Accenture Report Finds People Want Easy-to-Use Government Customer Services
Multi-country findings additionally present demand for non-digital choices and safe practices
NEW YORK; Oct. 12, 2022 – People need easy, intuitive digital authorities buyer providers which might be safe and guarantee privateness is protected, in keeping with a brand new Accenture report, Public service expertise via a brand new lens. They additionally nonetheless need the choices of phone or in-person providers.
The report, primarily based on survey findings in North America, Europe, and Asia-Pacific, present that as public service sectors modernize, they should give attention to holding it easy.
The % of respondents saying they needed extra digital interplay with their respective governments elevated to 39% in 2022 from 29% in 2019. However, greater than half of respondents (53%) mentioned accessing public providers is irritating and solely one-third (36%) discover authorities processes and interactions intuitive.
“The best step forward to improve customer experiences is to establish simple and secure processes so people can get what they need on the first try,” mentioned Eyal Darmon, Accenture’s world public sector buyer engagement lead. “If people – the customers — can quickly get easy questions answered via straightforward online, phone or in-person services, this frees up government workers to focus on more challenging customer service questions.”
Government Customer Priorities
People surveyed prioritized “ease of use” and “more confidence in data security and privacy” when requested what would make them extra probably to make use of digital providers. More than half (53%) say they might be keen to share extra private knowledge with authorities companies for larger comfort and effectivity. The analysis additionally discovered that whereas most individuals work together with governments lower than yearly, those that rely extra on authorities providers are the strongest supporters of accelerating digital interactions.
In addition, the analysis highlights the significance of offering environment friendly non-digital providers. More than 20% of survey respondents mentioned they lack high-speed Internet entry at residence, and greater than 40% choose in-person or phone entry as high methods of accessing authorities data.
“Prioritizing customer service in government is about seizing opportunities to deliver better experiences and outcomes for all,” mentioned Kevin Ellenwood, public sector lead in Accenture Song (previously Accenture Interactive). “Yes, we see lots of rising interest in and emphasis on digital channels, but the core goal is better serving people, not forcing a specific channel.”
Government Workers’ View
The analysis additionally gauged perceptions of presidency employees on customer support subjects. Of observe, authorities employees expressed sturdy constructive views about their work, employers and use of expertise. For occasion, 87% mentioned they really feel empowered by their work, 84% mentioned they really feel supported by their employer, and 94% expressed confidence of their capability to make use of new digital instruments when supplied by their employer.
However, many authorities employees famous that they had restricted cyber-security coaching. Only one-third of presidency employees mentioned they obtain common coaching on cyber and knowledge safety, and basically the survey discovered sturdy authorities employee curiosity in coaching to enhance their talents to serve authorities prospects.
“Continuous education and training on cyber-security could help increase government workers’ and customers’ confidence in digital government services,” added Darmon. “Cyber-security should always be front-and-center as an ongoing priority.”
Research Methodology
Accenture Research surveyed 5,500 customers and three,000 public service employees throughout March-April of 2022 throughout Australia, Canada, France, Germany, Italy, Japan, Singapore, Spain, the United Kingdom and the United States.
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