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ACCENTURE PUBLIC SERVICE
GLOBAL CITIZEN SURVEY
WAVE 3 (BRITISH ENGLISH)
JULY 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, personalised 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 +/-1.3%.
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 +/-3.2%.
UNITED STATES
1,014
UNITED KINGDOM
1,019
AUSTRALIA
1,014
SINGAPORE
997
FRANCE
1,005
GERMANY
1,004
%
KEY FINDINGS
8
ALL VALUES EXPRESSED
AS A PERCENTAGE
DATA SECURITY AND
PRIVACY MUST BE A
GOVERNMENT
PRIORITY.
9
5 8 5 5 3 3 5
17 15
20 17 14 17 16
78 77 75 78
82 80 79
Global US Australia UK Singapore Germany France
Disagree/Strongly Disagree Neutral Agree/Strongly Agree
SECURITY
78% want government to do more to keep personal data more
private and secure.
Government agencies must do
more to keep the personal data I
share with them private and
secure.
Percentages are based on a 5-point scale where
1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree,
and 5=Strongly Agree
10
POSTAL SERVICES
76% want their national postal operator to get involved in
protecting against identity theft and making online purchases
more secure.
Do you think your national
postal operator should get
involved in protecting you from
identity theft and making all
your online purchases more
secure?
24
32
24 25
14
24 24
76
68
76 75
86
76 76
Global US Australia UK Singapore Germany France
No Yes
11
EDUCATION
About half (45%-53%) think it is acceptable for higher education
institutions to use personal data gathered from students if it
supports student success and an improved student experience.
It is acceptable for higher education
institutions to use personal data
gathered from students if it supports
student success and an improved
student experience.
Percentages are based on a 5-point scale where
1=Strongly Disagree, 2=Disagree, 3=Neutral,
4=Agree, and 5=Strongly Agree
17 18 16 16 16 14
21
35
30
36 36
32
42
34
48
52
47 49
53
45 45
Global US Australia UK Singapore Germany France
Disagree/Strongly Disagree Neutral Agree/Strongly Agree
12
HEALTH AND HUMAN SERVICES
7 in 10 US citizens think their data may be more vulnerable to identity
theft or hackers when health and human services agencies share it
across agencies, and 6 in 10 think those agencies may misuse their
data when sharing it.
I am concerned that my data
may be more vulnerable to
identity theft or hackers when
health and human services
agencies share it across
agencies.
Percentages are based on a 5-point scale where
1=Strongly Disagree, 2=Disagree, 3=Neutral,
4=Agree, and 5=Strongly Agree
8
20
70
2
US
Disagree/Strongly Disagree Neutral Agree/Strongly Agree N/A
13
*Only asked in the US
PENSIONS
Just over half of US citizens (52%) feel that their financial and health
data used by Social Security or their public retirement agency are
secure.
Do you feel that your financial
and health data used by Social
Security or your public
retirement agency are secure?
48
52
US
No Yes
14
*Only asked in the US
BORDERS
Among all citizens surveyed, about 4 in 10 support border agencies
sharing their information with other government agencies, even if the
data can be properly encrypted for security.
I would be supportive of border
agencies sharing my information
with other government agencies
in my country or other countries
if the data can be properly
encrypted for security.
Percentages are based on a 5-point scale where
1=Strongly Disagree, 2=Disagree, 3=Neutral,
4=Agree, and 5=Strongly Agree
18
23
19
16 16
24
11
39 38 39
42
39 37
4142
39
42 42
45
38
48
Global US Australia UK Singapore Germany France
Disagree/Strongly Disagree Neutral Agree/Strongly Agree
15
TRUST IN LOCAL POLICE IS
STRONG, BUT TRUST IN
GOVERNMENT BUDGETING
IS WEAK.
16
12
17
11 13
7
14 12
29 28 28 30
27
30 30
59
56
62
57
66
56
59
Global US Australia UK Singapore Germany France
Disagree/Strongly Disagree Neutral Agree/Strongly Agree
PUBLIC SAFETY
Among all citizens surveyed, about 6 in 10 (59%) trust their local
police force.
I trust my local police force.
Percentages are based on a 5-point scale where
1=Strongly Disagree, 2=Disagree, 3=Neutral,
4=Agree, and 5=Strongly Agree
17
PUBLIC ADMIN/REGULATORY
For strong majorities of citizens (54%-66%), easier access to
government budgeting and spending would increase their
trust in government.
Easier access to public
information on government
budgeting and spending
would increase my trust in
government.
