Welcome
Recognizing that every geography has unique cultural, socioeconomic and other characteristics, we did not design the survey instrument to compare and contrast performance by country or by region, and the results are not intended for such purposes.
About the Accenture Citizen Experience Study
Polls routinely capture voters' opinions of individual politicians. Private-sector surveys often gauge customers' satisfaction with products and services. But until now, there was no single instrument to measure citizens' perceptions of government.
The Accenture Institute for Public Service Value has created the Citizen Experience Study to fill that void. The Accenture Citizen Experience Study measures the level of connection and engagement that citizens in 13 geographies feel with their governments. More specifically, the study captures citizens’ perspectives on the importance of 16 government actions—and their opinions on how well government is currently performing each of those actions.
We have used that data about importance and performance to characterize citizens' perceptions of their government's relative strengths and weaknesses.
As part of our research, we also gathered citizens’ perspectives on how government is performing around key social and economic outcomes—including cost of living, immigration control, security in retirement, learning and education, and employment. And we asked citizens to describe their level of trust in government to help improve the quality of their lives.
The Accenture Citizen Experience Study provides actionable insight into how citizens currently perceive government while giving government and public service managers valuable input for improving the quality of public services and the outcomes such services support.
Our Research Approach
To help yield the results for this year’s Accenture Citizen Experience Study, the Accenture Institute for Public Service Value (working with Harris Interactive) surveyed members of the general adult populations of 13 geographies: Australia, Canada, France, Germany, Hong Kong, India, Italy, Japan, Mexico, Singapore, Spain, the United Kingdom and the United States.
We asked respondents to think about 16 government actions that would help improve social and economic conditions in their geographies. We also asked respondents to rate importance—how critical each action is—and performance—how well government is currently delivering in that area. We then created a visual representation of respondents' ratings— illustrating each government's relative strengths and weaknesses.
In addition, we asked respondents for their perspectives on some other specific public service areas and issues—including top-of-mind social and economic conditions, trust in government to improve quality of life and personal involvement in public services.
Recognizing that every geography has unique cultural, socioeconomic and other characteristics, we did not design the survey instrument to compare and contrast performance by country or by region, and the results are not intended for such purposes.
About the Accenture Public Service Value Governance Framework
The Accenture Citizen Experience Study builds on the foundation of the Accenture Public Service Value Governance Framework— a new model for more publicly engaged governance. The Accenture Institute for Public Service Value developed this framework as part of the Accenture Global Cities Forum—an ongoing public engagement study into individuals’ perspectives on the role of government.
Through the first phase of this study—a series of highly interactive citizen panels in eight cities—Accenture explored individuals’ perspectives from three points of view: that of citizen, service user and taxpayer. Through our analysis of participants’ input, we developed the Accenture Public Service Value Governance Framework to help public service organizations build deeper, richer, more collaborative relationships with the people they serve.
we present the Accenture Public Service Value Governance Framework. We also delineate specific actions government can take to bolster performance around the framework's core components of Outcomes, Balance, Engagement and Accountability.
To yield this year’s scores for the Accenture Citizen Experience Study, we asked citizens in 13 geographies to rate the importance of 16 specific actions, as well as their government’s performance in each of those areas.