What People Want: Accenture Public Service Citizen Survey - Wave 2

ACCENTURE PUBLIC SERVICE
GLOBAL CITIZEN SURVEY
WAVE 2
MAY 2017
WHAT
PEOPLE
WANT

WHAT DO
PEOPLE WANT
FROM DIGITAL
GOVERNMENT?
We asked thousands of citizens
across six countries: Australia,
France, Germany, Singapore,
UK and USA

3
We suggest a three part agenda for decision
makers in governments, public service agencies
and digital government program offices:
THREE
PART
AGENDA

4
Easy, comprehensive, personalized and safe. Look
for the best digital experiences from any sector.
This is what your citizens expect.
CREATE DELIGHTFUL
EXPERIENCES
01

5
These are incredibly important to your citizens
in what they perceive to be very uncertain times.
FOCUS ON CYBER SECURITY
AND TECHNOLOGY TO
SUPPORT PUBLIC SAFETY02

6
There is an overwhelming expectation for more
say by people.
DEVELOP STRATEGIES TO
LEVERAGE DIGITAL PLATFORMS
TO INVOLVE CITIZENS
03

7
ABOUT THE STUDY
The purpose of this
study is to assess
citizen opinions
about a variety
of digital
government
service issues
and topics.
Study results are based on a sample of more than 5,400 citizens aged
18 or older who completed an online survey in January-February 2017,
with the sample by country as follows:
Results for the full global sample in this report are statistically significant
with a confidence level of 95% and a margin of error of +/-1.4%.
Results for each country are statistically significant with a confidence
level of 95% and a margin of error of +/-3.1% except for Singapore
where the margin of error is +/-5.6%.
UNITED STATES
1,017
UNITED KINGDOM
1,015
AUSTRALIA
1,016
SINGAPORE
306
FRANCE
1,017
GERMANY
1,029

%
KEY FINDINGS
8
ALL VALUES EXPRESSED
AS A PERCENTAGE

CITIZENS TRUST
GOVERNMENT WITH
THEIR DATA IF THEY
SEE BENEFIT
9

17
21
17
20
15 13
16
31 31 33 33 32
29 27
52
48 50
47
53
58 57
Global US Australia UK Singapore Germany France
Disagree/Strongly Disagree Neutral Agree/Strongly Agree
GENERAL GOVERNMENT
About half of citizens are willing to share personal data with
a public agency if they knew they would benefit from better
public service delivery because of it.
I would be more willing to share
personal data with a public
agency if I knew that I would
benefit from better public service
delivery because of it.
Percentages are based on a 5-point scale where
1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree,
and 5=Strongly Agree
10

SOCIAL SERVICES
High percentages of citizens (from 54% in Germany to 72% in the UK)
want social services to share data with other agencies to build
360-degree user profiles and improve service.
Social services need to share
data and collaborate with other
services like health and
employment to build a 360-
degree profile of users and
provide integrated services.
1=Strongly Disagree, 2=Disagree, 3=Neutral,
4=Agree, and 5=Strongly Agree
9
6 7 5
16
8
25 25
22
28 30
23
66
69
72
67
54
69
Global Australia UK Singapore Germany France
11

DEFENSE
About half or more citizens are willing to share personal
data with defense and intelligence agencies to support
national security efforts.
How willing are you to
share personal data with
defence and intelligence
agencies to support
national security efforts?
1=Not at all Willing, 2=Unwilling, 3=Neutral,
4=Willing, and 5=Very Willing
18 17 16 18
11
25
18
30 30
33 31 31 29 28
51 53 52 51
58
46
54
Unwilling/Not at all Willing Neutral Willing/Very Willing
12

BORDERS
About 7 in 10 citizens or more agree that using biometrics to
verify the identity of everyone crossing international borders
would make countries more secure.
Using biometrics (e.g., scan of
fingerprint, palms, face, eyes) to
verify the identity of everyone
crossing the border would make
countries more secure.
9 10 8 9 7
10 12
21 21 22
19 18
24
19
70 70 70 72
75
67
70
13

BETTER DATA SECURITY
AND PRIVACY WILL
IMPROVE CITIZEN
CONFIDENCE AND TRUST
14

26
20 22
31
11
38
2625 23
27
23 24
28
23
49
56
52
46
65
34
52
PUBLIC SAFETY
Majorities in the US, Australia, Singapore and France say
concern about cybercrime limits their use of online services –
percentages are lower in the UK (46%) and Germany (34%).
Concern about cybercrime
limits my use of online or
digital services.
Percentages are based on a 5-point scale
where 1=Strongly Disagree, 2=Disagree,
3=Neutral, 4=Agree, and 5=Strongly Agree.
15

