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Digital gov increasingly meeting expectations

Digital gov increasingly meeting expectations

Governments are doing an increasingly good job of meeting citizens’ expectations for online services, according to newly released numbers from a 2016 Accenture survey.

The survey found that 85 percent of respondents “expect the same or higher quality from government digital services as they do from commercial.” That’s up more than 10 percent from an Accenture survey done two years prior.

Over that same period, the percentage of people who said they are satisfied with government’s digital services doubled from 27 percent in 2014 to 58 percent in the 2016 survey.

The survey results are based on an online survey of 3,300 voting-age citizens and interviews with 118 public service leaders in 16 states. Accenture also found that a growing number of people want to be able to connect with government through their smartphone and on social media -- about four out of 10 respondents for both.

These numbers show that governments have done a good job of meeting citizens where they want to get information, but agencies have work to do, according to Peter Hutchinson, the 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,” he said.

Posted by Matt Leonard on Feb 16, 2017 at 2:19 PM


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