We asked more than 6,000 people from around the world what they expect from the digital transformation taking hold in human services. Here are the top 5 things they want and expect.

1. 1
BEYOND
EXPECTATIONSWhat do people really want from
Human Services inthe Digital Era?

2. 2
RESULTSFROM THE 2018 ACCENTUREPUBLIC
SERVICES GLOBAL CITIZENSURVEY
We asked more than 6,000people from around
theworld what they think and feel about the digital
transformation taking hold in humanservices.
HEREARETHE
TOP5THINGS
THEYWANT
ANDEXPECT:

3. 3
DIGITAL
ENGAGEMENT
consider poor digital engagementand
paper-driven processes as pain pointsin
dealing with Human Serviceagencies
show frustration with lengthyeligibility
decisions and having tore-enter
personal information multipletimes
%40-50
%>60
66%
50%
46%
61%
12%
62%
48%
46%
68%
11%
62%
43%
39%
61%
13%
70%
59%
49%
72%
61%
62%
46%
57%
57%
43%
42%
70%
12%
63%
51%
45%
65%
10%
Requiring citizens to
enter the samepersonal
information multiple times
(lack of coordination
among agencies)
Poor digital engagement
(inadequate mobile apps,
poor website design)
Length of time it takes
for eligibility decisions
to be made
None of theabove
Paper-driven process
GERMANY
5% 8%
SINGAPORE FRANCEGLOBAL US AUSTRALIA UK
Percentage on all slides are based on the following counts: All citizens surveyed (n=6,098), Australia (n=1,011),
France (n=1,008), Germany (n=1,006), Singapore (n=1,015), United Kingdom (n=1,016), United States (n=1,042).

4. 4
of people served believe Human
Services agencies should utilize
advanced analytics to deliver
more customized and relevant
services
PERSONALIZED
SERVICES
OVERALL
72%ofUScitizens,ages35-44,wantmorepersonalizedservices
56% 58% 52% 53% 66% 58% 49%
GLOBALLY US AUSTRALIA UK SINGAPORE FRANCE GERMANY
%54
Percentage on all slides are based on the following counts: All citizens surveyed (n=6,098), Australia (n=1,011),
France (n=1,008), Germany (n=1,006), Singapore (n=1,015), United Kingdom (n=1,016), United States (n=1,042).

5. 5
INNOVATION
%
of people globally want
Human Services agencies
to be more innovative with
technology, particularly
to match their digital
experiences with online
banking, social media
or ride-sharing apps.
OVERALL
54%
GLOBALLY
58% 50%
US AUSTRALIA
50% 64%
UK SINGAPORE
55%
FRANCE
49%
GERMANY
54
Percentage on all slides are based on the following counts: All citizens surveyed (n=6,098), Australia (n=1,011),
France (n=1,008), Germany (n=1,006), Singapore (n=1,015), United Kingdom (n=1,016), United States (n=1,042).

6. 6
ARTIFICIAL
INTELLIGENCE
of people support the use of
AI to improve Human Service
delivery, specifically to:
55%
58%
52%
Enable caseworkers and other service providers to
uncover risks and better identify service needs forpeople
Apply for services and benefitsfaster
Decrease the length of time it takes for eligibility
decisions to be made
%>50
Percentage on all slides are based on the following counts: All citizens surveyed (n=6,098), Australia (n=1,011),
France (n=1,008), Germany (n=1,006), Singapore (n=1,015), United Kingdom (n=1,016), United States (n=1,042).

7. 7
Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree.
PUBLICTRUST
of people trust Human
Service agencies to keep
their personal data
secure
Disagree/Strongly Disagree Neutral Agree/Strongly Agree N/A
17%
26%
56%
22% 25%
51%
1% 2%
21%
29%
48%
2%
20%
29%
49%
2%
7%
28%
65%
0%
18%
22%
60%
0%
14%
23%
61%
2%
>1/2

8. 8
TOLEARN
MOREFROM
OUREXPERTS,
CONNECT,
FOLLOWOR
CONTACT
MOLLY TIERNEY
Child Welfare Industry Strategy
Lead, North America Public
Sector
PHIL POLEY
Managing Director, North America
Public Sector, Health Industry
Lead
VALERIE ARMBRUST
Managing Director, North
America Child Services
GAURAV DIWAN
Managing Director, North America
Health and Human Services

9. 9
ABOUT
ACCENTURE
ABOUTTHE
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
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%.
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