The document summarizes the results of a survey of over 6,000 citizens across 6 countries regarding their views and preferences for public services. Some of the key findings include: - Citizens see government as equally or more qualified than the private sector to deliver artificial intelligence and would use AI chatbots to access services. - Citizens want to provide feedback and participate in committees to improve services through an agile approach using AI. - Citizens are more concerned about cybercrime than physical crime and want government to use AI to increase security and prevent hacking of important services and data.

1. WHATDO
CITIZENS
WANT?10 KEY INSIGHTS FOR
PUBLIC SERVICE IN THE UK
Results from Part 2 of the 2018
Accenture Public Service Citizen Survey

2. How do citizens
around the
world think
and feel about
public service?
WE ASKED MORE THAN 6,000 CITIZENS IN
SIX COUNTRIES FOR THEIR OPINIONS ON
MORE THAN 50 PUBLIC SERVICE TOPICS.
10 KEY
RECOMMENDATIONS
EMERGED
FRANCE
SINGAPORE
AUSTRALIA
UNITED
KINGDOM
GERMANY
UNITED
STATES

3. EVEN MORE CITIZENS IN CERTAIN SEGMENTS AGREE THAT GOVERNMENT
IS AT LEAST AS QUALIFIED AS THE PRIVATE SECTOR TO DELIVER AI:
65% 69%
CITIZENS AGED
65+
68%
CITIZENS WHO WORK
IN THE PUBLIC SECTOR
STUDENTS
of citizens see government as
equally or more qualified than
the private sector to deliver AI
enabled technologies and call
out human services agencies
as equally or more innovative
than private providers
62CITIZENS BELIEVE
GOVERNMENT IS AS
QUALIFIED AS THE
PRIVATE SECTOR IN
DELIVERING
ARTIFICIAL
INTELLIGENCE (AI)
%
Percentages are for citizens surveyed in the United Kingdom. N=6,098 including
United Kingdom (n=1,016), United States (n=1,042), Australia (n=1,011), Singapore
(n=1,015), France (n=1,008) and Germany (n=1,006).
Current students & students attending within past/next 12 months (n=315),
Citizens aged 25-34 (n=178) and 65+ (n=194), Citizens who work in the
public sector (n=262), Citizens living in urban areas of 50,000+ (n=692)

4. of citizens are more comfortable
using AI today vs. 12 months ago,
and would use an AI chatbot to
access public services
>44%
SOME SEGMENTS ARE EVEN MORE COMFORTABLE WITH AI
TODAY VS. 12 MONTHS AGO, INCLUDING:
81% 75%
CITIZENS AGED
25-34
71%
CITIZENS WHO WORK
IN THE PUBLIC SECTOR
STUDENTS
59%
CITIZENS LIVING
IN URBAN AREAS
CITIZENS
WANT
GOVERNMENT
TO USE AI TO
CONNECT
WITH THEM
Percentages are for citizens surveyed in the United Kingdom. N=6,098 including
United Kingdom (n=1,016), United States (n=1,042), Australia (n=1,011), Singapore
(n=1,015), France (n=1,008) and Germany (n=1,006).
Current students & students attending within past/next 12 months (n=315),
Citizens aged 25-34 (n=178) and 65+ (n=194), Citizens who work in the
public sector (n=262), Citizens living in urban areas of 50,000+ (n=692)

5. of citizens would participate in a team to
improve services and would share
feedback to enable an agile approach
for the rapid release of new services
44%CITIZENS
WANT TO JOIN
A COMMITTEE
AND SUPPORT
THE USE OF AI
TO IMPROVE
PUBLIC
SERVICES
EVEN MORE CITIZENS AMONG CERTAIN SEGMENTS
WOULD HELP BY JOINING A COMMITTEE:
77% 74%
CITIZENS AGED
25-34
69%
CITIZENS WHO WORK
IN THE PUBLIC SECTOR
STUDENTS
of citizens favour the use of AI in protecting data,
reducing fraud, and delivering better services in
pensions & benefits, human services, and public
safety agencies as well as higher education
>50%
Percentages are for citizens surveyed in the United Kingdom. N=6,098 including
United Kingdom (n=1,016), United States (n=1,042), Australia (n=1,011), Singapore
(n=1,015), France (n=1,008) and Germany (n=1,006).
Current students & students attending within past/next 12 months (n=315),
Citizens aged 25-34 (n=178) and 65+ (n=194), Citizens who work in the
public sector (n=262), Citizens living in urban areas of 50,000+ (n=692)

