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Your digital citizens are ready, willing and waiting—Infographic

Accenture’s Digital Pulse survey reveals that improving Digital Government will earn citizen engagement and trust.

Overview

The Accenture Public Services Pulse Survey reveals that citizens today are more engaged digitally than many in government assume.

The good news for government is the ability to bridge the gap between citizen expectations and reality by focusing on the basics. The challenge? Government has some work to do to meet citizen demand.

Top 3 Citizen Demands:

  1. The ability to get their questions answered completely

  2. Assurance of privacy and security

  3. The ability to see status of a request or activity

The lowest ranked demand: Integration with social media

VIEW THE INFOGRAPHIC [PDF]

The Opportunity

Government has the opportunity to increase digital interaction with citizens.
Of more than 1,000 citizens surveyed reported a majority of their government interactions were handled digitally.
(86%) want to maintain or increase their digital interaction.
Said they were satisfied, leaving 73% not satisfied with current digital services.




Neither technology nor age is a significant factor in accessing government services.

The Challenge

Government has some work to do to meet citizen demand.
Raising awareness of government digital services is key to reaching citizens.
Once government has reached citizens however, user expectations are high.
Getting back to the basics can help government increase citizen satisfaction.

Bridging The Gap

The good news is that the government has the ability to bridge the gap between citizen expectations and reality by focusing on the basics.

The top 3 citizen demands are:




The ability to get their questions answered completely
Assurance of privacy and security
The ability to see the status of a request or activity






Significantly, “Transactions” top the list activities citizens would prefer to conduct digitally with the government. The top 3?


Apply for/renew licenses, registration and permits

Apply for/renew licenses, registration and permits

Pay taxes

Pay Taxes 

Pay fines/tickets

Pay fines/tickets

Why It Matters

Making the experience simple, clear, secure and efficient
will earn the government citizen engagement and trust.


The top 5 beliefs citizens say would change positively
if government improved digital services are:

Steve Hurst
Steve Hurst
Global Managing Director -
Accenture Digital
Mail to Steve Hurst. This opens a new window.

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