Accenture's fifth annual global e-government study

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The citizens’ view Future priorities 3 In general, countries’ future priorities should be to develop and promote the convenience and security of eGovernment services. In addition, expanding and promoting simple-to-use transactional services should be a key focus. People who use transactional services tend to have higher levels of satisfaction and a more favorable opinion of their government’s performance than those who use informational services alone. Simple transactions should bring in new users and, if trends hold, positively influence attitudes toward eGovernment overall. The effective bundling of services also may help take-up. Singapore and Japan, for example, have had success bundling services related to starting a new business. Quick and immediate access to a group of services means there is greater likelihood that citizens will use them. More specific priorities can be seen when countries are divided into categories based on Internet penetration rates. For each of the country types—high, medium and low penetration—we have divided eGovernment services into quadrants based on usage, interest and impact of the service. • Critical improvement: These are services of high interest and of high potential use and impact. They should be among the immediate priorities for development. • High leverage: These are services that already are strong and of high impact and interest. Government should spend more time promoting these services. • Less critical improvement: These are services that are used infrequently, of little interest to users and of low impact to government. • Low leverage: These are services that are fairly strong but where development of the service is unlikely to add additional value. The emphasis should be on promotion for these services. High-penetration countries. In high-penetration countries, renewing or applying for passports, drivers’ licenses, marriage certificates or birth certificates are all key services to develop and promote (see Figure 13). Online health information is another priority area that will drive overall satisfaction—it is likely to be high impact, but there is capacity for improvement in quality. In contrast, applying for benefits or government jobs online are currently less critical improvement areas. These are services less frequently used and of less interest to nonusers. Filing taxes is not a critical improvement area in high-penetration countries, probably reflecting its already high rating among users. However, because it is a high-impact service of high interest to users, governments should continue to promote it. Medium-penetration countries. Tax services online represent high-leverage services in medium-penetration countries—they drive satisfaction and are highly rated. Looking for health information is an area where improvement is required—it can have a high impact on overall satisfaction and is of interest to citizens, but is underused (see Figure 14). Low-penetration countries. Online tax services are a major driver of eGovernment performance in low-penetration countries, as they are already highly leveraged. Searching for government jobs online may be a key area for improvement. This is an underused service that would likely have a positive impact on overall satisfaction. Experience levels tend to be lower for eGovernment services such as searching for government jobs and determining benefits eligibility in these countries; however, these services may hold great appeal and may be key to encouraging initial usage of eGovernment (see Figure 15). 3 We note that the recommendations we make in this section are based primarily on the results from this citizen survey, which did not cover all 206 services of the main research. Thus, there may be other services that fall into the categories of critical improvement and high leverage. While these priorities provide a starting point, we emphasize that governments need to conduct their own research on their citizens to focus their efforts most accurately. 34
Figure 13: Strategic improvement matrix: High-penetration countries Australia, Canada, Sweden, United States Importance of service Critical improvement 12 Less critical improvement 1 4 8 6 3 9 10 5 2 11 High leverage 7 Low leverage Performance of service Figure 14: Strategic improvement matrix: Medium-penetration countries Belgium, Germany, Ireland, Singapore, United Kingdom Importance of service Critical improvement 12 Less critical improvement 1 8 6 4 9 2 7 5 High leverage Low leverage Performance of service Figure 15: Strategic improvement matrix: Low-penetration countries France, Italy, Spain Critical improvement 1 10 High leverage Importance of service 7 Less critical improvement 3 6 8 5 9 Low leverage Performance of service 1. Apply for government jobs 2. Apply for passport 3. Apply for unemployment benefits 4. Cast vote remotely 5. Change address 6. Determine eligibility for benefits 7. File taxes 8. Look for health information 9. Look for tourist information 10. Obtain birth certificate/marriage license 11. Renew driver's license 12. Report minor crime 35
Page 1 and 2: The Government Executive Series eGo
Page 3 and 4: Table of contents Foreword.........
Page 5 and 6: Executive summary This is the fifth
Page 7 and 8: These challenges will have to be ma
Page 9 and 10: For the fourth year in a row, the t
Page 11 and 12: Kingdom and the Netherlands share n
Page 13 and 14: The countries in the mid-range of m
Page 15 and 16: eGovernment for service transformat
Page 17 and 18: eports that electronic filing of re
Page 19 and 20: e-services; advertisements on radio
Page 21 and 22: Building integration from decentral
Page 23 and 24: out with the same level of technica
Page 25 and 26: The citizens’ view Most of govern
Page 27 and 28: preference for Internet contact, su
Page 29: them money. (As detailed in the “
Page 32 and 33: The citizens’ view However, conce
Page 34 and 35: The citizens’ view Overall, users
Page 39 and 40: Driving value through eGovernment A
Page 41 and 42: The Accenture Public Sector Value M
Page 44 and 45: Innovative practices in eGovernment
Page 58: Innovative practices in eGovernment
Page 61: Accenture believes that service tra
Page 64 and 65: Australia 2004 Rank: 4 (joint) 2003
Page 66 and 67: Belgium 2004 Rank: 11 (joint) 2003
Page 68 and 69: Brazil 2004 Rank: 21 2003 Rank: 21
Page 70 and 71: Canada 2004 Rank: 1 2003 Rank: 1 20
Page 72 and 73: Denmark 2004 Rank: 4 (joint) 2003 R
Page 74 and 75: Finland 2004 Rank: 4 (joint) 2003 R
Page 76 and 77: France 2004 Rank: 8 2003 Rank: 12 2
Page 78 and 79: Germany 2004: 14 2003 Rank: 10 2002
Page 80 and 81: Ireland 2004 Rank: 11 (joint) 2003
Page 82 and 83: Italy 2004 Rank: 18 2003 Rank: 17 2
Page 84 and 85: Japan 2004 Rank: 11 (joint) 2003 Ra
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Malaysia 2004 Rank: 17 2003 Rank: 1
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Mexico 2004 Rank: 19 2003 Rank: 19
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The Netherlands 2004 Rank: 9 (joint
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Norway 2004 Rank: 15 (joint) 2003 R
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Portugal 2004 Rank: 20 2003 Rank: 2
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Singapore 2004 Rank: 2 (joint) 2003
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South Africa 2004 Rank: 22 2003 Ran
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Spain 2004 Rank: 15 (joint) 2003 Ra
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Sweden 2004 Rank: 4 (joint) 2003 Ra
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The United Kingdom 2004 Rank: 9 (jo
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The United States 2004 Rank: 2 (joi
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Appendix—research methodologies Q
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Appendix—research methodologies O
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Accenture's fifth annual global e-government study

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