6. 1IN3citizens call personalised public services
a top priority and consider their pensions
and benefits agency effective in using AI
to better personalise services
CITIZENS WANT
TO SHARE MORE
DATA FOR
INCREASED
PERSONALISATION
AND GREATER
BENEFITS of citizens would share biometric data
(such as fingerprints) with government
to get more personalised services
77%
MORE CITIZENS IN SOME SEGMENTS VIEW PENSIONS AND
BENEFITS AGENCIES AS EFFECTIVE IN USING AI TO BETTER
PERSONALISE SERVICES:
68% 56%
CITIZENS WHO WORK IN
THE PUBLIC SECTOR
STUDENTS
Percentages are for citizens surveyed in the United Kingdom. N=6,098 including
United Kingdom (n=1,016), United States (n=1,042), Australia (n=1,011), Singapore
(n=1,015), France (n=1,008) and Germany (n=1,006).
65%
CITIZENS AGED
25-34
Current students & students attending within past/next 12 months (n=315),
Citizens aged 25-34 (n=178) and 65+ (n=194), Citizens who work in the
public sector (n=262), Citizens living in urban areas of 50,000+ (n=692)

7. 76%of citizens think that all
government agencies should
prioritise protecting citizen data
and national infrastructure
CITIZENS WANT
SECURITY
EMBEDDED IN
PUBLIC SERVICES
CITIZENS WITHIN KEY SEGMENTS AGREE WITH THE OVERALL
POPULATION ON EMBEDDING SECURITY IN PUBLIC SERVICES:
78% 79%
CITIZENS WHO WORK
IN THE PUBLIC SECTOR
76%
CITIZENS LIVING
IN URBAN AREAS
STUDENTS
Percentages are for citizens surveyed in the United Kingdom. N=6,098 including
United Kingdom (n=1,016), United States (n=1,042), Australia (n=1,011), Singapore
(n=1,015), France (n=1,008) and Germany (n=1,006).
Current students & students attending within past/next 12 months (n=315),
Citizens aged 25-34 (n=178) and 65+ (n=194), Citizens who work in the
public sector (n=262), Citizens living in urban areas of 50,000+ (n=692)

8. of citizens say that their concerns
about cybercrime outweigh their
concerns about physical crime
CITIZENS ARE MORE
CONCERNED ABOUT
CYBERCRIME THAN
PHYSICAL CRIME
48%
6IN10citizens believe government
and pensions or benefits
agencies, specifically, should
use AI to prevent hacking
FOR SOME SEGMENTS, CYBERCRIME IS EVEN MORE
CONCERNING VS. PHYSICAL CRIME:
72% 61%
CITIZENS LIVING
IN URBAN AREAS
STUDENTS
Percentages are for citizens surveyed in the United Kingdom. N=6,098 including
United Kingdom (n=1,016), United States (n=1,042), Australia (n=1,011), Singapore
(n=1,015), France (n=1,008) and Germany (n=1,006).
67%
CITIZENS AGED
25-34
Current students & students attending within past/next 12 months (n=315),
Citizens aged 25-34 (n=178) and 65+ (n=194), Citizens who work in the
public sector (n=262), Citizens living in urban areas of 50,000+ (n=692)

9. of citizens would make more
international purchases online
and would contribute more to
nonprofits if they believed they
were safe from cybercrime
>50%CITIZENS WANT
TO BUY AND
DONATE MORE
BUT NEED TO
FEEL SAFE FROM
CYBERCRIME
TO DO SO
SOME SEGMENTS WOULD BE EVEN MORE LIKELY
TO BUY AND DONATE MORE IF THEY FELT SAFE
FROM CYBERCRIME:
>82% >78%
CITIZENS AGED
25-34
>71%
CITIZENS WHO WORK
IN THE PUBLIC SECTOR
STUDENTS
Percentages are for citizens surveyed in the United Kingdom. N=6,098 including
United Kingdom (n=1,016), United States (n=1,042), Australia (n=1,011), Singapore
(n=1,015), France (n=1,008) and Germany (n=1,006).
Current students & students attending within past/next 12 months (n=315),
Citizens aged 25-34 (n=178) and 65+ (n=194), Citizens who work in the
public sector (n=262), Citizens living in urban areas of 50,000+ (n=692)

10. All percentages are for all citizens surveyed. N=6,098 including United States
(n=1,042), Australia (n=1,011), United Kingdom (n=1,016), Singapore (n=1,015),
France (n=1,008) and Germany (n=1,006).
Current students & students attending within past/next 12 months
(n=1,890), Citizens aged 25-34 (n=1,490), Citizens who work in public
sector (n=1,525), Citizens living in metro areas of 50,000+ (n=4,391)
>60of citizens consider the police
a “trusted and respected”
profession
39of citizens would consider
joining the police force
CITIZENS
VALUE AND
SUPPORT LAW
ENFORCEMENT
66% 69%
CITIZENS AGED
25-34
58%
CITIZENS WHO WORK
IN THE PUBLIC SECTOR
STUDENTS
AMONG CERTAIN SEGMENTS, THE WILLINGNESS TO
CONSIDER JOINING THE POLICE FORCE IS EVEN HIGHER:
%
%
Percentages are for citizens surveyed in the United Kingdom. N=6,098 including
United Kingdom (n=1,016), United States (n=1,042), Australia (n=1,011), Singapore
(n=1,015), France (n=1,008) and Germany (n=1,006).
Current students & students attending within past/next 12 months (n=315),
Citizens aged 25-34 (n=178) and 65+ (n=194), Citizens who work in the
public sector (n=262), Citizens living in urban areas of 50,000+ (n=692)