Percentages are based on a 5-point scale where
1=Not at all Willing, 2=Unwilling, 3=Neutral,
4=Willing, and 5=Very Willing
9
12 10 9
6
11 9
32 30
34
37
28
35
27
59 58 56 54
66
54
65
Global US Australia UK Singapore Germany France
Unwilling/Not at all Willing Neutral Willing/Very Willing
18
29 27
31
36
12
35
30
38
34
40 41
37
44
3433
38
29
23
51
22
37
Global US Australia UK Singapore Germany France
Unconfident/Not at all Confident Neutral Confident/Very Confident
CONSULTING
Only 1 in 3 trust that local government is budgeting to address
top local priorities.
How confident are you that
your local government is
properly budgeting to address
the city's most important
priorities?
Percentages are based on a 5-point scale
where 1=Not at all Confident, 2=Unconfident,
3=Neutral, 4=Confident, and 5=Very Confident.
19
GOVERNMENT TECHNOLOGY
INNOVATION CAN INCREASE
CITIZEN ENGAGEMENT.
20
My interest in working for
government agencies
would increase if they were
more innovative in using
emerging technologies like
artificial intelligence,
biometrics, and advanced
analytics.
PUBLIC ADMIN/REGULATORY
More innovative use of emerging technologies would make about
half of all citizens surveyed (47%) more interested in working for
government.
21
Percentages are based on a 5-point scale where
1=Strongly Disagree, 2=Disagree, 3=Neutral,
4=Agree, and 5=Strongly Agree
15
19
16 18
9
16
13
38
33
43 42
33
42
36
47 49
41 39
58
42
51
Global US Australia UK Singapore Germany France
Disagree/Strongly Disagree Neutral Agree/Strongly Agree
Would you join or participate in
online webinars proposed by your
tax authority to explain and help
you complete your tax forms?
REVENUE
A majority (54%) would join or participate in online webinars
proposed by their tax authority.
22
46 45
53 53
38
41
44
54 54
47 47
62
59
56
Global US Australia UK Singapore Germany France
No Yes
16
13
18 17
6
24
17
29
26
31 31
25
33
29
55
61
50 52
69
42
54
Global US Australia UK Singapore Germany France
Disagree/Strongly Disagree Neutral Agree/Strongly Agree
PUBLIC ADMIN/REGULATORY
A majority (55%) are likely to use an app that makes it easier
to access public information on government performance.
How likely would you be to use an app
that made it easier for you to access
public information on government
performance (such as emergency and
non-emergency response rates,
ratings of public parks and other
public facilities, employment rates,
etc.) as well as government
budgeting/spending?
Percentages are based on a 5-point scale
where 1=Strongly Disagree, 2=Disagree,
3=Neutral, 4=Agree, and 5=Strongly Agree.
23
BORDERS
Moderate percentages (38%-54%) would use mobile apps and social
media to interact and share data (including biometrics) with
government to speed up international travel.
To speed up travel across
international borders, how willing
would you be to use mobile apps
and social media to interact and
share data – including biometrics
(e.g., scan of fingerprint, palms,
face, eyes) – with the
government?
23 23 24
21
14
33
25
31 29
34 32 32
29 28
46
49
43
54 54
38
47
Global US Australia UK Singapore Germany France
Unwilling/Not Willing at all Neutral Willing/Very Willing
24
Percentages are based on a 5-point scale where
1=Not at all Willing, 2=Unwilling, 3=Neutral,
4=Willing, and 5=Very Willing
CONSULTING
Among all citizens surveyed, more than 6 in 10 (62%) expect
public service organisations to use innovative technologies and
solutions to improve service delivery while driving down cost.
I expect public service organisations
to use innovative technologies and
solutions to improve the services
they deliver to me while driving
down cost.
Percentages are based on a 5-point scale where
1=Strongly Disagree, 2=Disagree, 3=Neutral,
4=Agree, and 5=Strongly Agree.
5 6 5 6 4 6 4
33
36
31
37
28
35
30
62
59
64
58
68
59
65
Global US Australia UK Singapore Germany France
Disagree/Strongly Disagree Neutral Agree/Strongly Agree
25
SUPPORT FOR AI REMAINS
MODERATE, WITH
GROWING INTEREST.
26
REVENUE
A majority (52%) would like to see their tax authority create a virtual ID for
public service and online shopping transactions
Would you like to see your
tax authority create a virtual
ID that you could use for all
your transactions with public
services and online
shopping?
