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What People Want: Accenture Public Service Citizen Survey

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What do people want from digital government? We asked thousands of citizens across six countries: Australia, France, Germany, Singapore, UK and USA.

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What People Want: Accenture Public Service Citizen Survey

  1. 1. ACCENTURE PUBLIC SERVICE CITIZEN SURVEY FEBRUARY 2017 WHAT PEOPLE WANT
  2. 2. WHAT DO PEOPLE WANT FROM DIGITAL GOVERNMENT? We asked thousands of citizens across six countries: Australia, France, Germany, Singapore, UK and USA
  3. 3. 3 We suggest a three part agenda for decision makers in governments, public service agencies and digital government program offices:
  4. 4. 4 Easy, comprehensive, personalized and safe. Look for the best digital experiences from any sector. This is what your citizens expect. CREATE DELIGHTFUL EXPERIENCES
  5. 5. 5 These are incredibly important to your citizens in what they perceive to be very uncertain times. FOCUS ON CYBER SECURITY AND TECHNOLOGY TO SUPPORT PUBLIC SAFETY
  6. 6. 6 There is an overwhelming expectation for more say by people. DEVELOP STRATEGIES TO LEVERAGE DIGITAL PLATFORMS TO INVOLVE CITIZENS
  7. 7. 7 ABOUT THE STUDY The purpose of this study is to assess citizen opinions about a variety of digital government service issues and topics. Study results are based on a sample of more than 5,500 citizens aged 18 or older who completed an online survey in October-November 2016, with the sample by country as follows: Results for the full global sample in this report are statistically significant with a confidence level of 95% and a margin of error of +/-1.4%. Results for each country are statistically significant with a confidence level of 95% and a margin of error of +/-3.1% except for Singapore where the margin of error is +/-5.6%. UNITED STATES 1,069 UNITED KINGDOM 1,021 AUSTRALIA 1,051 SINGAPORE 309 FRANCE 1,031 GERMANY 1,103
  8. 8. % KEY FINDINGS 8 ALL VALUES EXPRESSED AS A PERCENTAGE
  9. 9. OPEN TO GOVERNMENT INNOVATION; THINK GOVERNMENT CAN DO BETTER 9
  10. 10. 13 8 13 17 9 11 15 32 31 35 38 28 25 35 55 61 52 45 63 64 50 Global US Australia UK Singapore France Germany Unlikely/Not at all Likely Neutral Likely/Very Likely GOVERNMENT AS A PLATFORM More than 8 in 10 citizens globally and in each country surveyed are neutral or open to the idea of having non-government agencies deliver government services If government services were provided by non-government agencies quickly, efficiently and securely, how likely would you be to consider using them? Percentages are based on a 5-point scale where 1=Not at all Likely, 2=Unlikely, 3=Neutral, 4=Likely, and 5=Very Likely. 10
  11. 11. 7 9 4 5 5 7 13 19 18 15 20 17 17 24 74 73 82 76 78 76 63 Global US Australia UK Singapore France Germany Disagree/Strongly Disagree Neutral Agree/Strongly Agree GOVERNMENT AS A PLATFORM More than 7 in 10 support government collaboration with the private sector; the percentage is slightly lower in Germany (63%) Government agencies could better tackle complex social issues (e.g., youth unemployment, integration of refugees, support of entrepreneurship) by collaborating with companies, non-government organizations, and/or citizens. Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree. 11
  12. 12. 57 61 56 61 31 26 62 29 22 31 28 47 46 27 15 17 13 12 23 28 12 Global US Australia UK Singapore France Germany Less/Much Less Satisfying About the Same More/Much More Satisfying GOVERNMENT AS A PLATFORM Most find their customer experience with government unsatisfying compared to their experience with local/online retailers – except in Singapore and France, where less than a third feel this way Compared to being a customer at your favorite local shop or an online retailer like Amazon, would you say that being a customer at government agencies is: Percentages are based on a 5-point scale where 1=Much Less Satisfying, 2=Less Satisfying, 3=About the Same, 4=More Satisfying, and 5=Much More Satisfying. 12
