Accenture research reveals that digital government is the path to deliver future public services’”driving higher levels of citizen engagement and satisfaction. The research evaluates the current implementation levels of digital services, the overall service delivery experience and citizens’ satisfaction levels across 10 countries’”Brazil, Germany, India, Norway, Saudi Arabia, Singapore, South Korea, the United Arab Emirates (UAE), the United Kingdom and the United States.
The research shows that digital is back with a bang’”it is high on the agenda of governments. Countries that performed well have a strong digital government strategy, and are actively investing in key information and communications technology (ICT) assets and leveraging the power of emerging technologies. However, efficient implementation of digital services does not necessarily lead to a higher citizen satisfaction. There is still work to be done.
The study found three distinct approaches to the way governments invest in digital services. These approaches tend to reflect the maturity of the governments’ digital efforts and how satisfied citizens are with their government interactions.
- Cutters: These governments focus on reducing their costs to address budget strains (the US and the UK).
- Builders: They put a priority on installing core infrastructure to support digital services (Brazil, India, Saudi Arabia, and the United Arab Emirates).
- Enhancers: They improve digital services to citizens already highly digitally engaged (Germany, Norway, Singapore, and South Korea).