Report Shows Super Users’ Create Need For Governments to Accelerate Digital Growth

Highly Digital Citizens Conduct Nearly Half of All Interactions With Government Through Digital Channels
Audio: 
Peter Hutchinson, Manager Public Sector Strategy, Accenture

(Arlington, VA, Thursday, December 22, 2016) - State governments and public service organizations designing effective digital strategies for citizen services of the future may need look no further than their mobile devices. U.S. citizens who transact a significant amount of business online—whether booking travel or conducting financial transactions—have similar expectations for accessing and using government services digitally, according to a new report from Accenture.

The report, Citizen Digital Expectations, is based on findings from a survey of more than 3,000 U.S. citizens and shows that these highly digital citizens, or “super users,” conduct nearly half (46 percent) of all interactions with government through digital channels, with nearly 30 percent of these super users interacting digitally with government more than 75 percent of the time.

Peter Hutchinson, who leads strategy work for the state practice at Accenture, discusses the findings.

SOUNDBITE #1:

OUR SURVEY FOUND THAT HIGHLY DIGITAL CITIZENS PREFER COMMUNICATING USING E-MAIL, WEBSITES, TEXTING, APPS AND SOCIAL MEDIA OVER TELEPHONE, IN-PERSON OFFICE VISITS OR TRADITIONAL MAIL. PRIVACY AND SECURITY ARE A TOP CONCERN, FOLLOWED BY THE ABILITY TO HAVE QUESTIONS ANSWERED DEFINITIVELY, TRACKING STATUS OF REQUESTS OR ACTIVITIES, AND HAVING INFORMATION ORGANIZED BY INDIVIDUAL NEEDS OR ISSUES.

SOUNDBITE #2:

BY UNDERSTANDING CITIZENS’ HABITS AND PRIORITIES AROUND DIGITAL SERVICES, GOVERNMENTS AND PUBLIC SERVICE ORGANIZATIONS WILL BE BETTER EQUIPPED TO PROVIDE MORE-PERSONALIZED, SEAMLESS EXPERIENCES FOR THE PEOPLE THEY SERVE. THIS IS A TREMENDOUS OPPORTUNITY FOR LEADERS TO PLAN HOW TO BEST MEET THESE GROWING CITIZEN EXPECTATIONS FOR DIGITAL INTERACTIONS.

For more information, visit www.accenture.com

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