  13. 13. 3 4 2 3 4 4 5 16 14 14 14 15 18 18 81 82 85 83 82 78 77 Global US Australia UK Singapore France Germany Disagree/Strongly Disagree Neutral Agree/Strongly Agree PUBLIC ADMINISTRATION Fully 8 in 10 citizens think government should be more transparent about whether public infrastructure programs are on time and on budget Government needs to be more transparent about whether public infrastructure programs (roads, schools, public transport, etc.) are on time and on budget. Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree. 13
  14. 14. SEEK MORE AND BETTER DIGITAL ACCESS TO GOVERNMENT SERVICES 14
  15. 15. 30 29 23 27 13 30 44 35 32 40 38 28 30 3435 39 37 34 60 39 21 Global US Australia UK Singapore France Germany Disagree/Strongly Disagree Neutral Agree/Strongly Agree CITIES Half or more citizens say they lack adequate digital access to local government services – except in Singapore, where 60% do think they have adequate access. I have access to a full range of local government/city services via digital channels (e.g., through a website, mobile application, or social media). Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree. 15
  16. 16. 13 12 13 13 6 12 19 33 30 39 35 30 27 33 54 58 48 52 64 61 48 Global US Australia UK Singapore France Germany Disagree/Strongly Disagree Neutral Agree/Strongly Agree REVENUE Half or more (48% to 64%) want more ways to engage their revenue agencies through digital channels. I would like more ways to engage with my revenue agency via digital channels (e.g., through a website, mobile application, or social media). Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree. 16
  17. 17. PENSIONS *In the US, almost two-thirds of citizens want more ways to engage with Social Security or state pension agencies via digital channels 11% 21% 63% 5% US Disagree/Strongly Disagree Neutral Agree/Strongly Agree N/A I would like more ways to engage with Social Security or my state pension agency via digital channels (e.g., through a website, mobile application, or social media). Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree. 17 *Only asked in the US
  18. 18. 19 18 22 10 15 22 19 17 19 21 16 23 55 60 45 68 66 45 7 5 15 1 2 10 Global Australia UK Singapore France Germany Disagree/Strongly Disagree Neutral Agree/Strongly Agree N/A SOCIAL SERVICES *Digital access to social services is preferred by 6 in 10 citizens or more in Australia, Singapore and France, and by 45% of citizens in the UK and Germany I prefer to access social services online using my computer or mobile device, rather than over the phone, by mail, or in person. Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree. 18 *Not asked in the US
  19. 19. 14 13 13 13 7 13 1918 19 18 14 19 17 20 58 61 57 58 72 63 47 10 7 12 15 2 8 14 Global US Australia UK Singapore France Germany Disagree/Strongly Disagree Neutral Agree/Strongly Agree N/A EMPLOYMENT Digital access to government employment services is preferred by about 6 in 10 citizens; in Singapore the percentage is higher (72%) and in Germany it is lower (47%) I prefer to access employment services online using my computer or mobile device, rather than over the phone, by mail, or in person. Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree. 19
  20. 20. 13 13 13 15 5 9 18 37 33 38 37 23 40 40 50 54 49 48 72 50 42 Global US Australia UK Singapore France Germany Disagree/Strongly Disagree Neutral Agree/Strongly Agree EDUCATION About half (and 72% in Singapore) want more ways to engage higher education institutions via digital channels I would like more ways to engage with higher education institutions via digital channels (e.g., through a website, mobile application or social media). Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree. 20