14
11
14 12
8
22
15
25
21
24 26
22
30
24
61
68
62 62
70
48
60
REVENUE
More than 6 in 10 citizens are concerned about identity theft and
phishing when using the digital services of their tax authority –
except in Germany, where 48% are concerned.
I am concerned about identity
theft and phishing when using
the digital services of my
tax authority.
16

There should be limitations around
how state and local health and
human services agencies share
my personal information.
U.S. HEALTH AND HUMAN SERVICES
In the US, 8 in 10 citizens think there should be limitations on
how state and local health and human services agencies share
personal information.
5%
12%
81%
2%
US
Disagree/Strongly Disagree Neutral Agree/Strongly Agree N/A
17
*Only asked in the US

I am confident that health and
human services organizations in
my state only share my data in
order to provide me better services.
U.S. HEALTH AND HUMAN SERVICES
In the US, less than half of citizens are confident that health and
human services organizations only share their data in order to
provide better services.
23%
33%
41%
2%
US
18

PERSONALIZATION
WILL IMPROVE CITIZEN
SATISFACTION AND
ENGAGEMENT
19

GENERAL GOVERNMENT
Citizens are open to using advanced analytics for personalized services
to improve interactions with government agencies during important
moments in life – only about 1 in 10 oppose the idea.
To what extent do you
support the use of advanced
analytics to provide citizens
with personalized services
to improve the interactions
with government agencies
during important moments
in life?
1=Strongly Oppose, 2=Oppose, 3=Neutral,
4=Support, and 5=Strongly Support
10 11
6
11
4
12 13
40 42
38 40
34
46
37
50
47
56
49
61
43
50
Oppose/Strongly Oppose Neutral Support/Strongly Support
20

7 5 7 7
10 8
30 30 29
33 31
28
63 65 64
60 60
64
SOCIAL SERVICES
In Australia, the UK, Singapore, Germany and France, almost
2 in 3 citizens want social services agencies to start
proactively using data to create more personalized services.
Social services agencies need to
stop being reactive and start
proactively using data to create
more personalized services.
21

Would you like the organization
responsible for your pension or
retirement benefits to send
notifications/alerts to your mobile
device regarding your retirement?
U.S. PENSIONS
In the US, half of citizens would like the organization
responsible for their pension or retirement benefits to
send notifications/alerts to their mobile device.
49% 51%
US
No Yes
22

NON-PROFIT
High percentages of citizens (from 47% in Germany to 69% in the US)
value a personalized experience when interacting with
an organization they volunteer with or donate to.
It is important to have a
personalized experience when
interacting with an organization
that I’m volunteering with or
donating to.
9 8 10 8
5
13
8
24
19
24 22
25
28 26
60
69
60 62
67
47
59
7
4 6 7
3
12
7
23

NON-PROFIT
Moderate percentages of citizens (from 34% in Germany to
56% in Singapore) would donate more money or volunteer more
time to a non-profit that offered a personalized experience.
I would be willing to donate
more money or volunteer more
time to a nonprofit that offered
me a personalized experience.
4=Agree, and 5=Strongly Agree.
19
15 17 19
9
26
19
31
28
32 31 33 31 31
45
55
44 43
56
34
45
6
3
7 7
2
9
5
24

CITIZENS SEE VALUE FROM
DIGITAL INNOVATION AND
EMERGING TECHNOLOGY,
BUT DON’T SEE SUFFICIENT
INNOVATION CURRENTLY
25

24 23
29 27
14
25
22
28
25
30
27 28 29
26
48
51
41
46
57
46
52
Uninterested/Not at all Interested Neutral Interested/Very Interested
GENERAL GOVERNMENT
Significant percentages of citizens (from 41% in Australia to
57% in Singapore) are interested in taking advice from a virtual
assistant regarding public services available to them
How interested would you be in
taking advice from a virtual
assistant (such as a computer-
generated character that answers
your questions anytime,
anywhere) regarding public
services available to you?
where 1=Not at all Interested, 2=Uninterested,
3=Neutral, 4=Interested, and 5=Very Interested
26

GENERAL GOVERNMENT
High percentages of citizens (from 53% in Germany to 72% in Singapore)
would accept biometrics as a viable way to verify their identity for access
to government benefits or services.
I would accept biometrics
(e.g., scan of fingerprints,
palms, face, eyes) as a
viable way to verify my
identity for access to
government benefits
or services.
1=Strongly Oppose, 2=Oppose, 3=Neutral,
4=Support, and 5=Strongly Support
14 12 11 13
7
21
15
24 24 24
19
22
26 25
62 64 65 67
72
53
60
27

6 7
4 6 6 7 6
23 21
25 23 21
25
22
71 72 70 71 73
67
72
GENERAL GOVERNMENT
About 7 in 10 citizens believe that public agencies could provide
a better customer experience by using the latest technologies
Public agencies could provide
a better customer experience
for citizens by using the latest
technologies.
3=Neutral, 4=Agree, and 5=Strongly Agree
28

