Citizens. Know them to serve them.

Accenture public service citizen pulse survey has the answers. Discover what UK citizens want.

What citizens want

Truly human government moves at the speed of citizens, meeting their every need along the way.

We surveyed 5,000 citizens in 5 countries including USA, UK, Germany, Singapore and Australia and asked them, what will make citizens engage more with digital government?

Interaction not transaction

62%

of citizens consider ease of interaction important to the appeal of favourite apps and want government to make it easier to interact with digital services.

>70%

of citizens say reliability and security of their favourite apps contribute to their appeal and it’s important for government to improve reliability and security of digital services.

45%

of citizens would increase use of government digital services if offered a single portal to access multiple services.

Artificial and human intelligence combined

41%

of citizens would increase their use of government digital services if government used AI to improve more courteous, efficient and faster services.

51%

of citizens would increase their use of government digital services if government used AI to offer “24/7, 365 days a year” services and the option to engage with a human when they wanted.

52%

of citizens would increase their use of government digital services if government used AI to provide more accurate, useful information.

Innovation through collaboration

50%

of citizens would increase trust in government if they communicated more about how specific innovations will improve individuals’ lives.

56%

of citizens want government to collaborate with universities to drive innovation.

53%

of citizens want government to collaborate with global enterprises to drive innovation.

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