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Accenture Public Service Citizen Survey: Social Services

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What do people want from human services agencies? We asked citizens across five countries.

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Accenture Public Service Citizen Survey: Social Services

  1. 1. AUGUST 2017
  2. 2. WHAT DO PEOPLE WANT FROM HUMAN SERVICES AGENCIES? WE ASKED CITIZENS ACROSS FIVE COUNTRIES: Australia, France, Germany, Singapore, and the UK 2
  3. 3. CITIZENS WANT PERSONALIZED AND DIGITAL SOCIAL SERVICES 3
  4. 4. STRONG MAJORITIES (62%-70%) EXPECT THE SAME QUALITY OF DIGITAL INTERACTION WITH THEIR SOCIAL SERVICES AGENCIES THAT THEY GET FROM ONLINE BANKING, SOCIAL MEDIA OR A RIDE-SHARING APP 24% 26% 24% 23% 25% 20% 67% 64% 62% 70% 66% 70% Global Australia UK Singapore France Germany I expect the same quality of digital interaction with my social services agencies that I get from online banking, social media or a ride-sharing app. Disagree/Strongly Disagree Agree/Strongly Agree Neutral N/A 6% 6% 6% 5% 6% 5% Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree. 4% 4% 7% 2% 3% 5% 4
  5. 5. BELIEF THAT SOCIAL SERVICES AGENCIES HAVE IMPROVED THEIR DIGITAL SOPHISTICATION AND SERVICE IS LOW IN THE UK AND GERMANY, AND MODERATE TO STRONG IN AUSTRALIA, FRANCE AND SINGAPORE 40% 41% 42% 35% 34% 46% 42% 40% 32% 57% 49% 30% Global Australia UK Singapore France Germany Disagree/Strongly Disagree Agree/Strongly Agree Neutral N/A Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree. 11% 11% 12% 5% 12% 16% 8% 7% 14% 3% 5% 9% 5 The digital sophistication of my social services agency has improved noticeably and also improved the service I receive.
  6. 6. LOW TO MODERATE PERCENTAGES OF CITIZENS (29%-43%) ARE COMFORTABLE WITH AI AND BELIEVE IT COULD IMPROVE INTERACTIONS WITH SOCIAL SERVICE AGENCIES 27% 29% 30% 16% 27% 33% 38% 39% 38% 40% 33% 37% 35% 32% 32% 43% 39% 29% Global Australia UK Singapore France Germany Disagree/Strongly Disagree Agree/Strongly Agree Neutral Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree. 6 I am comfortable having artificial intelligence (e.g., chat bots, robots, virtual assistants, intelligent machines, etc.) used in other areas of my life and believe it could improve interactions with social service agencies.
  7. 7. MODERATE PERCENTAGES (37%-52%) AGREE THAT USING A VIRTUAL AGENT TO HELP CITIZENS GET QUICKER RESPONSES TO QUERIES WOULD BE AN APPROPRIATE USE OF AI IN SOCIAL SERVICES Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree. 22% 23% 22% 12% 23% 28% 36% 40% 38% 36% 32% 35% 42% 38% 39% 52% 44% 37% Global Australia UK Singapore France Germany Disagree/Strongly Disagree Agree/Strongly Agree Neutral 7 Using a virtual agent to help citizens get quicker responses to queries would be an appropriate use of artificial intelligence (AI) in social services.
  8. 8. https://www.linkedin.com/in/rainer-binder-092539107/ rainer.binder@accenture.com @Binderra RAINER BINDER Managing Director Social Services, Accenture 8 FOR MORE INFORMATION VISIT US AT WWW.ACCENTURE.COM OR CONNECT WITH
  9. 9. 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%. 9
  10. 10. ABOUT ACCENTURE 10 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 https://www.accenture.com/gb-en/insight-making-personal-possible. Copyright © 2017 Accenture. All rights reserved.

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