1.
ACCENTURE PUBLIC
SERVICE CITIZEN SURVEY
PUBLIC ADMINISTRATION
OCTOBER 2017
WHAT
PEOPLE
WANT

2.
WHAT DO
PEOPLE WANT
FROM DIGITAL
PUBLIC ADMIN?
We asked citizens across six
countries: Australia, France,
Germany, Singapore, UK and
USA
Copyright 2017 Accenture. All rights reserved.

3.
• WANT MORE TRANSPARENCY
• WANT BETTER USE OF DIGITAL
TECHNOLOGY
• MORE OPEN TO GOVERNMENT
WORK
RESULTS:
PEOPLE
3Copyright 2017 Accenture. All rights reserved.

4.
4
PEOPLE WANT MORE
TRANSPARENCY
Copyright 2017 Accenture. All rights reserved.

5.
3 4 2 3 4 4 5
16 14 14 14 15 18 18
81 82 85 83 82
78 77
Global US Australia UK Singapore France Germany
Disagree/Strongly Disagree Neutral Agree/Strongly Agree
TRANSPARENCY IS IMPORTANT…
Fully 8 in 10 citizens think government should be more transparent about
whether public infrastructure programs are on time and on budget
Government needs to be more
transparent about whether public
infrastructure programs (roads,
schools, public transport, etc.)
are on time and on budget.
Percentages are based on a 5-point scale
where 1=Strongly Disagree, 2=Disagree,
3=Neutral, 4=Agree, and 5=Strongly Agree.
5
Copyright 2017 Accenture. All rights reserved.

6.
…ESPECIALLY WITH BUDGETS/SPENDING
A majority of citizens – and strong majorities in the US, Singapore, and
France – consider it important to be able to access public information on
government budgeting and spending
How important is it for you to be
able to access public information
on government budgeting and
spending?
Percentages are based on a 5-point scale
where 1=Not at all Important, 2=Unimportant,
3=Neutral, 4=Important, and 5=Very
Important..
6
12 11 13 15
5
16
9
28
24
31 29
23
32
26
60
65
56 55
73
52
66
Global US Australia UK Singapore Germany France
Unimportant/Not at all Important Neutral Important/Very Important
Copyright 2017 Accenture. All rights reserved.

7.
FINDING INFORMATION ISN’T EASY…
While 6 in 10 consider it important to be able to access government
budgeting and spending information, many say it has not been easy to do so
When you have tried to find
government budgeting/spending
information, how easy or difficult
has it been?
Percentages are based on a 5-point scale
where 1=Very Difficult, 2=Somewhat Difficult,
3=Neutral, 4=Somewhat Easy, and 5=Very
Easy.
7
36
32
29
34
24
41
48
24
21
24
19
30
26 25
22
26
19 20
37
19
21
19 20
28 27
9
14
6
Global US Australia UK Singapore Germany France
Somewhat Difficult/Very Difficult Neutral Somewhat Easy/Very Easy N/A
Copyright 2017 Accenture. All rights reserved.

8.
…BUT INCREASED ACCESS INCREASES TRUST
Almost 6 in 10 say easier access to government budgeting and spending
would increase their trust in government
Easier access to public
information on government
budgeting and spending would
increase my trust in government.
Percentages are based on a 5-point scale
where 1=Strongly Disagree, 2=Disagree,
3=Neutral, 4=Agree, and 5=Strongly Agree.
8
9
12 10 9
6
9 11
32 30
34
37
28 27
35
59 58 56 54
66 65
54
Global US Australia UK Singapore France Germany
Disagree/Strongly Disagree Neutral Agree/Strongly Agree
Copyright 2017 Accenture. All rights reserved.

9.
9
PEOPLE WANT
BETTER USE OF
DIGITAL TECHNOLOGY
Copyright 2017 Accenture. All rights reserved.

10.
12 11 10 11
6
11
16
27 26 28 28
22 22
29
62 62 62 62
72
66
55
Global US Australia UK Singapore France Germany
Disagree/Strongly Disagree Neutral Agree/Strongly Agree
PUBLIC WANTS TO SEE MORE DIGITAL GOVT…
About 6 in 10 citizens (72% in Singapore) think government should make
greater use of digital innovations
Government should make
substantially greater use of
innovative digital tools like mobile
apps, interactive web sites, and
automated assistants.
Percentages are based on a 5-point scale
where 1=Strongly Disagree, 2=Disagree,
3=Neutral, 4=Agree, and 5=Strongly Agree.
10
Copyright 2017 Accenture. All rights reserved.

