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Digital Government: Pathways to Delivering Public Services for the Future

Accenture research reveals that digital government is the path to deliver future public services—driving higher levels of citizen engagement and satisfaction.

Overview

Accenture’s digital government research evaluates the current implementation levels of digital services, the overall service delivery experience and citizens’ satisfaction levels across 10 countries—Brazil, Germany, India, Norway, Saudi Arabia, Singapore, South Korea, the United Arab Emirates (UAE), the United Kingdom and the United States.

The research shows that digital is back with a bang—it is high on the agenda of governments. Countries that performed well have a strong digital government strategy, and are actively investing in key information and communications technology (ICT) assets and leveraging the power of emerging technologies. However, efficient implementation of digital services does not necessarily lead to a higher citizen satisfaction. There is still work to be done.

Read the report for insights into each country’s digital journey, rising citizen expectations and how leaders—Singapore, Norway and the UAE—are leveraging digital technologies to enhance service delivery quality, increase citizen engagement and satisfaction, and improve public sector productivity.

Background

Our research takes a 360-degree view of the digital government by combining the following three components:

  • Citizen Satisfaction Survey: Assesses the overall satisfaction levels of 5,000 citizens across 10 countries—capturing citizens’ opinions about the governments’ role in providing excellence in services.

  • Citizen Service Experience: Evaluates the current implementation levels of digital services and overall experiences of citizens in terms of usage.

  • Digital Maturity: Looks at digital strategies of governments and provides the overall context to a country’s digital government strategy and programs, tools to deliver public services and the journey toward digital excellence.

The 10 countries are then categorized as:

  • Cutters: Economies aiming to reduce government expenditure to balance the budget; their focus on digital programs is primarily to drive cost efficiencies

  • Builders: Economies focusing on establishing the core infrastructure, digitalizing key public services and enabling access to large, sometimes remote, populations

  • Enhancers: Economies continuing to invest on enhancing the maturity of digital public services on the back of a strong economy and digitally engaged population

Analysis

Based on our evaluation of the 10 countries, Singapore emerged as the overall leader followed by Norway and the UAE. While South Korea, Saudi Arabia, the US and the UK formed the middle pack, India, Germany and Brazil ranked among the bottom three in the group.

When assessed specifically on the country categories, we found the following key trends:

  • Cutters: The UK and US have well-developed infrastructures, and are ahead of other countries in terms of Service Maturity. However, they lag behind in the availability of online services and citizen participation and engagement. These countries’ focus on cost cutting is perceived by their citizens as being government centered instead of citizen centered.

  • Builders: The UAE (leader in this category), Saudi Arabia, India and Brazil are focusing on developing a more progressive public sector with an emphasis on ICT development. 

However, they should continue to build on their ICT and education infrastructure.These countries could leverage digital creatively to leapfrog the adoption curve and make quality public services available to all.

  • Enhancers: Germany, Norway, Singapore and South Korea have performed relatively better than the countries in other categories across most dimensions. Their robust economies, well-developed ICT infrastructure and informed societies have contributed to building digital governments that drive citizen satisfaction, economic competitiveness and efficiencies in the public sector.

Norway and Singapore lead in the provision of digital government service, while Germany and South Korea need to invest more time and resources into increasing citizen satisfaction and engagement.

Get insights into the findings from the digital government research report.

Recommendations

The research throws light on strategies and actions that countries can implement to rapidly progress on their digital government journey:

  • Cutters: Move toward “digital by default” by promoting digital as the preferred access mode for citizens across all major services and making significant efforts toward digital inclusion and literacy; maintain a push toward productivity and high levels of digitalization while driving significant innovation in government

  • Builders: Encourage mass adoption by offering a wide range of public services through digital channels, and driving digital adoption, literacy and inclusion; create trust-based relationships with citizens and businesses through greater transparency and accountability by setting up a foundational infrastructure for key digital services

  • Enhancers: Establish an open and networked government to ensure transparency, public participation and collaboration; develop a digital society where all stakeholders use digital technologies pervasively.

DOWNLOAD THE FULL REPORT [PDF, 6 MB]

Infographic

High on the agenda of governments, Digital Government is enabling them to radically transform complex bureaucracies to become more agile, citizen-centric, efficient and innovative.

For more information, please download the full report Digital Government: Pathways to Delivering Public Services for the Future.

DOWNLOAD THE FULL INFOGRAPHIC [PDF, 2 MB]