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- Global
- United States
Most respondents still don’t frequently access government through digital channels
Few users surveyed access digital government services frequently. Only 25% of respondents often and always interact with government through digital channels. This leaves governments with a long journey ahead, especially for countries with low usage rates.
- Global
- United States
The public/private satisfaction gap for government services ranges from 38% in South Africa to 8% in Singapore
Satisfaction with government services in Singapore is relatively high. Singapore’s Life SG app assembles a wide variety of government programs through a single interface. Citizens can search for programs and apply for more than 70 services on the Life SG app.1
Satisfaction with digital government services on average lags the private sector by nearly 20%
Nearly all online government services that were covered in the survey have respondent satisfaction levels below the private sector services that were asked about. Delivering some of these services through a life event approach could improve satisfaction.
- Global
- United States
Use of digital government services varies significantly across demographic groups surveyed
While the shift toward online services during COVID-19 made things easy for many, for some it made things more difficult. COVID-19 highlighted the digital divide and how unprepared some governments were to bridge it.
Use of digital government services varies significantly across demographic groups surveyed
While the shift toward online services during COVID-19 made things easy for many, for some it made things more difficult. COVID-19 highlighted the digital divide and how unprepared some governments were to bridge it.
- Global
- United States
- Global
- United States
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Acknowledgments
The authors would like to thank Aishwarya Rai and Thirumalai Kannan D. of the Deloitte Center for Government Insights for contributing to survey analysis. The authors would also like to thank David Levin, Satish Nelanuthula, Rohith Reddy Alluri, and Srinivasarao Oguri for their advice on the survey instrument and analyzing the survey data. They would also like to thank Meenakshi Venkateswaran for her help in designing the graphics of the report.
The authors would like to thank Aishwarya Rai and Thirumalai Kannan D. of the Deloitte Center for Government Insights for contributing to survey analysis. The authors would also like to thank David Levin, Satish Nelanuthula, Rohith Reddy Alluri, and Srinivasarao Oguri for their advice on the survey instrument and analyzing the survey data. They would also like to thank Meenakshi Venkateswaran for her help in designing the graphics of the report.
The authors are also grateful to Art Stephens, Bruce Chew, John O’Leary, Rebecca Kapes Osmon, and Joe Mariani for their reviews at critical junctures and contributing their ideas and insights to this survey report.