Vast majority of Singaporeans want to give government permission to share their data across agencies to enable better, more convenient services
A digital government must go beyond bolting on technology to their agencies’ existing systems and processes if they are to engage citizens, according to new research undertaken on Singapore citizens by Accenture.
The professional services firm undertook the research to understand what it takes for public agencies to achieve better outcomes and address the needs of citizens.
The vast majority (85 per cent) of citizens expect the same or higher standard of quality from government services as they do from commercial organisations, which Accenture refers to as “liquid expectations”.
The firm says citizens are digital customers that engage and transact online every day. They are accustomed to consuming “delightful, relevant and seamless experiences”, with brands that continuously reinvent themselves to anticipate customers’ goals and needs. As customers’ expectations escalate and evolve in the commercial sphere, so too will their expectations for how they engage with the government.
Accenture believes the solution lies in the concept of a Living Government that empowers public agencies to deliver a truly “relevant, connected and seamless experience”.
“A Living Government that focuses on improving citizen experiences drives positive outcomes for both citizens and the government,” said Accenture. “Citizens experience better health and financial security, and find it easier to meet lifelong learning goals, increasing their confidence in the future.
"Government benefits from better compliance and advocacy, and earns the trust of citizens while also enabling them to achieve their human capital potential.”
The research found that the vast majority (86 per cent) of Singaporean citizens want to give government permission to share their data across agencies to enable better, more convenient services and one in two expect a more personalised service as a result of government innovation.
“A Living Government that focuses on improving citizen experiences drives positive outcomes for both citizens and the government”
It also found that 88 per cent of citizens want to work with the private sector to develop more innovative public services and more than three-quarters expect government technology leaders to innovate more.
Just as adept organisations have embraced change and transformed themselves to meet higher customer expectations, Accenture believes governments have the same opportunity. It needs to provide citizens with “anticipatory, enabling and connected experiences”.
As part of its Brilliant Basics framework, it reviewed how public agencies interact with citizens, highlighting areas to enhance digital usability. It says such basics such as searchability, ease of navigation, simplified form-filling and clearer content are prerequisites for a citizen experience in a digital age.
To find out more, go to From Digital Government to Living Government
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