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The 2009 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 Health & 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.
The diagram below depicts 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 results for the 2009 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.
Learn more about the 2009 Accenture Citizen Experience Study and explore the results from each of the 13 geographies we surveyed.
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