26 26
32 30
17
22 22
30 28
31 30 32 32
27
45 46
38 40
51
46
51
Uninterested/Not at all Interested Neutral Interested/Very Interested
REVENUE
Significant percentages of citizens (from 38% in Australia to 51% in
Singapore and France) are interested in taking advice from a virtual
assistant regarding tax services.
Thinking of your interactions
with your tax authority: How
interested would you be in
taking advice from a virtual
assistant (i.e., a computer-
generated character that
answers your questions
anytime, anywhere) regarding
services available to you?
1=Not at all Interested, 2=Uninterested, 3=Neutral,
4=Interested, and 5=Very Interested
29

26
24 25
13
33
24
44
47 48
40 40
42
31
29
27
47
28
34
SOCIAL SERVICES
In Australia, the UK, Germany, and France, only about 1 in 3 citizens
see sufficient automation/digitalization investment from social
services agencies – in Singapore, about half have this view.
Social services agencies are
investing sufficiently in the
increased automation and
digitalization necessary to
improve the productivity and
ability of their workforces to
respond to new challenges.
30

5 4 4 4 6 5
26 24 23
20
33
25
69
72 73
76
60
70
SOCIAL SERVICES
A strong majority of citizens (from 60% in Germany to 76% in
Singapore) agree that social services agencies must enable their
workforces to be more innovative.
Because customer needs are
changing, technology is
advancing, and budgets are
tight, social services agencies
must enable their workforces to
be more innovative to improve
the service they provide.
3=Neutral, 4=Agree, and 5=Strongly Agree
31

4 4 2 5 3 4 5
14 13 12 13 15 16 15
75
80 79
73
79
71 74
7 4 7 9
2
9 7
Unimportant/Not at all Important Neutral Important/Very Important N/A
EDUCATION
More than 7 in 10 citizens consider a higher education
institution’s use of the latest innovative technologies important
when deciding which higher education institution to attend.
When deciding which higher
education institution to
attend, how important is it
that the institution use the
latest innovative
technologies?
where 1=Not at all Important, 2=Unimportant,
3=Neutral, 4=Important, and 5=Very Important.
32

EDUCATION
Less than half of citizens believe higher education
institutions are embracing innovation as quickly as
businesses in the private sector.
Higher education institutions
are not embracing innovation
as quickly as businesses in
the private sector.
4=Agree, and 5=Strongly Agree.
15
18 17 16
13
9
18
43
38
44 43
40
46
4242
44
39
41
46 45
40
33

21
30
22 24
16
23
10
30 28
31 30 30 32
28
49
42
46 46
54
45
63
CITIES
Significant percentages of citizens (from 42% in the US
to 63% in France) would use self-driving public transport
if it were available.
I would use self-driving public
transport if it were available in
my city.
34

12
15 17
14
11
8 9
26 25
31
26
30
23 21
62 60
52
60 59
69 70
CITIES
A majority in Australia (52%) and strong majorities elsewhere
(59%-70%) would rather have city government invest in low carbon
public transportation than reduce public transportation costs.
Instead of reducing the cost of
public transportation services, city
government should invest in low
carbon public transportation that
could reduce air pollution, noise
pollution, and emissions.
35

PUBLIC SAFETY
Moderate to high percentages of citizens (from 47% in France
to 77% in Singapore) think digital technology would make it
easier to provide feedback on local police force service.
Digital technology would
make it easier for me to
provide feedback on the
service provided by my
local police force.
10 8 6 8
4
14 13
32
28
32
27
20
36 39
59
63 62 65
77
50 47
36

POSTAL SERVICES
Strong majorities of citizens (from 58% in the UK to 79% in Singapore)
are happy to have an autonomous vehicle such as a drone deliver their
parcels if it is faster and/or cheaper.
I’m happy to have an
autonomous vehicle (drone
or road robot) deliver my
parcels at home if it is faster
and/or cheaper.
37 37 38
42
21
36 34
64 63 62
58
79
64 66
No Yes
37

CITIZENS VOICE INTEREST
IN BEING INVOLVED,
INFORMED, AND WORKING
FOR THE PUBLIC GOOD
38

6 6 5 5 6 7 6
26
23
26 24
27
31
24
69 71 69 70 68
63
70
CITIES
Effectively 2 in 3 citizens or more would like to
decide/vote on which public transportation initiatives
their city government undertakes.
I would like to decide/vote on
which public transportation
initiatives my city government
undertakes.
39