48 47
54
49
39
54
43
52 53
46
51
61
46
57
Global US Australia UK Singapore Germany France
No Yes
27
Using a virtual assistant to help
students manage course
schedules and stay on track to
graduate would be an appropriate
use of artificial intelligence (AI) in
higher education.
EDUCATION
About half (49%) think using a virtual assistant to help
students manage course schedules and stay on track to
graduate is an appropriate use of AI in higher education.
28
16 15
18 16
10
19 18
35
29
39 38
32
40
33
49
56
43
46
58
41
49
Global US Australia UK Singapore Germany France
Disagree/Strongly Disagree Neutral Agree/Strongly Agree
Percentages are based on a 5-point scale where
1=Strongly Disagree, 2=Disagree, 3=Neutral,
4=Agree, and 5=Strongly Agree.
21
18 20 21
10
32
23
36 34
39 37 35
38
34
43
49
42 41
54
31
43
Global US Australia UK Singapore Germany France
Unwilling/Not Willing at all Neutral Willing/Very Willing
BORDERS
About 4 in 10 (43%) support using AI-delivered services when
crossing borders for a more secure, simplified experience.
When crossing international
borders, how willing would you be
to use services delivered by
emerging technologies such as
artificial intelligence (e.g., chat
bots, robots, virtual assistants,
intelligent machines) in return for
a more secure, simplified
experience?
29
Percentages are based on a 5-point scale where
1=Not at all Willing, 2=Unwilling, 3=Neutral,
4=Willing, and 5=Very Willing
27
29 30
16
33
27
38 39 38
40
37
33
35
32 32
43
29
39
Global Australia UK Singapore Germany France
Disagree/Strongly Disagree Neutral Agree/Strongly Agree
SOCIAL SERVICES
Only about 4 in 10 (42%) agree that using a virtual agent to help citizens
get quicker responses to queries would be an appropriate use of AI in
social services.
I am comfortable having artificial
intelligence (e.g., chat bots,
robots, virtual assistants,
intelligent machines, etc.) used
in other areas of my life and
believe it could improve
interactions with social service
agencies.
30
Percentages are based on a 5-point scale where
1=Strongly Disagree, 2=Disagree, 3=Neutral,
4=Agree, and 5=Strongly Agree.
*Excluding US
PERSONALISATION HAS
VALUE BUT IS UNDER-
DELIVERED.
31
Informing me about the real outcomes
of my charitable donations or volunteer
work would create a more personalised
experience for me with non-profit
organisations to which I contribute.
NONPROFIT
A strong majority (59%) think information about the real
outcomes of charitable donations or volunteer work would
create a more personalised non-profit experience 59%.
32
Percentages are based on a 5-point scale where
1=Strongly Disagree, 2=Disagree, 3=Neutral,
4=Agree, and 5=Strongly Agree
6 4 5 7
4
9 9
26
21
29
26 24 24
29
59
66
56
53
67
56
53
10 9 10
14
5
11 10
Global US Australia UK Singapore Germany France
Disagree/Strongly Disagree Neutral Agree/Strongly Agree N/A
BORDERS
Only 4 in 10 are satisfied with the customer experience they have when
dealing with border agencies – considering it personalised, easy to use and
simple to understand.
I am satisfied with the customer
experience I have when dealing
with border agencies – either
online or in person. It is
personalised, easy to use, and
simple to understand.
Percentages are based on a 5-point scale where
1=Strongly Oppose, 2=Oppose, 3=Neutral,
4=Support, and 5=Strongly Support
10 12 10 9
6
10 11
50
53
49
57
43
55
46
40
35
41
34
51
35
43
Global US Australia UK Singapore Germany France
Disagree/Strongly Disagree Neutral Agree/Strongly Agree
33
CONSULTING
44% want public service agencies to collaborate more with private
sector digital organisations for a more personalised experience.
I want public service
agencies to collaborate
more with private sector
digital organisations (e.g.,
start-ups, innovation labs,
companies like Amazon and
AirBnB, etc.) in order to give
me a more personalised
experience.
34
14
11
14 14
6
21
15
42 41
44 45
40
46
37
44
47
41 41
54
33
47
Global US Australia UK Singapore Germany France
Disagree/Strongly Disagree Neutral Agree/Strongly Agree
Percentages are based on a 5-point scale where
1=Strongly Disagree, 2=Disagree, 3=Neutral,
4=Agree, and 5=Strongly Agree
NONPROFIT
43% are satisfied with the personalised experience provided
by nonprofit organisations to which they contribute to.
How satisfied are you with the
personalised experience provided
by the non-profit organisations to
which you contribute?
