In 2014, an Accenture Public Service Pulse Survey found that 73 percent of citizens expected the same or higher quality from government digital services as from commercial organizations. In the most recent survey—just two years later—that number surged to 85 percent. The findings suggest that the idea of a digital experience that’s “good enough for government” will soon be a thing of the past.
As commercial digital experiences continue to improve, the bar for government keeps getting higher. The gap between what citizens experience elsewhere in their lives and what they will accept from government is closing—fast.