In a post-pandemic world, compliance matters even more
Worldwide, COVID-19 transformed entitlement to benefits. As governments moved fast to shield their citizens from the pandemic’s economic impact, unprecedented sums of money flowed through welfare programs. For millions of people, entitlement to financial support changed almost overnight. Now increasing fiscal pressure is putting more scrutiny on agency budgets, taxation receipts and non-compliance.
To better understand the fundamental changes needed to improve compliance, in April 2021 Accenture conducted a study with 4000 globally of which 1000 people were based in the UK.
The trust gap
To improve the experiences they provide, agencies need citizens to be willing to share their data and interact in different ways with authorities. And right now, our research shows that this is something they’re reluctant to do.
Rebuilding trust is key to enabling more complete and more accurate digital services. Without trust, citizens will be unwilling to be as open with government as they would otherwise be.
Whilst many are still sceptical, UK respondents were significantly less likely to say they were uncomfortable with their data being shared with third parties to improve service experience. Coupled with a lower than average number saying that they have had positive experience, this suggests that UK citizens are ready for digital transformation.
Taking action: a focus on citizens, agencies, and government
So what can agencies do to build trust and user confidence in service delivery and, by doing so, improve compliance?
We have identified three priorities.
A more trusted compliance experience
Digital processes and data-driven operations can accelerate progress towards a less error-prone, more frictionless, and more personalised compliance experience for citizens. For this to happen, enhanced citizen trust is crucial. And trust can only be established and increased by reimagining the compliance process with a more human approach. It’s time to start your journey to a more trusted compliance experience today.