Accenture Study Shows Citizens Want More Digital Interaction With Government

A recent Accenture Public Services Pulse Survey of more than 1,000 U.S. citizens (147 from California) revealed that citizens today are more engaged digitally than many in government assume. The survey shows that citizens are ready and willing to interact digitally with government, but are waiting for government agencies to get back to basics and make the experience simple, clear, secure and efficient. They want their transactions transparent and centered on their needs.

According to the nationwide survey, 42 percent (45 percent of Californians) reported a majority of their government interactions were handled digitally. But almost 9 in 10 (86 percent) want to maintain or increase their digital interactions. At present, only one in four (27 percent) said they were satisfied. While 35 percent of Californians indicated they were satisfied, 87 percent still state that they want to maintain or increase their digital interactions.