数字深度

ForeworDexecutive SummaryRecognising the potential of digital at depth and how to achieve itGlobal trenDSre-ShapinGpublicServiceSEffects of demography, productivity and resourceswhyDiGital atDepth?Impact of digitalisation on growthneeDSoFDiGital nativeSanDDiGital buSineSSeSFindings from the Accenture Digital Government Pulse Survey2015leaDinGby exampleSix characteristics of future-ready governments at the national levelputtinGit into practiceA policy practitioner’s guide on next practice to develop the six characteristicslaunchinGaGlobal networkCollaborating with digital pioneers at national, regional and city level458914151628 Digital at Depth3 4ForewordForewordIn 2014, at the second Government Summitin the UAE, Accenture launched a report on‘Digital Government: Pathways to DeliveringPublic Services for the Future’, which looked atthe extent of digitalisation across ten countries,in a comparative study. The study looked atdimensions of citizen satisfaction, digital servicematurity and overall service delivery experience.The results confirmed that the topic of digitaltransformation is very much back on theagenda. The United Arab Emirates performedexceptionally well in the overall citizen experiencescores, as it demonstrated a commitment to beingresponsive and engaged with their citizenry.Past attitudes in public services towardsdigitalisation saw it simply as a tool to enablegovernments to do more with less and perhapsprovide a convenient veneer to citizens toaccess a host of different services. We are nowat a pivotal juncture whereby governments havethe opportunity to drive deep transformationin public services through digital technologies.Commercial organisations have alreadydemonstrated disruptive changes to theirbusiness and operating models, enabled by digital.The micro entrepreneurs of Uber and Airbnbdidn’t exist until a few years ago. It is time forgovernments to be thinking about that disruptivechange.Frontrunners are recognising the need forinnovation (with digital at the heart of it).Public service innovation labs or ‘living labs’ aremushrooming all across Europe (e.g. Mindlab inDenmark, Future Publique in France). Leadinggovernments are constantly looking to adapt andexperiment with new service models, and usingdesign-led approaches to engage citizens. We seethat Digital is becoming trendy in government.This exclusive study titled ‘Digital at Depth’ formspart of Accenture’s ongoing thought leadershipseries – Delivering Public Service for the Future. Inthe study, we have also drawn on primary researchvia a global public service pulse survey looking atthe changing needs of digital natives, what makesfor a high quality experience and in turn wouldimprove their perception of government. At a national level, this study identifies six keycharacteristics of high performing governments,which, if upheld, will lead towards the successfuldelivery of innovative projects and digitaltransformation on a massive scale. It will help toaddress citizen demands (86 percent of citizensexpect government to offer equal or betterservices than the private sector). It draws outlessons from the case studies of digital front-runners, who have used new technologies toelevate their levels of public service provision.An exciting perspective is also provided throughcollaboration with Nesta, a UK-based innovationfoundation. Together, Accenture and Nesta arebuilding a ‘CITIE’ framework that analyses 40 citiesacross the world, assessing their performanceagainst nine policy levers. Once completed,CITIE will serve as a resource designed to helpcity governments develop policy to supportinnovation and entrepreneurship.With the two papers that have been produced forthe third UAE Government Summit, Accenturelays out a “How To” guide with specific policyrecommendations to point policymakers towardspublic service transformation that will help drivegrowth and competitiveness and build a platformfor future prosperity.Bernard Le MassonGlobal Managing DirectorPublic ServiceAccenture StrategyDr Majid AltuwaijriManaging Director –Middle EastHealth and Public ServiceAccenture Saudi Arabia Executive Summaryrecognising the potential of ‘digital atdepth’ and how to achieve itPolicymakers across all levels of government wouldnow agree that digital technology is at the heart ofa modern public service. Digitalisation has alreadydelivered significant savings, in addition to givingcitizens simpler, faster and more convenient waysof interacting with government. Its potential,however, has not yet been fully leveraged ‘at depth’.Currently, digital strategies are largely focusedon making services more efficient. While that isan important goal in itself, it doesn’t transforminstitutions, structures, processes and workforces,which are key to delivering public services in thefuture to digital natives and digital businesses.In the latest Accenture Digital GovernmentPulse survey, at least 50 percent of thecitizens surveyed see room for theirgovernment to imp