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Digital at depth for government innovation

Digital technologies are at the heart of public service transformation and act as a catalyst for economic growth and government innovation.


Governments need to drive digital at depth to rebuild public accountability and boost their mission productivity. But that means instigating digital change, not just reacting to it.

By becoming digital disruptors themselves, not just adding digital services but digitalizing to transform their operations, governments can seize the initiative from the nimble new entrants invading their traditional turf and greatly enhance their own competitiveness.

By becoming public entrepreneurs, in partnership with the new digital businesses and micro-multinationals that now account for such a large share of new jobs, they can catalyze a digital economy that will sustain innovation and drive economic growth.

This report describes how digital leaders in government are delivering public service for the future—and how others can follow their example.

Accenture examined the digital transformation of government, looking at the impact digital services have on a country’s economy, competitiveness, government innovation and its citizens through a research report and a global pulse survey.




The expectations of government’s constituents are changing just as radically.

The Accenture Digital Government Pulse Survey shows that digital natives demand simpler, faster and cheaper government services, equivalent to the mobile services accessible through apps and social media that they receive commercially.

Governments need to capitalize on these digtal advantages-and not only by digitalizing their own processes, workforces and infrastructure. They also need to digitalize through government.

By becoming public entrepreneurs—enabling a digital economy with the right regulatory environment, investments and ecosystems—governments can actually drive innovation.

In this study, we focus on the portfolio of measures available to policymakers that could boost productivity, entrepreneurship and government innovation.

We benchmarked the digital maturity of 30 different countries against six key measures:

  • Economic competitiveness;

  • Public sector productivity;

  • Constituent satisfaction;

  • Citizen engagement;

  • ICT development; and

  • Digital priority

and found:

Leading by Example

To become future-ready, a government needs to drive digitalization proactively.

A future-ready government should also have an entrepreneurial and performance-driven workforce of digitally savvy administrators committed to driving innovation and capable of addressing the complexities of increasingly virtualized business. It should establish a collaborative service ecosystem, encompassing all sectors and connecting them through common digital platforms to achieve a shared goal.

These are the characteristics of a government capable of delivering public service for the future. The time to start building them is now.

Of all the citizens surveyed, a majority believed that their willingness to engage with government would increase if it improved digital services.

Accenture Citizen Survey, November 2013


Gaurav Gujral

Global Lead - Delivering Public Services for the Future Heath and Public Service

Bernard Le Masson

Global Managing Director - Public Service Accenture Strategy

Dr. Majid Altuwaijri

Managing Director - Middle East Health and Public Service Accenture Saudi Arabia