Percentages are based on a 5-point scale where
1=Strongly Disagree, 2=Disagree, 3=Neutral,
4=Agree, and 5=Strongly Agree
35
7 6 7 5 5
10 8
36
29
33 35
38
45
36
44
53
45
40
49
31
43
13 12
15
20
8
14 12
Global US Australia UK Singapore Germany France
Disagree/Strongly Disagree Neutral Agree/Strongly Agree N/A
CITIZENS WANT GREATER
CONTROL, ENGAGEMENT,
AND IMPACT.
36
I will have greater confidence in the
privacy and security of my data if the
health and human services agencies
who share it give me the ability to
specify how it can be shared.
HEALTH AND HUMAN SERVICES
Two-thirds of US citizens will have greater confidence in the privacy
and security of their data if the agencies who share it provide citizens
with the ability to specify how it can be shared.
6%
25%
67%
2%
US
Disagree/Strongly Disagree Neutral Agree/Strongly Agree N/A
37
*Only asked in the US
Percentages are based on a 5-point scale
where 1=Strongly Disagree, 2=Disagree,
3=Neutral, 4=Agree, and 5=Strongly Agree.
NONPROFIT
Only 4 in 10 of all citizens surveyed think non-profit organisations to
which they contribute are effectively using social media to
engage/motivate them.
The non-profit organisations to
which I contribute are effective
at using social media in a way
that engages and motivates me
to share, promote, and spread
the word about issues
important to me.
Percentages are based on a 5-point scale
where 1=Strongly Disagree, 2=Disagree,
3=Neutral, 4=Agree, and 5=Strongly Agree.
11
8
11 10 8
14 14
35
30
36 35 35 37 35
41
50
39 38
50
32
40
13 12 14
17
7
17
12
Global US Australia UK Singapore Germany France
Disagree/Strongly Disagree Neutral Agree/Strongly Agree N/A
38
4 4 5 5 3 4 6
22
18
23 21 19
28
23
59
64
54 56
74
50
55
15 14
18 18
4
17 16
Global US Australia UK Singapore Germany France
Disagree/Strongly Disagree Neutral Agree/Strongly Agree N/A
CONSULTING
A strong majority (59%) are more likely to stay with their current
employer if they know they will be making a positive impact inside
or outside the organisation.
I am more likely to stay with my
current employer if I know I will
be making a positive impact
inside or outside the
organisation.
39
Percentages are based on a 5-point scale
where 1=Strongly Disagree, 2=Disagree,
3=Neutral, 4=Agree, and 5=Strongly Agree.
APPENDIX
40
41
APPENDIX:
SAMPLE DETAIL BY COUNTRY
GLOBAL US AUSTRALIA UK SINGAPORE GERMANY FRANCE
Count % Count % Count % Count % Count % Count % Count %
TOTAL
POPULATION
6053 100% 1014 100% 1014 100% 1019 100% 997 100% 1004 100% 1017 100%
GENDER
MALE 2941 49% 476 47% 476 47% 502 49% 491 49% 507 50% 469 47%
FEMALE 3112 51% 538 53% 538 53% 517 51% 506 41% 497 50% 536 53%
AGE
18-34 YEARS 2047 34% 389 38% 389 38% 390 38% 360 36% 239 24% 280 28%
35-44 YEARS 1528 25% 231 23% 231 23% 256 25% 339 34% 187 19% 217 22%
45-64 YEARS 1259 21% 330 21% 230 21% 192 19% 229 23% 226 23% 194 19%
65 YEARS
OR OLDER
1219 20% 164 20% 164 20% 181 18% 69 7% 352 35% 314 23%
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
42
MEET OUR SUBJECT MATTER EXPERTS
bernard.le.masson@accenture.com
@BernardleMasson
https://fr.linkedin.com/in/bernardlemasson/en
BERNARD LE MASSON
GOVERNMENT AS A PLATFORM
MARK HOWARD
Mark.h.howard@accenture.com
@markhoward_CO
https://www.linkedin.com/in/markhowardco
PUBLIC ADMINISTRATION
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
43
MEET OUR SUBJECT MATTER EXPERTS
PENSIONS HEALTH & HUMAN SERVICES
SOCIAL SERVICES & EMPLOYMENT EDUCATION
RYAN OAKES
ryan.m.oakes@accenture.com
@ryanmoakes
https://www.linkedin.com/in/ryan-oakes-3b5a916
44
MEET OUR SUBJECT MATTER EXPERTS
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
45
MEET OUR SUBJECT MATTER EXPERTS
antti.kolehmainen@accenture.com
@AnttiKol
https://fi.linkedin.com/in/antti-kolehmainen-14a3042
ANTTI KOLEHMAINEN
DEFENCE
46
ABOUT ACCENTURE
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Tendances (20)

Reuters/Ipsos Data: Core Political (01/23/2019)
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Reuters/Ipsos Data: Core Political (12/05/2018)
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Reuters/Ipsos Survey: Core Political Impeachment Tracker (10/23/2019)
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Reuters/Ipsos Data: Core Political (11/21/2018)
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Reuters/Ipsos Data: Core Political (03/13/2019)
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Predictive Data & Ambient Intelligence
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Reuters/Ipsos Core Political Survey: Presidential Approval Tracker (03/18/2020)
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Reuters/Ipsos Core Political Survey: Presidential Approval Tracker (03/11/2020)
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Reuters/Ipsos Core Political Survey: Presidential Approval Tracker (08/19/2020)
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Trust & Predictive Technologies 2016
