Welcome!

News Feed Item

Accenture 10-Country Study Finds Singapore, Norway and UAE Lead in Digital Government

A new comparative study by Accenture (NYSE:ACN) has found that Singapore, Norway and the United Arab Emirates (UAE) rank first, second and third, respectively, among 10 countries in their use of “digital government” – from offering online portals to access public services to employing digital channels and social media to communicate and engage with citizens.

The countries in the study – Brazil, Germany, India, Norway, Singapore, South Korea, the Kingdom of Saudi Arabia, the UAE, the United Kingdom and the United States – were measured against the following criteria and given a cumulative score from one to 10:

  • Citizen Service Delivery Experience: The extent to which government agencies are citizen-centric, leveraging multichannel and cross-government public service delivery and initiating proactive communications, education and the use of social media for engagement.
  • Citizen Satisfaction: The extent to which citizens believe governments are meeting their needs and providing quality services.
  • Service Maturity: The level to which a government has developed a digital presence, in terms of publishing, interactions and online transactions.

Overall Ranking

The majority of countries that scored best in the study have made a sustained investment in digital government. Top-ranked Singapore, for example, will be one of the first countries to ensure that every citizen has an electronic health record. The highest-ranking countries also actively seek and listen to citizen feedback. In Norway, 78 percent of citizens believe that government should consult with them in the design and delivery of public services, which indicates a highly engaged population.

According to the report, high-performing digital governments are:

  • Focusing on their digital strategy, which is deeply embedded in the government agenda and public reforms.
  • Continuing long-term investment in key information and communication technology (ICT) assets and the digitalization of core public services, such as taxation, pensions and healthcare.
  • Leveraging the power of new technologies, such as social media, mobility, analytics, big data and cloud computing.
  • Connected across agency boundaries and have a strong culture of collaboration and data sharing.

Digital Citizens

To determine citizens’ perceptions of digital government, Accenture surveyed 5,000 people across the 10 countries in the study. The survey found that the majority of respondents – 81 percent – would like their government to provide more services through digital channels and most, 64 percent, would like to use social media to engage with government.

“Citizens interact online with retailers and banks and they also want to engage digitally with their government, connecting via mobile devices 24-7,” said Bernard Le Masson, who leads Accenture’s Health & Public Service global management consulting business. “Citizen demand for digital services is even stronger in emerging markets, such as India, Brazil, Saudi Arabia and the UAE, where 80 percent of citizens said they would like to communicate with government via social media and on their mobiles.”

However, the survey found that less than 40 percent of the citizens surveyed are satisfied with the quality of public services their country currently provides. In fact, the study found that as the more mature markets – like the United States and the United Kingdom – face significant budget challenges, they are more focused on cost cutting and must weigh expanding digital initiatives against the mandate to reduce government expenditure. This can take its toll on citizen satisfaction, evidenced by the results of the U.S. citizen survey, which showed that only 28 percent of respondents are satisfied with the quality of their public services, and most don't think government is prioritizing their needs appropriately.

By contrast, 80 percent of the survey respondents in the UAE said their government is proactively addressing their priorities in health, employment and education. According to Le Masson, the UAE is an emerging leader in digital government and its portal “My Gov” is a good example of a single, all-encompassing channel for citizens to communicate with all federal government entities.

“New digital technologies emphasizing speed and mobility are not only changing the way we live, work and interact with each other, but they are providing unprecedented opportunities for government to radically transform complex bureaucracies and become more agile, citizen-centric, efficient and innovative,” Le Masson added. “As governments become more digital and work toward ensuring that most citizens have online access, digital skills, and a voice in the design of public services, they are experiencing higher levels of engagement, accountability and public trust.”

Methodology

Accenture conducted a comprehensive review of digital government in 10 countries – Brazil, Germany, India, Norway, Singapore, South Korea, the Kingdom of Saudi Arabia, the United Arab Emirates, the United Kingdom and the United States – and developed a cumulative score from one to 10 based on three factors: citizen service delivery experience (weighted 50 percent), service maturity (weighted 10 percent) and citizen satisfaction (weighted 40 percent). To measure citizen service delivery experience, Accenture conducted a quantitative analysis of the 10 countries by evaluating services offered at the federal or central-government level to ensure direct comparisons across the countries. Service maturity measured a government’s online or digital presence, such as providing portals to access information about government services. (Note: The importance of this factor was given less weight in the country rankings since e-government has become ubiquitous and less of a differentiator among countries.) To gauge citizen satisfaction, Accenture also had IPSOS Mori conduct an online survey of 5,000 citizens across the 10 countries in October 2013 to assess their opinions of how government is meeting their needs and their perceptions on the quality of services government is providing.

Learn more about Accenture’s global program Delivering Public Service for the Future.

Accenture brings global experience and private-sector innovation to inspire government agencies to explore new opportunities to deliver better public services, while meeting increasing citizen demands at sustainable costs, by making four fundamental shifts: moving from standardized to personalized services, reactive to insight driven, public management to public entrepreneurship, and piecemeal efficiency to mission productivity. Organizations doing this are delivering public service for the future—supporting a flourishing society, safe and secure nation and economic vitality for citizens.

About Accenture

Accenture is a global management consulting, technology services and outsourcing company, with approximately 281,000 people serving clients in more than 120 countries. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world’s most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. The company generated net revenues of US$28.6 billion for the fiscal year ended Aug. 31, 2013. Its home page is www.accenture.com.

