Loading...
- 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
Dig deeper into the findings
Some survey responses were consistent globally, but there were quite a few that were surprisingly different. Download the full reports to learn more.
Continue the conversation
Meet the industry leaders
Discover the Deloitte Center for Government Insights
The Deloitte Center for Government Insights shares inspiring stories of government innovation, looking at what’s behind the adoption of new technologies and management practices. We produce cutting-edge research that guides public officials without burying them in jargon and minutiae, crystalizing essential insights in an easy-to-absorb format.
Explore to learn more