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
"We analyze the video streaming experience. We are gathering the user behavior in real time from the user devices and we analyze how users experience the video streaming," explained Eric Kim, Founder and CEO at Streamlyzer, in this SYS-CON.tv interview at 19th Cloud Expo, held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
"This is specifically designed to accommodate some of the needs for high availability and failover in a network managed system for the major Korean corporations," stated Thomas Masters, Managing Director at InfranicsUSA, in this SYS-CON.tv interview at 19th Cloud Expo, held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
Enterprise IT has been in the era of Hybrid Cloud for some time now. But it seems most conversations about Hybrid are focused on integrating AWS, Microsoft Azure, or Google ECM into existing on-premises systems. Where is all the Private Cloud? What do technology providers need to do to make their offerings more compelling? How should enterprise IT executives and buyers define their focus, needs, and roadmap, and communicate that clearly to the providers?
"We are an all-flash array storage provider but our focus has been on VM-aware storage specifically for virtualized applications," stated Dhiraj Sehgal of Tintri in this SYS-CON.tv interview at 19th Cloud Expo, held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
"We are a leader in the market space called network visibility solutions - it enables monitoring tools and Big Data analysis to access the data and be able to see the performance," explained Shay Morag, VP of Sales and Marketing at Niagara Networks, in this SYS-CON.tv interview at 19th Cloud Expo, held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
According to Forrester Research, every business will become either a digital predator or digital prey by 2020. To avoid demise, organizations must rapidly create new sources of value in their end-to-end customer experiences. True digital predators also must break down information and process silos and extend digital transformation initiatives to empower employees with the digital resources needed to win, serve, and retain customers.
Amazon has gradually rolled out parts of its IoT offerings in the last year, but these are just the tip of the iceberg. In addition to optimizing their back-end AWS offerings, Amazon is laying the ground work to be a major force in IoT – especially in the connected home and office. Amazon is extending its reach by building on its dominant Cloud IoT platform, its Dash Button strategy, recently announced Replenishment Services, the Echo/Alexa voice recognition control platform, the 6-7 strategic...
Organizations planning enterprise data center consolidation and modernization projects are faced with a challenging, costly reality. Requirements to deploy modern, cloud-native applications simultaneously with traditional client/server applications are almost impossible to achieve with hardware-centric enterprise infrastructure. Compute and network infrastructure are fast moving down a software-defined path, but storage has been a laggard. Until now.
We're entering the post-smartphone era, where wearable gadgets from watches and fitness bands to glasses and health aids will power the next technological revolution. With mass adoption of wearable devices comes a new data ecosystem that must be protected. Wearables open new pathways that facilitate the tracking, sharing and storing of consumers’ personal health, location and daily activity data. Consumers have some idea of the data these devices capture, but most don’t realize how revealing and...
IoT solutions exploit operational data generated by Internet-connected smart “things” for the purpose of gaining operational insight and producing “better outcomes” (for example, create new business models, eliminate unscheduled maintenance, etc.). The explosive proliferation of IoT solutions will result in an exponential growth in the volume of IoT data, precipitating significant Information Governance issues: who owns the IoT data, what are the rights/duties of IoT solutions adopters towards t...
Get deep visibility into the performance of your databases and expert advice for performance optimization and tuning. You can't get application performance without database performance. Give everyone on the team a comprehensive view of how every aspect of the system affects performance across SQL database operations, host server and OS, virtualization resources and storage I/O. Quickly find bottlenecks and troubleshoot complex problems.
Whether your IoT service is connecting cars, homes, appliances, wearable, cameras or other devices, one question hangs in the balance – how do you actually make money from this service? The ability to turn your IoT service into profit requires the ability to create a monetization strategy that is flexible, scalable and working for you in real-time. It must be a transparent, smoothly implemented strategy that all stakeholders – from customers to the board – will be able to understand and comprehe...
Complete Internet of Things (IoT) embedded device security is not just about the device but involves the entire product’s identity, data and control integrity, and services traversing the cloud. A device can no longer be looked at as an island; it is a part of a system. In fact, given the cross-domain interactions enabled by IoT it could be a part of many systems. Also, depending on where the device is deployed, for example, in the office building versus a factory floor or oil field, security ha...
Between 2005 and 2020, data volumes will grow by a factor of 300 – enough data to stack CDs from the earth to the moon 162 times. This has come to be known as the ‘big data’ phenomenon. Unfortunately, traditional approaches to handling, storing and analyzing data aren’t adequate at this scale: they’re too costly, slow and physically cumbersome to keep up. Fortunately, in response a new breed of technology has emerged that is cheaper, faster and more scalable. Yet, in meeting these new needs they...
When it comes to cloud computing, the ability to turn massive amounts of compute cores on and off on demand sounds attractive to IT staff, who need to manage peaks and valleys in user activity. With cloud bursting, the majority of the data can stay on premises while tapping into compute from public cloud providers, reducing risk and minimizing need to move large files. In his session at 18th Cloud Expo, Scott Jeschonek, Director of Product Management at Avere Systems, discussed the IT and busin...