More Stories By Business Wire

Copyright © 2009 Business Wire. All rights reserved. Republication or redistribution of Business Wire content is expressly prohibited without the prior written consent of Business Wire. Business Wire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

Latest Stories
Pulzze Systems was happy to participate in such a premier event and thankful to be receiving the winning investment and global network support from G-Startup Worldwide. It is an exciting time for Pulzze to showcase the effectiveness of innovative technologies and enable them to make the world smarter and better. The reputable contest is held to identify promising startups around the globe that are assured to change the world through their innovative products and disruptive technologies. There w...
Internet of @ThingsExpo, taking place November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with 19th Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The Internet of Things (IoT) is the most profound change in personal and enterprise IT since the creation of the Worldwide Web more than 20 years ago. All major researchers estimate there will be tens of billions devices - comp...
DevOps at Cloud Expo, taking place Nov 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with 19th Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The widespread success of cloud computing is driving the DevOps revolution in enterprise IT. Now as never before, development teams must communicate and collaborate in a dynamic, 24/7/365 environment. There is no time to wait for long dev...
SYS-CON Events announced today that StarNet Communications will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. StarNet Communications’ FastX is the industry first cloud-based remote X Windows emulator. Using standard Web browsers (FireFox, Chrome, Safari, etc.) users from around the world gain highly secure access to applications and data hosted on Linux-based servers in a central data center. ...
Traditional on-premises data centers have long been the domain of modern data platforms like Apache Hadoop, meaning companies who build their business on public cloud were challenged to run Big Data processing and analytics at scale. But recent advancements in Hadoop performance, security, and most importantly cloud-native integrations, are giving organizations the ability to truly gain value from all their data. In his session at 19th Cloud Expo, David Tishgart, Director of Product Marketing ...
Data is the fuel that drives the machine learning algorithmic engines and ultimately provides the business value. In his session at Cloud Expo, Ed Featherston, a director and senior enterprise architect at Collaborative Consulting, will discuss the key considerations around quality, volume, timeliness, and pedigree that must be dealt with in order to properly fuel that engine.
There is growing need for data-driven applications and the need for digital platforms to build these apps. In his session at 19th Cloud Expo, Muddu Sudhakar, VP and GM of Security & IoT at Splunk, will cover different PaaS solutions and Big Data platforms that are available to build applications. In addition, AI and machine learning are creating new requirements that developers need in the building of next-gen apps. The next-generation digital platforms have some of the past platform needs a...
19th Cloud Expo, taking place November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, will feature technical sessions from a rock star conference faculty and the leading industry players in the world. Cloud computing is now being embraced by a majority of enterprises of all sizes. Yesterday's debate about public vs. private has transformed into the reality of hybrid cloud: a recent survey shows that 74% of enterprises have a hybrid cloud strategy. Meanwhile, 94% of enterpri...
SYS-CON Events announced today Telecom Reseller has been named “Media Sponsor” of SYS-CON's 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Telecom Reseller reports on Unified Communications, UCaaS, BPaaS for enterprise and SMBs. They report extensively on both customer premises based solutions such as IP-PBX as well as cloud based and hosted platforms.
The 19th International Cloud Expo has announced that its Call for Papers is open. Cloud Expo, to be held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, brings together Cloud Computing, Big Data, Internet of Things, DevOps, Digital Transformation, Microservices and WebRTC to one location. With cloud computing driving a higher percentage of enterprise IT budgets every year, it becomes increasingly important to plant your flag in this fast-expanding business opportuni...
As the world moves toward more DevOps and Microservices, application deployment to the cloud ought to become a lot simpler. The Microservices architecture, which is the basis of many new age distributed systems such as OpenStack, NetFlix and so on, is at the heart of Cloud Foundry - a complete developer-oriented Platform as a Service (PaaS) that is IaaS agnostic and supports vCloud, OpenStack and AWS. Serverless computing is revolutionizing computing. In his session at 19th Cloud Expo, Raghav...
StarNet Communications Corp has announced the addition of three Secure Remote Desktop modules to its flagship X-Win32 PC X server. The new modules enable X-Win32 to safely tunnel the remote desktops from Linux and Unix servers to the user’s PC over encrypted SSH. Traditionally, users of PC X servers deploy the XDMCP protocol to display remote desktop environments such as the Gnome and KDE desktops on Linux servers and the CDE environment on Solaris Unix machines. XDMCP is used primarily on comp...
Enterprises have forever faced challenges surrounding the sharing of their intellectual property. Emerging cloud adoption has made it more compelling for enterprises to digitize their content, making them available over a wide variety of devices across the Internet. In his session at 19th Cloud Expo, Santosh Ahuja, Director of Architecture at Impiger Technologies, will introduce various mechanisms provided by cloud service providers today to manage and share digital content in a secure manner....
Fact: storage performance problems have only gotten more complicated, as applications not only have become largely virtualized, but also have moved to cloud-based infrastructures. Storage performance in virtualized environments isn’t just about IOPS anymore. Instead, you need to guarantee performance for individual VMs, helping applications maintain performance as the number of VMs continues to go up in real time. In his session at Cloud Expo, Dhiraj Sehgal, Product and Marketing at Tintri, wil...
SYS-CON Events announced today that Isomorphic Software will exhibit at DevOps Summit at 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Isomorphic Software provides the SmartClient HTML5/AJAX platform, the most advanced technology for building rich, cutting-edge enterprise web applications for desktop and mobile. SmartClient combines the productivity and performance of traditional desktop software with the simp...