What People Want: Accenture Public Service Citizen Survey

ACCENTURE PUBLIC
SERVICE CITIZEN SURVEY
FEBRUARY 2017
WHAT
PEOPLE
WANT

WHAT DO
PEOPLE WANT
FROM DIGITAL
GOVERNMENT?
We asked thousands of citizens
across six countries: Australia,
France, Germany, Singapore, UK
and USA

3
We suggest a three part agenda for decision
makers in governments, public service agencies
and digital government program offices:

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
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
There is an overwhelming expectation for more
say by people.
DEVELOP STRATEGIES TO
LEVERAGE DIGITAL PLATFORMS
TO INVOLVE CITIZENS

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

%
KEY FINDINGS
8
ALL VALUES EXPRESSED
AS A PERCENTAGE

OPEN TO GOVERNMENT
INNOVATION;
THINK GOVERNMENT
CAN DO BETTER
9

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

7 9
4 5 5 7
13
19 18 15
20 17 17
24
74 73
82
76 78 76
63
Disagree/Strongly Disagree Neutral Agree/Strongly Agree
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.
where 1=Strongly Disagree, 2=Disagree,
3=Neutral, 4=Agree, and 5=Strongly Agree.
11

57
61
56
61
31
26
62
29
22
31
28
47 46
27
15 17
13 12
23
28
12
Less/Much Less Satisfying About the Same More/Much More Satisfying
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

3 4 2 3 4 4 5
16 14 14 14 15 18 18
81 82 85 83 82
78 77
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.
13

SEEK MORE AND BETTER
DIGITAL ACCESS TO
GOVERNMENT SERVICES
14

30 29
23
27
13
30
44
35
32
40 38
28 30
3435
39 37
34
60
39
21
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).
15

13 12 13 13
6
12
19
33
30
39
35
30
27
33
54
58
48
52
64
61
48
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
or social media).
16

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).
17
*Only asked in the US

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
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.
18
*Not asked in the US

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
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.
19

13 13 13 15
5
9
18
37
33
38 37
23
40 40
50
54
49 48
72
50
42
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).
20

22
15
20 21
9
21
35
32 33 32
35
27
31
28
47
52
48
44
64
48
37
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
or social media).
21

19
15 16
19
9
19
26
31
27
30 30
23
33 35
51
58
55
51
67
48
39
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).
22

WANT PUBLIC
SERVICE TO MAKE
BETTER USE OF
DIGITAL TECHNOLOGY
23

12 11 10 11
6
11
16
27 26 28 28
22 22
29
62 62 62 62
72
66
55
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.
24

25 23
32
11
22
36
39
36
44
34
31
43
36
41
24
55
46
21
Global Australia UK Singapore France Germany
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.
25

23
15
18
21
10
30
3536 37 38 36
30
33
38
41
48
44 43
60
37
26
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.
26

11 10
6
10
5
13 15
35
25
31 33
26
39
48
54
65 63
57
69
47
37
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?
where 1=Not at all Effective, 2=Ineffective,
3=Neutral, 4=Effective, and 5=Very Effective.
27

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.
9 7
10 10 8 9 9
30 30 30 32
22
30 31
61
64
59 59
70
61 60
28

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.
10 10 10
13
7
14
8
24 26 25 25
19
22 22
66 65 66
62
74
64
70
29

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.
8 8 7 9
5
10
6
23 22 23 21 19
24 25
69 70 70 70
75
66
69
30

CONCERNED ABOUT
CYBERCRIME AND
PRIVACY; NOT CONFIDENT
IN GOVERNMENT
CYBER-DEFENCE
31

PUBLIC SAFETY
Three in 4 citizens or more
are concerned about cybercrime
How concerned are you about
cyber and online crime?
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
Unconcerned/Not at all Concerned Neutral Concerned/Very Concerned
32

33
30
26
29
10
31
54
29 31 30 32
25 27 25
39 39
44
39
65
42
21
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

33 33
26
30
7
34
49
29 29 31 33
28
25
28
38 38
43
37
65
41
23
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

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?
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
35

WILLING TO SHARE
PERSONAL DATA WITH
GOVERNMENT FOR
BETTER RESULTS
36

31
22
27 28
37 36
41
39
34
45
41 41
37
39
29
44
27
31
22
27
20
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.
37

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?
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
Unwilling/Not at all Willing Neutral Willing/Very Willing
38

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.
25% 22%
50%
4%
US
39
*Only asked in the US

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%

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
MARK HOWARD
Mark.h.howard@accenture.com
@markhoward_CO
https://www.linkedin.com/in/markhowardco
CITIES REVENUE

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
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
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
antti.kolehmainen@accenture.com
@AnttiKol
https://fi.linkedin.com/in/antti-kolehmainen-14a3042
ANTTI KOLEHMAINEN
DEFENCE

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 –
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governments around the world, visit us at www.accenture.com..

What People Want: Accenture Public Service Citizen Survey

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