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2020 global savings
$
Billion
DIGITAL SERVICES ARE MORE EFFICIENT
and save taxpayers money
$
Asia Americas Europe
$
$
Education Welfare Immigration Employment Health Care
£.-.
Billion savings a year
The UK is going digital by default
Savings Per Citizen
$.
Billion
20
12 global savin
gs
$
%
will use smartphones
(up from 70%)
%
will use tablets
(up from 42%)
%
will use smart TVs
(up from 23%)
GOVERNMENTS CAN CAPITALIZE
by acting on three insights
1
Design content to work across multiple devices and platforms.
User patterns are evolving. In three years:
SATISFACTION IS IMPROVING BUT STILL
HAS A LONG WAY TO GO
The average percentage of satisfied users:
1 in 10 transactions
was done online

1 in 3 transactions
will be done online

%
US
%
Saudi Arabia
%
Indonesia
%
Denmark
%
Malaysia
%
Russia
%
UK
%
Australia
%
France
%
UAE
%
Netherlands
66%
of citizens have
encountered a problem
using digital services
%
want easier-to-
use websites
%
want greater reassurance
that their data is private
Focus on ease of use and trust
2
Focus on what is most important—
citizens want better digital services in:
3
Almost 95% of the respondents
in our survey have used one or
more digital government services
Of citizens in
developed
countries use
digital government
services more
than once a week
%
Of citizens in
developing
countries use
digital government
services more
than once a week
%
%
CITIZENS ARE TAKING ADVANTAGE
of digital government services
GOVERNMENTS
ARE GOING DIGITAL
CITIZENS LOVE IT
Read BCG’s latest insights, analysis, and viewpoints at bcgperspectives.com
© The Boston Consulting Group, Inc. 2014. All rights reserved.
To find the latest BCG content and register to receive e-alerts on this topic or others,
please visit bcgperspectives.com. Please direct questions to socialmedia@bcg.com.

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Governments Are Going Digital

  • 1. 2020 global savings $ Billion DIGITAL SERVICES ARE MORE EFFICIENT and save taxpayers money $ Asia Americas Europe $ $ Education Welfare Immigration Employment Health Care £.-. Billion savings a year The UK is going digital by default Savings Per Citizen $. Billion 20 12 global savin gs $ % will use smartphones (up from 70%) % will use tablets (up from 42%) % will use smart TVs (up from 23%) GOVERNMENTS CAN CAPITALIZE by acting on three insights 1 Design content to work across multiple devices and platforms. User patterns are evolving. In three years: SATISFACTION IS IMPROVING BUT STILL HAS A LONG WAY TO GO The average percentage of satisfied users: 1 in 10 transactions was done online  1 in 3 transactions will be done online  % US % Saudi Arabia % Indonesia % Denmark % Malaysia % Russia % UK % Australia % France % UAE % Netherlands 66% of citizens have encountered a problem using digital services % want easier-to- use websites % want greater reassurance that their data is private Focus on ease of use and trust 2 Focus on what is most important— citizens want better digital services in: 3 Almost 95% of the respondents in our survey have used one or more digital government services Of citizens in developed countries use digital government services more than once a week % Of citizens in developing countries use digital government services more than once a week % % CITIZENS ARE TAKING ADVANTAGE of digital government services GOVERNMENTS ARE GOING DIGITAL CITIZENS LOVE IT Read BCG’s latest insights, analysis, and viewpoints at bcgperspectives.com © The Boston Consulting Group, Inc. 2014. All rights reserved. To find the latest BCG content and register to receive e-alerts on this topic or others, please visit bcgperspectives.com. Please direct questions to socialmedia@bcg.com.