  21. 21. 22 15 20 21 9 21 35 32 33 32 35 27 31 28 47 52 48 44 64 48 37 Global US Australia UK Singapore France Germany Disagree/Strongly Disagree Neutral Agree/Strongly Agree NON-PROFIT About half would like to be able to make charitable contributions to nonprofits via digital channels; in Singapore the percentage is higher (64%) and in Germany it is lower (37%) I would like to be able to make charitable contributions to nonprofit organizations via digital channels (e.g., through a website, mobile application, or social media). Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree. 21
  22. 22. 19 15 16 19 9 19 26 31 27 30 30 23 33 35 51 58 55 51 67 48 39 Global US Australia UK Singapore France Germany Disagree/Strongly Disagree Neutral Agree/Strongly Agree PUBLIC SAFETY Globally about half of citizens are comfortable engaging their local police force via digital channels; in Singapore the percentage is higher (67%) and in Germany it is lower (39%) I am comfortable engaging with my local police force via digital channels (e.g., through a website, mobile application, or social media). Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree. 22
  23. 23. WANT PUBLIC SERVICE TO MAKE BETTER USE OF DIGITAL TECHNOLOGY 23
  24. 24. 12 11 10 11 6 11 16 27 26 28 28 22 22 29 62 62 62 62 72 66 55 Global US Australia UK Singapore France Germany Disagree/Strongly Disagree Neutral Agree/Strongly Agree PUBLIC ADMINISTRATION About 6 in 10 citizens (72% in Singapore) think government should make greater use of digital innovations Government should make substantially greater use of innovative digital tools like mobile apps, interactive web sites, and automated assistants. Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree. 24
  25. 25. 25 23 32 11 22 36 39 36 44 34 31 43 36 41 24 55 46 21 Global Australia UK Singapore France Germany Disagree/Strongly Disagree Neutral Agree/Strongly Agree SOCIAL SERVICES In the UK and Germany less than 1 in 4 citizens see effective use of technology by social services agencies, compared to more than 4 in 10 in Australia, Singapore and France Social services agencies have effectively used technology to improve the quality of their service over the past five years. Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree. 25
  26. 26. 23 15 18 21 10 30 3536 37 38 36 30 33 38 41 48 44 43 60 37 26 Global US Australia UK Singapore France Germany Disagree/Strongly Disagree Neutral Agree/Strongly Agree EMPLOYMENT Less than half of citizens say government employment agencies use technology effectively; in Singapore the percentage is higher (60%) and in Germany it is notably lower (26%) Employment agencies have effectively used technology to improve the quality of their service over the past five years. Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree. 26
  27. 27. 11 10 6 10 5 13 15 35 25 31 33 26 39 48 54 65 63 57 69 47 37 Global US Australia UK Singapore France Germany Ineffective/Not at all Effective Neutral Effective/Very Effective EDUCATION About 6 in 10 think higher education institutions are effectively using digital technology; in France (47%) and Germany (37%) percentages are lower How effective do you think higher education institutions are at using digital technology (such as social media, online portals, mobile apps, handheld devices, etc.) to deliver their services? Percentages are based on a 5-point scale where 1=Not at all Effective, 2=Ineffective, 3=Neutral, 4=Effective, and 5=Very Effective. 27
  28. 28. NON-PROFIT Six in 10 (70% in Singapore) think nonprofits should use more digital technology, and only about half or less think nonprofits use digital technology effectively today Nonprofit organizations should use more digital technology (such as social media, online portals, mobile apps, handheld devices, etc.) to communicate with donors, business partners, and people they serve. Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree. 9 7 10 10 8 9 9 30 30 30 32 22 30 31 61 64 59 59 70 61 60 Global US Australia UK Singapore France Germany Disagree/Strongly Disagree Neutral Agree/Strongly Agree 28
