Report: Citizen Satisfaction with Digital Government Services Doubles

Over the last two years, citizen engagement and citizen satisfaction with digital government services has seen significant growth, according to a new survey from Accenture of more than 3,000 citizens and over 100 public-service leaders from across the United States.

Overall, the survey concluded that 58 percent of citizens said they are satisfied with digital services from their governments — more than double the 27 percent of citizens from a similar survey in 2014.

 
Citizen Digital Satisfaction
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In the most recent survey, 44 percent of respondents said they would like to see better smartphone access to digital services (up from 28 percent in 2014), and 40 percent want to see more government integration with social media (double the 20 percent in 2014).

“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.” said Accenture strategy leader Peter Hutchinson.

One of the survey’s biggest finds was that 85 percent of respondents said they expect the same (or higher) quality from government digital services as they do from private-sector organizations.