12 11 13 15
5
16
9
28
24
31 29
23
32
26
60
65
56 55
73
52
66
Unimportant/Not at all Important Neutral Important/Very Important
PUBLIC ADMINISTRATION
For a majority of citizens – and strong majorities in the US,
Singapore, and France – it is important to be able to access public
information on government budgeting and spending.
How important is it for you to be
able to access public information
on government budgeting and
spending?
where 1=Not at all Important, 2=Unimportant,
3=Neutral, 4=Important, and 5=Very Important.
40

26
23
26 26
12
33
28
31 30
34 33
38
31
28
42
47
40 41
50
36
45
Unlikely/Not at all Likely Neutral Likely/Very Likely
Significant percentages of citizens (from 36% in Germany to 50%
in Singapore) express willingness to work in the public sector.
How likely are you to choose to
work in the public sector?
1=Not at all Likely, 2=Unlikely, 3=Neutral,
4=Likely, and 5=Very Likely
41

DEFENSE
Moderate to high percentages of citizens (from 43% in Germany
to 63% in Singapore) are willing to work for their national
defense organization in some capacity.
To what extent would you be
willing to work for your national
defense organization in any
capacity (e.g., front line, back
office, etc.)?
19
15 17
21
5
26
19
32 32
35
31 32 31 29
49
53
48 48
63
43
53
42

DEFENSE
High percentages of citizens (from 52% in Australia to 69%
in Singapore) are willing to undertake service of some kind
to support national security efforts.
How willing are you to undertake
service (of some kind) to support
national security efforts?
10 8
11
14
4
11 9
32 33
37
33
27
32
28
58 59
52 53
69
58
63
43

45
APPENDIX:
SAMPLE DETAIL BY COUNTRY
GLOBAL US AUSTRALIA UK SINGAPORE GERMANY FRANCE
Count % Count % Count % Count % Count % Count % Count %
TOTAL
POPULATION
5400 100% 1017 100% 1016 100% 1015 100% 306 100% 1029 100% 1017 100%
GENDER
MALE 2638 49% 481 47% 481 47% 493 49% 170 56% 509 49% 504 50%
FEMALE 2762 51% 536 53% 535 53% 522 51% 136 44% 520 51% 513 50%
AGE
18-34 YEARS 1615 30% 316 31% 315 31% 315 31% 107 35% 264 26% 298 29%
35-44 YEARS 1097 20% 229 23% 187 18% 198 20% 94 31% 178 17% 211 21%
45-64 YEARS 2171 40% 366 36% 390 38% 404 40% 92 30% 514 50% 405 40%
65 YEARS
OR OLDER
517 10% 106 10% 124 12% 98 10% 13 4% 73 7% 103 10%

david.regan@accenture.com
@David_M_Regan
https://ie.linkedin.com/in/davidreganaccenture
DAVID REGANSIMON GILES
Simon.w.giles@accenture.com
@Peakflow
https://uk.linkedin.com/in/simongilescities
46
MEET OUR SUBJECT MATTER EXPERTS
bernard.le.masson@accenture.com
@BernardleMasson
https://fr.linkedin.com/in/bernardlemasson/en
BERNARD LE MASSON
GOVERNMENT CONSULTING
MARK HOWARD
Mark.h.howard@accenture.com
@markhoward_CO
https://www.linkedin.com/in/markhowardco
CITIES REVENUE

owen.b.davies@accenture.com
@OwenBDavies
https://www.linkedin.com/in/owenbdavies
OWEN DAVIES
robert.j.friess@accenture.com
@rjfriess
https://www.linkedin.com/in/robert-friess-02037216
ROB FRIESSRAINER BINDER
rainer.binder@accenture.com
@Binderra
https://de.linkedin.com/in/rainer-binder/en
47
PENSIONS HEALTH & HUMAN SERVICES
SOCIAL SERVICES EDUCATION
RYAN OAKES
ryan.m.oakes@accenture.com
@ryanmoakes
https://www.linkedin.com/in/ryan-oakes-3b5a916

48
elaine.k.turville@accenturefederal.com
@ElaineKTurville
https://www.linkedin.com/in/elainekturville
ELAINE TURVILLE
NON-PROFIT POSTAL SERVICES
PUBLIC SAFETY BORDERS
robert.b.buhler@accenture.com
@brodybuhler
https://www.linkedin.com/in/brodybuhler
BRODY BUHLER
james.w.slessor@accenture.com
@slessor_james
https://uk.linkedin.com/in/jslessor
JAMES SLESSOR
james.canham@accenture.com
@JimCanham
https://uk.linkedin.com/in/jamescanham
JAMES CANHAM

49
antti.kolehmainen@accenture.com
@AnttiKol
https://fi.linkedin.com/in/antti-kolehmainen-14a3042
ANTTI KOLEHMAINEN
DEFENSE

50
ABOUT ACCENTURE
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 specialized 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 approximately 401,000 people serving clients in more than 120 countries,
Accenture drives innovation to improve the way the world works and lives.
Visit us at www.accenture.com

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