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2019 Reuters Tracking Core Political Impeachment Tracker 10 09 2019
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Reuters/Ipsos Core Political Survey: Impeachment Tracker (12/11/2019)
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Reuters/Ipsos Data: Core Political (04/17/2019)
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Reuters/Ipsos Core Political Survey: Presidential Approval Tracker (08/05/2020)
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Reuters/Ipsos Core Political: Coronavirus Tracker (06/03/2020)
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Reuters/Ipsos Core Political Survey: 2020 Democratic Primary (06/06/2019)
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What People Want: Accenture Public Service Global Citizen Survey (Wave 3 - British English)

  • 1. ACCENTURE PUBLIC SERVICE GLOBAL CITIZEN SURVEY WAVE 3 (BRITISH ENGLISH) JULY 2017 WHAT PEOPLE WANT
  • 2. WHAT DO PEOPLE WANT FROM DIGITAL GOVERNMENT? We asked thousands of citizens across six countries: Australia, France, Germany, Singapore, UK and USA.
  • 3. 3 We suggest a three part agenda for decision makers in governments, public service agencies and digital government program offices: THREE PART AGENDA
  • 4. 4 Easy, comprehensive, personalised and safe. Look for the best digital experiences from any sector. This is what your citizens expect. CREATE DELIGHTFUL EXPERIENCES 01
  • 5. 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. 6 There is an overwhelming expectation for more say by people. DEVELOP STRATEGIES TO LEVERAGE DIGITAL PLATFORMS TO INVOLVE CITIZENS 03
  • 7. 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 +/-1.3%. 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 +/-3.2%. UNITED STATES 1,014 UNITED KINGDOM 1,019 AUSTRALIA 1,014 SINGAPORE 997 FRANCE 1,005 GERMANY 1,004
  • 8. % KEY FINDINGS 8 ALL VALUES EXPRESSED AS A PERCENTAGE
  • 9. DATA SECURITY AND PRIVACY MUST BE A GOVERNMENT PRIORITY. 9
  • 10. 5 8 5 5 3 3 5 17 15 20 17 14 17 16 78 77 75 78 82 80 79 Global US Australia UK Singapore Germany France Disagree/Strongly Disagree Neutral Agree/Strongly Agree SECURITY 78% want government to do more to keep personal data more private and secure. Government agencies must do more to keep the personal data I share with them private and secure. Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree 10
  • 11. POSTAL SERVICES 76% want their national postal operator to get involved in protecting against identity theft and making online purchases more secure. Do you think your national postal operator should get involved in protecting you from identity theft and making all your online purchases more secure? 24 32 24 25 14 24 24 76 68 76 75 86 76 76 Global US Australia UK Singapore Germany France No Yes 11
  • 12. EDUCATION About half (45%-53%) think it is acceptable for higher education institutions to use personal data gathered from students if it supports student success and an improved student experience. It is acceptable for higher education institutions to use personal data gathered from students if it supports student success and an improved student experience. Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree 17 18 16 16 16 14 21 35 30 36 36 32 42 34 48 52 47 49 53 45 45 Global US Australia UK Singapore Germany France Disagree/Strongly Disagree Neutral Agree/Strongly Agree 12
  • 13. HEALTH AND HUMAN SERVICES 7 in 10 US citizens think their data may be more vulnerable to identity theft or hackers when health and human services agencies share it across agencies, and 6 in 10 think those agencies may misuse their data when sharing it. I am concerned that my data may be more vulnerable to identity theft or hackers when health and human services agencies share it across agencies. Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree 8 20 70 2 US Disagree/Strongly Disagree Neutral Agree/Strongly Agree N/A 13 *Only asked in the US
  • 14. PENSIONS Just over half of US citizens (52%) feel that their financial and health data used by Social Security or their public retirement agency are secure. Do you feel that your financial and health data used by Social Security or your public retirement agency are secure? 48 52 US No Yes 14 *Only asked in the US
  • 15. BORDERS Among all citizens surveyed, about 4 in 10 support border agencies sharing their information with other government agencies, even if the data can be properly encrypted for security. I would be supportive of border agencies sharing my information with other government agencies in my country or other countries if the data can be properly encrypted for security. Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree 18 23 19 16 16 24 11 39 38 39 42 39 37 4142 39 42 42 45 38 48 Global US Australia UK Singapore Germany France Disagree/Strongly Disagree Neutral Agree/Strongly Agree 15
  • 16. TRUST IN LOCAL POLICE IS STRONG, BUT TRUST IN GOVERNMENT BUDGETING IS WEAK. 16
