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Government & The Digital Disconnect

Posted on 1.04.2016

Recent research from Accenture reveals that citizens in the United States are experiencing a digital disconnect. 

While 42 percent of respondents reported that a majority of their government interactions were addressed digitally, 86 percent of these respondents said they would like to at least maintain and hopefully increase those interactions. Only one in four (27 percent) reported being satisfied with current government digital offerings and 28 percent said they were dissatisfied, according to survey results.


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In fact, according to the survey results, more than nine in 10 citizens (92 percent) said improved digital services would positively impact their view of government. Nearly three fourths (73 percent) said increased digital services gives the impression that government is forward thinking, while 72 percent said expanded digital services would both increase their overall satisfaction with government and increase their willingness to engage, results showed.

“Governments have the opportunity to drive true public service transformation through digital technologies. We are at a pivotal juncture. Digital is more than a way to keep up with savvy citizens or streamline processes. It is a transformational tool that can be used to radically improve the delivery of citizen services and satisfaction,” said Steve Hurst, who leads Accenture’s Health & Public Service digital practice.

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