11. of citizens want border protection
agencies to partner with companies
(e.g. airlines) to streamline
immigration checks
CITIZENS
WANT BORDER
PROTECTION
AGENCIES TO
IMPROVE
THEIR TRAVEL
EXPERIENCE of citizens want border protection
agencies to provide insights around
international destinations
60%
SUPPORT FOR BORDER PROTECTION AGENCIES’ PARTNERING
WITH COMPANIES IS EVEN HIGHER AMONG CERTAIN
SEGMENTS OF CITIZENS, INCLUDING:
74% 74%
CITIZENS WHO WORK IN THE
PUBLIC SECTOR
STUDENTS
69%
Percentages are for citizens surveyed in the United Kingdom. N=6,098 including
United Kingdom (n=1,016), United States (n=1,042), Australia (n=1,011), Singapore
(n=1,015), France (n=1,008) and Germany (n=1,006).
75%
CITIZENS AGED 65+
Current students & students attending within past/next 12 months (n=315),
Citizens aged 25-34 (n=178) and 65+ (n=194), Citizens who work in the
public sector (n=262), Citizens living in urban areas of 50,000+ (n=692)

12. of citizens sell goods and services to other
citizens using digital economy applications
74%CITIZENS WANT
MORE CERTAINTY
AROUND THE TAX
IMPLICATIONS OF
USING THE DIGITAL
ECONOMY
CITIZENS IN CERTAIN SEGMENTS ARE NOT AS CONCERNED.
SMALLER PROPORTIONS LACK CONFIDENCE THAT THEY PAY
THE APPROPRIATE TAXES WHEN THEY USE THE DIGITAL
ECONOMY TO SELL, INCLUDING:
23% 23%
CITIZENS AGED
25-34
26%
CITIZENS WHO WORK
IN THE PUBLIC SECTOR
STUDENTS
of citizens who sell goods and
services using the digital economy
are not confident they pay the
appropriate taxes
48%
Digital economy defined as web or mobile applications that enable citizens to connect in order to sell and buy products and services directly from each other
Percentages are for citizens surveyed in the United Kingdom. N=6,098 including
United Kingdom (n=1,016), United States (n=1,042), Australia (n=1,011), Singapore
(n=1,015), France (n=1,008) and Germany (n=1,006).
Current students & students attending within past/next 12 months (n=315),
Citizens aged 25-34 (n=178) and 65+ (n=194), Citizens who work in the
public sector (n=262), Citizens living in urban areas of 50,000+ (n=692)

13. 1
3
TO LEARN
MORE FROM
OUR EXPERTS,
CONNECT,
FOLLOW OR
CONTACT
PUBLIC ADMINISTRATION
MARK HOWARD
REVENUE
DAVID REGAN

14. 1
4
SOCIAL SERVICES
RAINER BINDER
PENSIONS
OWEN DAVIES
EDUCATION
JONATHAN FRY
NON-PROFIT
ELAINE TURVILLE
POSTAL
BRODY BUHLER

15. 1
5
JAMES SLESSOR
DEFENSE
ANTTI KOLEHMAINEN
PUBLIC SAFETY
MANAGEMENT CONSULTING
BERNARD LE MASSON
TECHNOLOGY CONSULTING
CARL WARD
BORDERS
JAMES CANHAM

16. 1
6
ABOUT
ABOUT THEACCENTURE
Accenture is a leading global professional
services company, providing a broad range of
services and solutions in strategy, consulting,
digital, technology and operations. Combining
unmatched experience and specialised skills
across more than 40 industries and all business
functions – underpinned by the world’s largest
delivery network – Accenture works at the
intersection of business and technology to help
clients improve their performance and create
sustainable value for their stakeholders. With
449,000 people serving clients in more than 120
countries, Accenture drives innovation to improve
the way the world works and lives.
For more fresh thinking and proven
solutions for a digital world, visit
Accenture Public Service: Experience that
counts, innovation that works and outcomes that
matter for citizens, workers and communities.
RESEARCH
Study results are based on a sample of more than
6,000 citizens aged 18 or older who completed
an online survey in May 2018, with the sample by
country as follows:
United States n=1,042 Singapore n=1,015
Australia n=1,011 France n=1,008
United Kingdom n=1,016 Germany n=1,006
Copyright © 2018 Accenture. All rights reserved.
Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
Results for the overall sample in this report are
statistically significant with a confidence level of 95%
and a margin of error of +/-1.3%. Results for each
country are statistically significant with a confidence
level of 95% and a margin of error of +/-3.1%.