  • 17. 12 17 11 13 7 14 12 29 28 28 30 27 30 30 59 56 62 57 66 56 59 Global US Australia UK Singapore Germany France Disagree/Strongly Disagree Neutral Agree/Strongly Agree PUBLIC SAFETY Among all citizens surveyed, about 6 in 10 (59%) trust their local police force. I trust my local police force. Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree 17
  • 18. PUBLIC ADMIN/REGULATORY For strong majorities of citizens (54%-66%), easier access to government budgeting and spending would increase their trust in government. Easier access to public information on government budgeting and spending would increase my trust in government. Percentages are based on a 5-point scale where 1=Not at all Willing, 2=Unwilling, 3=Neutral, 4=Willing, and 5=Very Willing 9 12 10 9 6 11 9 32 30 34 37 28 35 27 59 58 56 54 66 54 65 Global US Australia UK Singapore Germany France Unwilling/Not at all Willing Neutral Willing/Very Willing 18
  • 19. 29 27 31 36 12 35 30 38 34 40 41 37 44 3433 38 29 23 51 22 37 Global US Australia UK Singapore Germany France Unconfident/Not at all Confident Neutral Confident/Very Confident CONSULTING Only 1 in 3 trust that local government is budgeting to address top local priorities. How confident are you that your local government is properly budgeting to address the city's most important priorities? Percentages are based on a 5-point scale where 1=Not at all Confident, 2=Unconfident, 3=Neutral, 4=Confident, and 5=Very Confident. 19
  • 20. GOVERNMENT TECHNOLOGY INNOVATION CAN INCREASE CITIZEN ENGAGEMENT. 20
  • 21. My interest in working for government agencies would increase if they were more innovative in using emerging technologies like artificial intelligence, biometrics, and advanced analytics. PUBLIC ADMIN/REGULATORY More innovative use of emerging technologies would make about half of all citizens surveyed (47%) more interested in working for government. 21 Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree 15 19 16 18 9 16 13 38 33 43 42 33 42 36 47 49 41 39 58 42 51 Global US Australia UK Singapore Germany France Disagree/Strongly Disagree Neutral Agree/Strongly Agree
  • 22. Would you join or participate in online webinars proposed by your tax authority to explain and help you complete your tax forms? REVENUE A majority (54%) would join or participate in online webinars proposed by their tax authority. 22 46 45 53 53 38 41 44 54 54 47 47 62 59 56 Global US Australia UK Singapore Germany France No Yes
  • 23. 16 13 18 17 6 24 17 29 26 31 31 25 33 29 55 61 50 52 69 42 54 Global US Australia UK Singapore Germany France Disagree/Strongly Disagree Neutral Agree/Strongly Agree PUBLIC ADMIN/REGULATORY A majority (55%) are likely to use an app that makes it easier to access public information on government performance. How likely would you be to use an app that made it easier for you to access public information on government performance (such as emergency and non-emergency response rates, ratings of public parks and other public facilities, employment rates, etc.) as well as government budgeting/spending? Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree. 23
  • 24. BORDERS Moderate percentages (38%-54%) would use mobile apps and social media to interact and share data (including biometrics) with government to speed up international travel. To speed up travel across international borders, how willing would you be to use mobile apps and social media to interact and share data – including biometrics (e.g., scan of fingerprint, palms, face, eyes) – with the government? 23 23 24 21 14 33 25 31 29 34 32 32 29 28 46 49 43 54 54 38 47 Global US Australia UK Singapore Germany France Unwilling/Not Willing at all Neutral Willing/Very Willing 24 Percentages are based on a 5-point scale where 1=Not at all Willing, 2=Unwilling, 3=Neutral, 4=Willing, and 5=Very Willing
  • 25. CONSULTING Among all citizens surveyed, more than 6 in 10 (62%) expect public service organisations to use innovative technologies and solutions to improve service delivery while driving down cost. I expect public service organisations to use innovative technologies and solutions to improve the services they deliver to me while driving down cost. Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree. 5 6 5 6 4 6 4 33 36 31 37 28 35 30 62 59 64 58 68 59 65 Global US Australia UK Singapore Germany France Disagree/Strongly Disagree Neutral Agree/Strongly Agree 25
  • 26. SUPPORT FOR AI REMAINS MODERATE, WITH GROWING INTEREST. 26
  • 27. REVENUE A majority (52%) would like to see their tax authority create a virtual ID for public service and online shopping transactions Would you like to see your tax authority create a virtual ID that you could use for all your transactions with public services and online shopping? 48 47 54 49 39 54 43 52 53 46 51 61 46 57 Global US Australia UK Singapore Germany France No Yes 27
