Accenture Public Service Citizen Survey: Public Administration

ACCENTURE PUBLIC

SERVICE CITIZEN SURVEY

PUBLIC ADMINISTRATION

OCTOBER 2017

WHATPEOPLEWANT

WHAT DO PEOPLE WANT FROM DIGITAL PUBLIC ADMIN?

We asked citizens across six countries: Australia, France, Germany, Singapore, UK and USA

Copyright 2017 Accenture. All rights reserved.

• WANT MORE TRANSPARENCY

• WANT BETTER USE OF DIGITAL TECHNOLOGY

• MORE OPEN TO GOVERNMENT WORK

RESULTS:PEOPLE

3Copyright 2017 Accenture. All rights reserved.

4

PEOPLE WANT MORE TRANSPARENCY


3 4 2 3 4 4 5

16 14 14 14 15 18 18

81 82 85 83 8278 77

Global US Australia UK Singapore France Germany

Disagree/Strongly Disagree Neutral Agree/Strongly Agree

TRANSPARENCY IS IMPORTANT…Fully 8 in 10 citizens think government should be more transparent about whether public infrastructure programs are on time and on budget

Government needs to be more

transparent about whether public

infrastructure programs (roads,

schools, public transport, etc.)

are on time and on budget.

Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree.

5


…ESPECIALLY WITH BUDGETS/SPENDINGA majority of citizens – and strong majorities in the US, Singapore, and France – consider it 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?

Percentages are based on a 5-point scale where 1=Not at all Important, 2=Unimportant, 3=Neutral, 4=Important, and 5=Very Important..

6

12 11 13 15

5

16

9

2824

31 2923

3226

6065

56 55

73

52

66

Global US Australia UK Singapore Germany France

Unimportant/Not at all Important Neutral Important/Very Important


FINDING INFORMATION ISN’T EASY…While 6 in 10 consider it important to be able to access government budgeting and spending information, many say it has not been easy to do so

When you have tried to find

government budgeting/spending

information, how easy or difficult

has it been?

Percentages are based on a 5-point scale where 1=Very Difficult, 2=Somewhat Difficult, 3=Neutral, 4=Somewhat Easy, and 5=Very Easy.

7

36

3229

34

24

41

48

2421

24

19

30

26 2522

26

19 20

37

1921

19 20

28 27

9

14

6


Somewhat Difficult/Very Difficult Neutral Somewhat Easy/Very Easy N/A


…BUT INCREASED ACCESS INCREASES TRUSTAlmost 6 in 10 say 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.


8

912 10 9

69 11

32 3034

37

28 27

35

59 58 56 54

66 65

54




9

PEOPLE WANT BETTER USE OF DIGITAL TECHNOLOGY


12 11 10 116

1116

27 26 28 2822 22

29

62 62 62 62

7266

55



PUBLIC WANTS TO SEE MORE DIGITAL GOVT…About 6 in 10 citizens (72% in Singapore) think government should make greater use of digital innovations

Government should make

substantially greater use of

innovative digital tools like mobile

apps, interactive web sites, and

automated assistants.


10


…AND MOST WOULD USE APPSA majority of citizens 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=Not at all Likely, 2=Unlikely, 3=Neutral, 4=Likely, and 5=Very Likely.

11

1613

18 17

6

17

2429

2631 31

2529

33

5561

50 52

69

54

42


Unlikely/Not at all Likely Neutral Likely/Very Likely


12

PEOPLE MORE OPEN TO GOVERNMENT WORK


IN US, ALMOST HALF OPEN TO GOVT WORK…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?

Percentages are based on a 5-point scale where 1=Not at all Likely, 2=Unlikely, 3=Neutral, 4=Likely, and 5=Very Likely.

13

2623

26 26

12

3328

31 3034 33

38

3128

4247

40 41

50

36

45


Unlikely/Not at all Likely Neutral Likely/Very Likely


…AND EVEN MORE HAVE LOOKED ONLINESignificant percentages of citizens (from 36% in the US to 58% in Singapore) have used government recruiting websites when looking for a job

When looking for a new

job, have you ever used

government recruiting

websites?

14

54

64

54

48

42 43

62

46

36

46

52

58 57

38


No Yes


MORE INNOVATION WOULD INCREASE INTERESTMore innovative use of emerging technologies would make about half of all citizens surveyed (47%) more interested in working for government

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.

15


1519

16 18

913

16

3833

43 42

3336

4247 49

41 39

58

51

42




16

CLICK HERE

TO LEARN

MORE ABOUT

TRANSFORMING THE

GOV BACK OFFICE

MARK HOWARD

PUBLIC ADMINISTRATION

CONTACT


https://www.accenture.com/us-en/insight-back-office-gov-innovation?c=psv_hpsbrbkfy17_10000001&n=otc_0317

https://www.accenture.com/us-en/insight-back-office-gov-innovation?sr_source=lift_linkedin&c=psv_fy18hpspsslidesslideshare_10032831&n=smc_1017

17

ABOUT THE STUDY

The purpose of this study is to assess citizen opinions about a variety of digital nonprofit and government service issues and topics.

Study results are based on a sample of citizens aged 18 or older who completed online surveys over the past 6 months

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%.


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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. To learn more about our work with governments

around the world, visit us at www.accenture.com.

ABOUT ACCENTURE’S NONPROFIT GROUPBeyond our commitment to our clients is our

dedication to improving the way the world works and

lives. The social sector is extremely diverse,

encompassing mission service nonprofits, cultural

institutions, foundations, associations, multilaterals,

and others. Accenture helps clients throughout the

sector, combining our industry leading services and

expertise derived from our work with leading

commercial companies and governments—and

applying this unique skillset to address the particular

challenges confronting the social sector. We help our

nonprofit clients to transform their mission, unlock

their digital potential, and enable improved service

delivery. The result is unparalleled: enterprise-grade

strategy and operations applied to accomplish the

mission better, faster, and more effectively.


https://www.accenture.com/us-en/ps-industry-index

Copyright © 2017 Accenture All rights reserved.

19

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Accenture Public Service Citizen Survey: Public Administration

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