Citizen Satisfaction with Digital Government Services Doubles in Two Years, Accenture Report Shows
February 16 2017 - 6:03AM
Business Wire
Citizen interest in smart phone access nearly
doubles in same time frame
While U.S. citizens’ expectations for digital government
increased by more than 15 percent over the past two years,
their level of satisfaction with digital services available from
government more than doubled over the same period, according to
findings of an Accenture (NYSE:ACN) survey.
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In the survey of more than 3,000 U.S. citizens in mid-2016, 85
percent of respondents said they expect the same or higher quality
from government digital services as they do from commercial
organizations, up from 73 percent in a similar survey in 2014. Over
that same time period, however, the number of citizens who said
they are satisfied with digital services from government more than
doubled, from 27 percent in 2014 to 58 percent in the 2016
survey.
“Government has made major headway in satisfying citizen
expectations for digital services, and demands and opportunities to
do better keep growing,” said Peter Hutchinson, Accenture strategy
lead for state and local government consulting. “With around 40
percent of citizens remaining unsatisfied with digital government,
and clear evidence that digital services are generally
well-received when implemented, the public sector must continue
expanding the scope and increasing the quality of its digital
capabilities.”
The survey also found that when using digital services, citizens
in 2016 were increasingly focused on seamless digital interaction
and integration in areas such as mobile/smartphone access to
services and use of social media channels.
- More than four in 10 respondents (44
percent) in the most-recent survey said they placed priority on
smartphone access to government digital services, versus 28 percent
in 2014.
- Four in 10 respondents (40 percent) in
the most-recent survey said they placed priority on integration of
government digital services with social media, double the 20
percent who said so in the 2014 survey.
“The public sector must strive to get further into the digital
revolution as one of the keys to delivering better outcomes for
citizens in an increasingly efficient manner,” Hutchinson added.
“Citizens are demanding it, and smart government leaders will
accelerate their digital transformation.”
Methodology
Accenture conducted an online survey of 3,300 voting-age
citizens and interviews with 118 public service leaders in 16
states, representing all regions of the United States, including
California, Florida, New York, Texas, North Carolina and Ohio.
Surveys and interviews were conducted in March 2016.
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 more than 394,000
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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AccentureJoe Dickie, + 1 512 694 6422
(mobile)joseph.r.dickie@Accenture.comFollow @AccenturePubSvc
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