  • 28. Using a virtual assistant to help students manage course schedules and stay on track to graduate would be an appropriate use of artificial intelligence (AI) in higher education. EDUCATION About half (49%) think using a virtual assistant to help students manage course schedules and stay on track to graduate is an appropriate use of AI in higher education. 28 16 15 18 16 10 19 18 35 29 39 38 32 40 33 49 56 43 46 58 41 49 Global US Australia UK Singapore Germany France Disagree/Strongly Disagree Neutral Agree/Strongly Agree Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree.
  • 29. 21 18 20 21 10 32 23 36 34 39 37 35 38 34 43 49 42 41 54 31 43 Global US Australia UK Singapore Germany France Unwilling/Not Willing at all Neutral Willing/Very Willing BORDERS About 4 in 10 (43%) support using AI-delivered services when crossing borders for a more secure, simplified experience. When crossing international borders, how willing would you be to use services delivered by emerging technologies such as artificial intelligence (e.g., chat bots, robots, virtual assistants, intelligent machines) in return for a more secure, simplified experience? 29 Percentages are based on a 5-point scale where 1=Not at all Willing, 2=Unwilling, 3=Neutral, 4=Willing, and 5=Very Willing
  • 30. 27 29 30 16 33 27 38 39 38 40 37 33 35 32 32 43 29 39 Global Australia UK Singapore Germany France Disagree/Strongly Disagree Neutral Agree/Strongly Agree SOCIAL SERVICES Only about 4 in 10 (42%) agree that using a virtual agent to help citizens get quicker responses to queries would be an appropriate use of AI in social services. I am comfortable having artificial intelligence (e.g., chat bots, robots, virtual assistants, intelligent machines, etc.) used in other areas of my life and believe it could improve interactions with social service agencies. 30 Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree. *Excluding US
  • 31. PERSONALISATION HAS VALUE BUT IS UNDER- DELIVERED. 31
  • 32. Informing me about the real outcomes of my charitable donations or volunteer work would create a more personalised experience for me with non-profit organisations to which I contribute. NONPROFIT A strong majority (59%) think information about the real outcomes of charitable donations or volunteer work would create a more personalised non-profit experience 59%. 32 Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree 6 4 5 7 4 9 9 26 21 29 26 24 24 29 59 66 56 53 67 56 53 10 9 10 14 5 11 10 Global US Australia UK Singapore Germany France Disagree/Strongly Disagree Neutral Agree/Strongly Agree N/A
  • 33. BORDERS Only 4 in 10 are satisfied with the customer experience they have when dealing with border agencies – considering it personalised, easy to use and simple to understand. I am satisfied with the customer experience I have when dealing with border agencies – either online or in person. It is personalised, easy to use, and simple to understand. Percentages are based on a 5-point scale where 1=Strongly Oppose, 2=Oppose, 3=Neutral, 4=Support, and 5=Strongly Support 10 12 10 9 6 10 11 50 53 49 57 43 55 46 40 35 41 34 51 35 43 Global US Australia UK Singapore Germany France Disagree/Strongly Disagree Neutral Agree/Strongly Agree 33
  • 34. CONSULTING 44% want public service agencies to collaborate more with private sector digital organisations for a more personalised experience. I want public service agencies to collaborate more with private sector digital organisations (e.g., start-ups, innovation labs, companies like Amazon and AirBnB, etc.) in order to give me a more personalised experience. 34 14 11 14 14 6 21 15 42 41 44 45 40 46 37 44 47 41 41 54 33 47 Global US Australia UK Singapore Germany France Disagree/Strongly Disagree Neutral Agree/Strongly Agree Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree
  • 35. NONPROFIT 43% are satisfied with the personalised experience provided by nonprofit organisations to which they contribute to. How satisfied are you with the personalised experience provided by the non-profit organisations to which you contribute? Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree 35 7 6 7 5 5 10 8 36 29 33 35 38 45 36 44 53 45 40 49 31 43 13 12 15 20 8 14 12 Global US Australia UK Singapore Germany France Disagree/Strongly Disagree Neutral Agree/Strongly Agree N/A
  • 36. CITIZENS WANT GREATER CONTROL, ENGAGEMENT, AND IMPACT. 36
  • 37. I will have greater confidence in the privacy and security of my data if the health and human services agencies who share it give me the ability to specify how it can be shared. HEALTH AND HUMAN SERVICES Two-thirds of US citizens will have greater confidence in the privacy and security of their data if the agencies who share it provide citizens with the ability to specify how it can be shared. 6% 25% 67% 2% US Disagree/Strongly Disagree Neutral Agree/Strongly Agree N/A 37 *Only asked in the US Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree.
