Digital Government Pathways to Delivering Public Services for the FutureDigital is back with a bang. High on the agenda of governments, it is enabling them to radically transform complex bureaucracies to become more agile, citizen-centric, efficient and innovative.Accenture research evaluated 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 (UK) and the United States (US).

Cutters: US and UKReducing government expenditure to balance the budget. Their focus on digital programs is primarily to drive cost efficiencies.

US

UK

Builders: Brazil, India, Saudi Arabia and UAE Establishing the core infrastructure, digitalizing key public services and enabling access to citizens.

Enhancers: Germany, Norway, Singapore and South Korea Investing to enhance digital public services maturity back by a strong economy and digitally engaged citizens.

Pulse of the

5,000 citizens surveyed across 10 countries

Country Highlights

Low citizen satisfactionLess than 40% citizens are satisfied with the quality of public services.

Digital in demand81% citizens want governments to provide more digital public services.

Governments to be more mobile and social64% citizens would like to use social media to interact with their government. 80%+ express this desire in the Builder countries.

India

SingaporeStrong Digital GovernanceOne of the first countries to ensure every citizen has an electronic health record.

Norway A Highly Engaged Population78% citizens want the government to consult them in designing and delivering public services.

Saudi Arabia, UAEHigh Citizen SatisfactionCitizens in Saudi Arabia are optimistic about the future. 82% citizens would like to use social media to interact with the government.

80%+ UAE citizens said the government is proactively addressing their priorities in health, employment and education.

We categorized countries by economic position, digital maturity and strategies for digital transformation.

6

7

Germany

8

9

UAE

Brazil

Norway

India, BrazilInconsistent Citizen Service Experience Lack of proper infrastructure, access and digital inclusion impact the rankings.

GermanyLow Citizen Satisfaction and Engagement64% citizens want the government to provide more digital services but only 25% actually use digital channels.

US, UKService Maturity Leaders but Low Citizen SatisfactionOnly 28% US citizens are satisfied with the quality of public services.

44% UK citizens are confident of the government’s ability to provide better future public services.

Singapore

SouthKorea

2

3

4

SaudiArabia

5

Norwegian State Education Loan Fund, Lånekassen: Process automation

My Gov:Single channel for citizen communications

KONEPS: Online e-procurement platform for government contracts

Tell Us Once: Leveraging technology to enable citizens provide information just once

RESULTS: Reduced the number of telephone inquiries from 1.5 million to 450,000 per year1

RESULTS: Enables high levels of transparency and accountability in policy making. Increases citizen engagement in political issues2

RESULTS: Transactions worth US$101 billion processed through KONEPS in 20123

RESULTS: Cost savings expected over the next 10 years: US$302 million for central and local governments, and US$104 million for the citizens4

OVERALL RANKINGS

Sources1 http://www.microsoft.com/government/ww%2Fpublic-services%2Fblog/Pages/post.aspx?postID=229&aID=752 http://www.moca.gov.ae/?page_id=595&lang=en3 http://www.g2b.go.kr/index.jsp, http://www.oecd.org/gov/ethics/Public-procurement-workshop-Kuwait-Korea-2-June-2013.pdf4 http://central-government.governmentcomputing.com/features/2011/dec/16/tell-us-once-matt-briggs, https://www.gov.uk/tell-us-once

South KoreaWell-developed Digital Government Services but Low Citizen SatisfactionOnly 19% of South Koreans are satisfied with the quality of public services.