  29. 29. PUBLIC SAFETY About two-thirds or more citizens think digital technology can help deliver more effective policing and public safety, and almost 7 in 10 or more think police forces should use digital technology to build trust Digital technology (such as social media, online portals, video analytics, handheld devices, etc.) can help deliver more effective policing and public safety. Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree. 10 10 10 13 7 14 8 24 26 25 25 19 22 22 66 65 66 62 74 64 70 Global US Australia UK Singapore France Germany Disagree/Strongly Disagree Neutral Agree/Strongly Agree 29
  30. 30. PUBLIC SAFETY Almost 7 in 10 citizens or more think police forces should use digital technology to build trust Police forces should use digital technology (such as social media, online portals, video analytics, handheld devices, etc.) to build trust with their communities. Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree. 8 8 7 9 5 10 6 23 22 23 21 19 24 25 69 70 70 70 75 66 69 Global US Australia UK Singapore France Germany Disagree/Strongly Disagree Neutral Agree/Strongly Agree 30
  31. 31. CONCERNED ABOUT CYBERCRIME AND PRIVACY; NOT CONFIDENT IN GOVERNMENT CYBER-DEFENCE 31
  32. 32. PUBLIC SAFETY Three in 4 citizens or more are concerned about cybercrime How concerned are you about cyber and online crime? Percentages are based on a 5-point scale where 1=Not at all Concerned, 2=Unconcerned, 3=Neutral, 4=Concerned, and 5=Very Concerned. 6 5 6 7 2 7 6 15 13 15 14 10 15 19 79 82 79 78 87 78 75 Global US Australia UK Singapore France Germany Unconcerned/Not at all Concerned Neutral Concerned/Very Concerned 32
  33. 33. 33 30 26 29 10 31 54 29 31 30 32 25 27 25 39 39 44 39 65 42 21 Global US Australia UK Singapore France Germany Unconfident/Not at all Confident Neutral Confident/Very Confident DEFENCE More than half lack confidence that their defence force/agency is capable of protecting them from cyber threats – except in Singapore, where 65% do express confidence How confident are you that the defence force/agency in your country is capable of protecting the nation from cyber threats? Percentages are based on a 5-point scale where 1=Not at all Confident, 2=Unconfident, 3=Neutral, 4=Confident, and 5=Very Confident. 33
  34. 34. 33 33 26 30 7 34 49 29 29 31 33 28 25 28 38 38 43 37 65 41 23 Global US Australia UK Singapore France Germany Unconfident/Not at all Confident Neutral Confident/Very Confident DEFENCE About 6 in 10 citizens or more (77% in Germany) lack confidence that their government is keeping sensitive military intelligence secure – except in Singapore, where only 35% lack confidence How confident are you that your government is able to keep sensitive military intelligence data secure? Percentages are based on a 5-point scale where 1=Not at all Confident, 2=Unconfident, 3=Neutral, 4=Confident, and 5=Very Confident. 34
  35. 35. POSTAL SERVICES Four in 10 citizens or more (59% in Germany) lack confidence that their national postal operator keeps their personal information private and secure How confident are you that your national postal operator keeps your personal information /records private and secure? Percentages are based on a 5-point scale where 1=Not at all Confident, 2=Unconfident, 3=Neutral, 4=Confident, and 5=Very Confident. 19 14 18 16 14 25 21 32 29 32 33 32 27 38 50 57 50 51 54 48 41 Global US Australia UK Singapore France Germany Unconfident/Not at all Confident Neutral Confident/Very Confident 35
  36. 36. WILLING TO SHARE PERSONAL DATA WITH GOVERNMENT FOR BETTER RESULTS 36
  37. 37. 31 22 27 28 37 36 41 39 34 45 41 41 37 39 29 44 27 31 22 27 20 Global US Australia UK Singapore France Germany Disagree/Strongly Disagree Neutral Agree/Strongly Agree GOVERNMENT AS A PLATFORM Fully 70% to 80% of citizens are just as or more comfortable sharing personal data with government as with the private sector – except in the US, where the percentage is 56% I am more comfortable sharing my personal information with private sector entities like retailers or banks than I am sharing it with government agencies. Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree. 37
