Accenture Study: Citizens Seek Digital Engagement with Government; Bernard Le Masson Comments

digital governmentThe world’s digital citizens who transact with retailers and banks online have come to expect the same type of interface when dealing with the government, a new Accenture study has revealed.

The 10-nation report collected responses from 5,000 citizens who ranked their governments on criteria such as service delivery experience, satisfaction and service maturity, Accenture said Tuesday.

“Citizen demand for digital services is even stronger in emerging markets, such as India, Brazil, Saudi Arabia and the UAE,” said Bernard Le Masson, global management consulting business lead at Accenture Health & Public Service.

He noted that eight out of every 10 citizens envision connecting with the state 24/7 using mobile devices, online portals, social media platforms and other digital channels.

According to the comparative survey, the countries that scored highest—Singapore, Norway and the United Arab Emirates—have made long-term investments in digitizing their services, actively sought public feedback and participation and leveraged relevant IT tools such as big data and analytics.

“New digital technologies… are providing unprecedented opportunities for government to radically transform complex bureaucracies,” Le Masson said.

“As governments become more digital and work toward ensuring that most citizens have online access, digital skills and a voice in the design of public services, they are experiencing higher levels of engagement, accountability and public trust.”

The four other countries included in the “Digital Government: Pathways to Delivering Public Services for the Future” study include Germany, South Korea, the U.K. and the U.S.

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