  • 38. NONPROFIT Only 4 in 10 of all citizens surveyed think non-profit organisations to which they contribute are effectively using social media to engage/motivate them. The non-profit organisations to which I contribute are effective at using social media in a way that engages and motivates me to share, promote, and spread the word about issues important to me. Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree. 11 8 11 10 8 14 14 35 30 36 35 35 37 35 41 50 39 38 50 32 40 13 12 14 17 7 17 12 Global US Australia UK Singapore Germany France Disagree/Strongly Disagree Neutral Agree/Strongly Agree N/A 38
  • 39. 4 4 5 5 3 4 6 22 18 23 21 19 28 23 59 64 54 56 74 50 55 15 14 18 18 4 17 16 Global US Australia UK Singapore Germany France Disagree/Strongly Disagree Neutral Agree/Strongly Agree N/A CONSULTING A strong majority (59%) are more likely to stay with their current employer if they know they will be making a positive impact inside or outside the organisation. I am more likely to stay with my current employer if I know I will be making a positive impact inside or outside the organisation. 39 Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree.
  • 41. 41 APPENDIX: SAMPLE DETAIL BY COUNTRY GLOBAL US AUSTRALIA UK SINGAPORE GERMANY FRANCE Count % Count % Count % Count % Count % Count % Count % TOTAL POPULATION 6053 100% 1014 100% 1014 100% 1019 100% 997 100% 1004 100% 1017 100% GENDER MALE 2941 49% 476 47% 476 47% 502 49% 491 49% 507 50% 469 47% FEMALE 3112 51% 538 53% 538 53% 517 51% 506 41% 497 50% 536 53% AGE 18-34 YEARS 2047 34% 389 38% 389 38% 390 38% 360 36% 239 24% 280 28% 35-44 YEARS 1528 25% 231 23% 231 23% 256 25% 339 34% 187 19% 217 22% 45-64 YEARS 1259 21% 330 21% 230 21% 192 19% 229 23% 226 23% 194 19% 65 YEARS OR OLDER 1219 20% 164 20% 164 20% 181 18% 69 7% 352 35% 314 23%
  • 42. 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 42 MEET OUR SUBJECT MATTER EXPERTS bernard.le.masson@accenture.com @BernardleMasson https://fr.linkedin.com/in/bernardlemasson/en BERNARD LE MASSON GOVERNMENT AS A PLATFORM MARK HOWARD Mark.h.howard@accenture.com @markhoward_CO https://www.linkedin.com/in/markhowardco PUBLIC ADMINISTRATION CITIES REVENUE
  • 43. 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 43 MEET OUR SUBJECT MATTER EXPERTS PENSIONS HEALTH & HUMAN SERVICES SOCIAL SERVICES & EMPLOYMENT EDUCATION RYAN OAKES ryan.m.oakes@accenture.com @ryanmoakes https://www.linkedin.com/in/ryan-oakes-3b5a916
  • 44. 44 MEET OUR SUBJECT MATTER EXPERTS 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
  • 45. 45 MEET OUR SUBJECT MATTER EXPERTS antti.kolehmainen@accenture.com @AnttiKol https://fi.linkedin.com/in/antti-kolehmainen-14a3042 ANTTI KOLEHMAINEN DEFENCE
  • 46. 46 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 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 approximately 425,000 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.
  • 47. Copyright © 2017 Accenture All rights reserved.