The document summarizes key insights from a survey of over 6,000 citizens across six countries regarding their views on public services. Some of the main findings include: over half of citizens trust their government with personal data; citizens want governments to use technology like AI to enhance security and deliver improved services; and around 70-80% of citizens support greater collaboration between government and private sector on innovation.

1. 1
WHATDO
CITIZENS
WANT?10 KEY INSIGHTS FOR PUBLIC SERVICE
Results from Part 1 of the 2018
Accenture Public Service Citizen Survey

2. 2
How do citizens
around the
world think
and feel about
public service?
FRANCE
SINGAPORE
AUSTRALIA
UNITED
KINGDOM
GERMANY
UNITED
STATES
We asked more than 6,000 citizens
in six countries for their opinions on
more than 50 public service topics.
10 KEY
RECOMMENDATIONS
EMERGED

3. 3
TRUST LEVELS ACROSS AGENCIES VARYSLIGHTLY BY COUNTRY
65% 59%
GERMANY
52%
US
54%
AUSTRALIA
51%
UK
56%
FRANCE
From considerably higher in: To slightly higher in: To slightly lower in:
SINGAPORE
of citizens trust government
– across agencies, including
border agencies, human services
agencies, and tax agencies –with
their personaldata
>55CITIZENS WANT
GOVERNMENT
TO CONTINUE
TO BUILD ON A
FOUNDATION
OF TRUST
%
Percentage on all slides are based on the following counts: All citizens surveyed (n=6,031), Australia (n=1,005),
France (n=1,000), Germany (n=1,011), Singapore (n=1,001), United Kingdom (n=1,004), United States (n=1,010).

4. 4
of citizens are less confident
today than 12 months ago in
government’s ability to protect
against cyber threats and attacks
62
76% 73%35% Feel less
confident
GERMANY
70%
UK AUSTRALIA
60% 61%
US FRANCE
In Germany, the UK, and Australia,
IN SINGAPORE percentages are higher:
Citizens in the US and France
agree with the overall response:
CITIZENS WANT
GOVERNMENT
TO HELP THEM
FEEL MORE
SECURE
Percentage on all slides are based on the following counts: All citizens surveyed (n=6,031), Australia (n=1,005),
France (n=1,000), Germany (n=1,011), Singapore (n=1,001), United Kingdom (n=1,004), United States (n=1,010).

5. 5
of citizens think increased use
of technology by police, border
agencies and government as a
whole will make them more
secure
67% 63% 62%
>60%
59%
FRANCE
59%
AUSTRALIASINGAPORE US UK
60%
GERMANY
From slightly higher: To in line with the overall response:
CITIZENS WANT
GOVERNMENTTO
USE ADVANCED
TECHNOLOGY
TO ENHANCE
SECURITY
CITIZENS ACROSS COUNTRIES SHARE SIMILAR INTERESTS
Percentage on all slides are based on the following counts: All citizens surveyed (n=6,031), Australia (n=1,005),
France (n=1,000), Germany (n=1,011), Singapore (n=1,001), United Kingdom (n=1,004), United States (n=1,010).

6. 6
7IN 10citizens seek guidance from government
on a range of topics, from how to manage
healthcare costs in retirement, to how
change will affect them, to how artificial
intelligence will improve their lives
74% 69%73% 72%
US FRANCE
67%
GERMANYSINGAPORE
69%
UK AUSTRALIA
Even more than 7 in 10 in: Whereas slightly fewer do so in:
CITIZENS WANT
GOVERNMENT’S
HELP IN PLANNING
FOR THE FUTURE
CITIZENS LOOK TO THE GOVERNMENT FOR GUIDANCE
Percentage on all slides are based on the following counts: All citizens surveyed (n=6,031), Australia (n=1,005),
France (n=1,000), Germany (n=1,011), Singapore (n=1,001), United Kingdom (n=1,004), United States (n=1,010).

7. 7
>50%
SUPPORT FOR PUBLIC SERVICE USE OF ARTIFICIAL INTELLIGENCE
73% 54% 47%
AUSTRALIA
47%
GERMANY
46%
UK
52%
FRANCE
Is even higher in: In line with the overall response in: Slightly lower in:
SINGAPORE US
CITIZENS WANT
GOVERNMENT TO
USE ARTIFICIAL
INTELLIGENCE
TO DELIVER NEW,
IMPROVED SERVICES
of citizens support the use of AI in
public service, to deliver new or
improved services
Percentage on all slides are based on the following counts: All citizens surveyed (n=6,031), Australia (n=1,005),
France (n=1,000), Germany (n=1,011), Singapore (n=1,001), United Kingdom (n=1,004), United States (n=1,010).

8. 8
citizens support artificial
intelligence for faster tax
refunds, virtual reality to better
manage retirement, cross-
agency data sharing to increase
border safety, and a single online
portal to access all their public
services on one platform
~2IN3
64%73% 65%
USFRANCE
61%
AUSTRALIA
62%
GERMANYSINGAPORE
63%
UK
Is even higher in: Citizens across other countries concur with the overall response:
CITIZENSSUPPORT
GOVERNMENT
USE OFEMERGING
TECHNOLOGIESTO
PROVIDEBETTER
AND FASTER
SERVICE
SUPPORT FOR EMERGING TECHNOLOGIES
Percentage on all slides are based on the following counts: All citizens surveyed (n=6,031), Australia (n=1,005),
France (n=1,000), Germany (n=1,011), Singapore (n=1,001), United Kingdom (n=1,004), United States (n=1,010).