  38. 38. BORDERS More than half to two-thirds are willing to provide more personal data for a better border experience How willing would you be to provide more personal data to the government in return for a more straightforward and secure travel experience at the border? Percentages are based on a 5-point scale where 1=Not at all Willing, 2=Unwilling, 3=Neutral, 4=Willing, and 5=Very Willing. 16 18 15 16 10 16 18 27 30 25 25 23 27 28 57 53 60 58 67 57 54 Global US Australia UK Singapore France Germany Unwilling/Not at all Willing Neutral Willing/Very Willing 38
  39. 39. HEALTH AND HUMAN SERVICES *In the US, half of citizens are open to having agencies share personal data to get a better level of service I’m open to having different health and human services agencies share my personal data if it means I get a better level of service. Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree. 25% 22% 50% 4% US Disagree/Strongly Disagree Neutral Agree/Strongly Agree N/A 39 *Only asked in the US
  40. 40. APPENDIX 40
  41. 41. 41 APPENDIX: SAMPLE DETAIL BY COUNTRY GLOBAL US AUSTRALIA SINGAPORE UK FRANCE GERMANY Count % Count % Count % Count % Count % Count % Count % TOTAL POPULATION 5584 100% 1069 100% 1051 100% 309 100% 1021 100% 1031 100% 1103 100% GENDER MALE 2775 50% 512 48% 511 49% 188 61% 500 49% 505 49% 559 51% FEMALE 2809 50% 557 52% 540 51% 121 39% 521 51% 526 51% 544 49% AGE 18-34 YEARS 1635 29% 324 30% 330 31% 104 34% 298 29% 307 30% 272 25% 35-44 YEARS 1126 20% 216 20% 199 19% 84 27% 207 20% 213 21% 207 19% 45-64 YEARS 2225 40% 385 36% 437 42% 101 33% 388 38% 389 38% 525 48% 65 YEARS OR OLDER 598 11% 144 13% 85 8% 20 6% 128 13% 122 12% 99 9%
  42. 42. david.regan@accenture.com @David_M_Regan https://ie.linkedin.com/in/davidreganaccenture DAVID REGANSIMON GILES Simon.w.giles@accenture.com @Peakflow https://uk.linkedin.com/in/simongilescities 42 MEET OUR SUBJECT MATTER EXPERTS bernard.le.masson@accenture.com @BernardleMasson https://fr.linkedin.com/in/bernardlemasson/en BERNARD LE MASSON GOVERNMENT AS A PLATFORM MARK HOWARD Mark.h.howard@accenture.com @markhoward_CO https://www.linkedin.com/in/markhowardco PUBLIC ADMINISTRATION CITIES REVENUE
  43. 43. owen.b.davies@accenture.com @OwenBDavies https://www.linkedin.com/in/owenbdavies OWEN DAVIES robert.j.friess@accenture.com @rjfriess https://www.linkedin.com/in/robert-friess-02037216 ROB FRIESSRAINER BINDER rainer.binder@accenture.com @Binderra https://de.linkedin.com/in/rainer-binder/en 43 MEET OUR SUBJECT MATTER EXPERTS PENSIONS HEALTH & HUMAN SERVICES SOCIAL SERVICES & EMPLOYMENT EDUCATION RYAN OAKES ryan.m.oakes@accenture.com @ryanmoakes https://www.linkedin.com/in/ryan-oakes-3b5a916
  44. 44. 44 MEET OUR SUBJECT MATTER EXPERTS elaine.k.turville@accenturefederal.com @ElaineKTurville https://www.linkedin.com/in/elainekturville ELAINE TURVILLE NON-PROFIT POSTAL SERVICES PUBLIC SAFETY BORDERS robert.b.buhler@accenture.com @brodybuhler https://www.linkedin.com/in/brodybuhler BRODY BUHLER james.w.slessor@accenture.com @slessor_james https://uk.linkedin.com/in/jslessor JAMES SLESSOR james.canham@accenture.com @JimCanham https://uk.linkedin.com/in/jamescanham JAMES CANHAM
  45. 45. 45 MEET OUR SUBJECT MATTER EXPERTS antti.kolehmainen@accenture.com @AnttiKol https://fi.linkedin.com/in/antti-kolehmainen-14a3042 ANTTI KOLEHMAINEN DEFENCE
  46. 46. 46 ABOUT ACCENTURE 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 394,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. To learn more about our work with governments around the world, visit us at www.accenture.com..
  47. 47. Copyright © 2016 Accenture All rights reserved.

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