By Freya Purnell
A digitally enabled government could reduce back office costs up to 45 per cent and dramatically increase positive perceptions by citizens, according to a research report by Accenture.
The report, ‘Digital at Depth: Digital Technologies at the Heart of Public Service Transformation’, examines the digital transformation of government, and looks at the impact digital services have on a country’s economy, competitiveness, innovation, and its citizens.
The report found that a 1 per cent increase in digitalisation can mean a 0.5 per cent gain in gross domestic product and a 1.9 per cent gain in international trade.
Accenture also surveyed 6600 citizens in seven countries (including Australia, France, Germany, Singapore, United Arab Emirates, the United Kingdom and the United States).
More than 90 per cent of citizens surveyed said improved digital services would positive impact their view of government. While more than a third of citizens conduct more than half of their interactions with government digitally, and more than 76 per cent want to increase their level of digital interaction with government. Though only 54 per cent of respondents are satisfied with the current level of digital services, there is no consensus among respondents on the most important improvements governments can make to digital services. Opinions ranged from making it easier to fully complete interactions online (19 per cent) to increased awareness of digital services and how to access these (17 per cent) to making digital services easier and quicker to use (15 per cent).
“Governments have the opportunity to drive true public service transformation through digital technologies. We are at a pivotal juncture. Digital is more than a way to keep up with savvy citizens or streamline processes. It is a transformational tool that can be used to deliver public services of the future,” said Bernard le Masson, global management consulting lead for Accenture’s Health & Public Service business.