9. 9
SUPPORT FOR DEDICATING RESOURCES TO INNOVATION
63% 57%
SINGAPORE
52%
GERMANY
33%
UK
51%
AUSTRALIA
55%
US
Is higher in: Citizens across other countries are more in line with the overall response:
FRANCE
CITIZENS WANT
GOVERNMENT
TO INVEST
MORE IN
INNOVATION
of citizens believe government
should reinvest savings from
innovative programs into the creation
of cross-industry innovation teams
50%
Percentage on all slides are based on the following counts: All citizens surveyed (n=6,031), Australia (n=1,005),
France (n=1,000), Germany (n=1,011), Singapore (n=1,001), United Kingdom (n=1,004), United States (n=1,010).

10. 10
80%
EXPECTATIONS FOR GOVERNMENT INNOVATION
75%
75%
77% SINGAPORE
67% GERMANY
71% UK
69% AUSTRALIAUS
Slightly higher in:
Citizens’ support in other countries matches overall rate.
Only slightly lower in:
FRANCE
CITIZENS WANT
GOVERNMENTTO
COLLABORATE
WITH THE PRIVATE
SECTOR TO INNOVATE
EVEN MORE
want government to work withthe
private sector to develop more
innovative public services
>70%
Support for public/private
collaboration:
88% SINGAPORE
71% GERMANY
Percentage on all slides are based on the following counts: All citizens surveyed (n=6,031), Australia (n=1,005),
France (n=1,000), Germany (n=1,011), Singapore (n=1,001), United Kingdom (n=1,004), United States (n=1,010).
of citizens expect government
technology leaders and local
governments to innovate more

11. 1
1
EXPECTATIONS FOR GOVERNMENT INNOVATION
POSTAL DELIVERY OPTIONS DESIRED
45%52% 51%
SINGAPORE
39%
GERMANY
40% 40%
UK AUSTRALIAUS
More than 1 in 2 citizens seek
more personalization in:
Other countries’ citizens in line
with the overall response:
FRANCE
CITIZENS WANT TO
PERSONALISETHEIR
EXPERIENCE WITH
GOVERNMENT
citizens agree that personaliseddigital
experienceandcontentshouldbea priority
for higher education and non profits
say choice around postal delivery options (e.g. timing, delivery
location) drive online buyingdecisions>50%
51% Prioritise delivery locations 51% Prioritise timing of delivery
IN FRANCE ACROSS OTHER COUNTRIES
4IN10
Percentage on all slides are based on the following counts: All citizens surveyed (n=6,031), Australia (n=1,005),
France (n=1,000), Germany (n=1,011), Singapore (n=1,001), United Kingdom (n=1,004), United States (n=1,010).

12. 1
2
EVEN MORE CITIZENS WANT TO PROVIDE PERMISSION
85%
US
78%85% 81% 80%
AUSTRALIAGERMANY UKFRANCE
For government to share their data in: Citizens are more in line with
the overall response:
86%
SINGAPORE
of citizens want to give government
permission to share their data
across agencies to enable better,
more convenient services
>80%CITIZENS ARE
WILLING TO GIVE
ACCESS TO THEIR
PERSONAL DATA
IN EXCHANGE
FOR IMPROVED
SERVICES IN2 3
Percentage on all slides are based on the following counts: All citizens surveyed (n=6,031), Australia (n=1,005),
France (n=1,000), Germany (n=1,011), Singapore (n=1,001), United Kingdom (n=1,004), United States (n=1,010).
citizens believe border agencies
sharing traveler data with other
government agencies will make
borderssafer

13. 1
3
TO LEARN
MORE FROM
OUR EXPERTS,
CONNECT,
FOLLOW OR
CONTACT
PUBLIC ADMINISTRATION
MARK HOWARD
CITIES
SIMON GILES
REVENUE
DAVID REGAN

14. 1
4
SOCIAL SERVICES & EMPLOYMENT
RAINER BINDER
PENSIONS
OWEN DAVIES
HEALTH & HUMAN SERVICES
RYAN OAKES
EDUCATION
JONATHAN FRY
NON-PROFIT
ELAINE TURVILLE
POSTAL
BRODY BUHLER

15. 1
5
JAMES SLESSOR
DEFENCE
ANTTI KOLEHMAINEN
PUBLIC SAFETY
MANAGEMENT CONSULTING
BERNARD LE MASSON
TECHNOLOGY CONSULTING
CARL WARD
BORDERS
JAMES CANHAM

16. 1
6
ABOUT
ABOUT THEACCENTURE
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 specialised 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 442,000 people serving clients in more than
120 countries, Accenture drives innovation to
improve the way the world works and lives.
For more fresh thinking and proven
solutions for a digital world, visit
Accenture Public Service: Experience that
counts, innovation that works and outcomes that
matter for citizens, workers and communities.
RESEARCH
Study results are based on a sample of more than
6,000 citizens aged 18 or older who completed
an online survey in October-November 2017,
with the sample by country as follows:
United States n=1,010 Singapore n=1,001
Australia n=1,005 France n=1,000
United Kingdom n=1,004 Germany n=1,011
Copyright © 2018 Accenture. All rights reserved.
Accenture, its logo, and High Performance Delivered are trademarks of
Accenture.
Results for the overall sample in this report are
statistically significant with a confidence level of 95%
and a margin of error of +/-1.6%. Results for each country
are statistically significant with a confidence level of 95%
and a margin of error of +/-3.1%.