11.
…AND MOST WOULD USE APPS
A majority of citizens are likely to use an app that makes it easier to
access public information on government performance
How likely would you be to use an
app that made it easier for you to
access public information on
government performance (such as
emergency and non-emergency
response rates, ratings of public
parks and other public facilities,
employment rates, etc.) as well as
government budgeting/spending?
Percentages are based on a 5-point scale
where 1=Not at all Likely, 2=Unlikely,
3=Neutral, 4=Likely, and 5=Very Likely.
11
16
13
18 17
6
17
24
29
26
31 31
25
29
33
55
61
50 52
69
54
42
Global US Australia UK Singapore France Germany
Unlikely/Not at all Likely Neutral Likely/Very Likely
Copyright 2017 Accenture. All rights reserved.

12.
12
PEOPLE MORE OPEN
TO GOVERNMENT
WORK
Copyright 2017 Accenture. All rights reserved.

13.
IN US, ALMOST HALF OPEN TO GOVT WORK…
Significant percentages of citizens (from 36% in Germany to 50% in
Singapore) express willingness to work in the public sector
How likely are you
to choose to work in
the public sector?
Percentages are based on a 5-point scale
where 1=Not at all Likely, 2=Unlikely,
3=Neutral, 4=Likely, and 5=Very Likely.
13
26
23
26 26
12
33
28
31 30
34 33
38
31
28
42
47
40 41
50
36
45
Global US Australia UK Singapore Germany France
Unlikely/Not at all Likely Neutral Likely/Very Likely
Copyright 2017 Accenture. All rights reserved.

14.
…AND EVEN MORE HAVE LOOKED ONLINE
Significant percentages of citizens (from 36% in the US to 58% in Singapore)
have used government recruiting websites when looking for a job
When looking for a new
job, have you ever used
government recruiting
websites?
14
54
64
54
48
42 43
62
46
36
46
52
58 57
38
Global US Australia UK Singapore Germany France
No Yes
Copyright 2017 Accenture. All rights reserved.

15.
MORE INNOVATION WOULD INCREASE INTEREST
More innovative use of emerging technologies would make about half of
all citizens surveyed (47%) more interested in working for government
My interest in working
for government
agencies would increase
if they were more
innovative in using
emerging technologies
like artificial intelligence,
biometrics, and
advanced analytics.
15
Percentages are based on a 5-point scale
where 1=Strongly Disagree, 2=Disagree,
3=Neutral, 4=Agree, and 5=Strongly Agree.
15
19
16 18
9
13
16
38
33
43 42
33
36
42
47 49
41 39
58
51
42
Global US Australia UK Singapore France Germany
Disagree/Strongly Disagree Neutral Agree/Strongly Agree
Copyright 2017 Accenture. All rights reserved.

16.
16
CLICK HERE
TO LEARN
MORE ABOUT
TRANSFORMING THE
GOV BACK OFFICE
MARK HOWARD
PUBLIC ADMINISTRATION
CONTACT
Copyright 2017 Accenture. All rights reserved.

17.
17
ABOUT THE STUDY
The purpose of this
study is to assess
citizen opinions
about a variety
of digital nonprofit and
government service
issues
and topics.
Study results are based on a sample of citizens aged 18 or older who
completed online surveys over the past 6 months
Results for the full global sample in this report are statistically significant
with a confidence level of 95% and a margin of error of +/-1.4%.
Results for each country are statistically significant with a confidence
level of 95% and a margin of error of +/-3.1% except for Singapore
where the margin of error is +/-5.6%.
Copyright 2017 Accenture. All rights reserved.

18.
18
ABOUT ACCENTURE
Accenture is a leading global professional services
company, providing a broad range of services and
solutions in strategy, consulting, digital, technology and
operations. Combining unmatched experience and
specialized skills across more than 40 industries and all
business functions – underpinned by the world’s largest
delivery network – Accenture works at the intersection
of business and technology to help clients improve their
performance and create sustainable value for their
stakeholders. With more than 394,000 people serving
clients in more than 120 countries, Accenture drives
innovation to improve the way the world works and
lives. To learn more about our work with governments
around the world, visit us at www.accenture.com.
ABOUT ACCENTURE’S
NONPROFIT GROUP
Beyond our commitment to our clients is our
dedication to improving the way the world works and
lives. The social sector is extremely diverse,
encompassing mission service nonprofits, cultural
institutions, foundations, associations, multilaterals,
and others. Accenture helps clients throughout the
sector, combining our industry leading services and
expertise derived from our work with leading
commercial companies and governments—and
applying this unique skillset to address the particular
challenges confronting the social sector. We help our
nonprofit clients to transform their mission, unlock
their digital potential, and enable improved service
delivery. The result is unparalleled: enterprise-grade
strategy and operations applied to accomplish the
mission better, faster, and more effectively.
Copyright 2017 Accenture. All rights reserved.

19.
Copyright © 2017 Accenture All rights reserved.
19