENS AGED 25-34 >65% CITIZENS WHO WORK IN THE PUBLIC SECTOR STUDENTS Percentages are for citizens surveyed in the United States. 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=274), Citizens aged 25-34 (n=362), Citizens who work in the public sector (n=290), Citizens living in urban areas of 50,000+ (n=721)
  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 27of citizens would consider joining the police force CITIZENS VALUE AND SUPPORT LAW ENFORCEMENT 47% 38% CITIZENS AGED 25-34 42% 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 the United States. 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=274), Citizens aged 25-34 (n=362), Citizens who work in the public sector (n=290), Citizens living in urban areas of 50,000+ (n=721)
  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 51% SUPPORT FOR BORDER PROTECTION AGENCIES’ PARTNERING WITH COMPANIES IS EVEN HIGHER AMONG CERTAIN SEGMENTS OF CITIZENS, INCLUDING: 60% 59% CITIZENS WHO WORK IN THE PUBLIC SECTORSTUDENTS 55% Percentages are for citizens surveyed in the United States. 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=274), Citizens aged 25-34 (n=362), Citizens who work in the public sector (n=290), Citizens living in urban areas of 50,000+ (n=721)
  12. 12. Percentages are for citizens surveyed in the United States. 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). of citizens sell goods and services to other citizens using digital economy applications 55%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: 58% 63% CITIZENS AGED 25-34 61% CITIZENS WHO WORK IN THE PUBLIC SECTOR STUDENTS of citizens who sell goods and services using the digital economy are not confident they pay the appropriate taxes 74% 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 Current students & students attending within past/next 12 months (n=274), Citizens aged 25-34 (n=362), Citizens who work in the public sector (n=290), Citizens living in urban areas of 50,000+ (n=721)
  13. 13. 1 3 TO LEARN MORE FROM OUR EXPERTS, CONNECT, FOLLOW OR CONTACT PUBLIC ADMINISTRATION MARK HOWARD REVENUE DAVID REGAN
  14. 14. 1 4 SOCIAL SERVICES RAINER BINDER PENSIONS OWEN DAVIES 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 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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