数字政府

ForewordWhilst navigating the continuing economic volatility,governments around the world are trying to fulfill theirpromises to deliver economic growth, social progress,safe and secure nations, and increasing their ownproductivity. High-performing governments are goingdigital: they are providing citizen-centric public serviceat the time and place needed, thereby driving high levelsof citizen engagement and satisfaction. Accenture’slatest research confirms that digitalization is at theheart of government transformation. The adoption ofdigital technologies in government brings substantialbenefits to society and the economy.This research was conducted by Accenture and thefindings are exclusively Accenture’s. The researchwas partially funded by The Government Summit, anannual initiative of the Prime Minister’s office of theUnited Arab Emirates (UAE) and is the continuationof our ongoing thought leadership and research ondigital government as part of Accenture’s DeliveringPublic Service for the Future platform. The study isa comprehensive effort to assess the maturity andsophistication of digital government in 10 countries.We have looked at Brazil, Germany, India, Norway,Singapore, South Korea, the Kingdom of Saudi Arabia(Saudi Arabia), the UAE, the United Kingdom (UK) andthe United States (US). We follow their pathways todigital excellence and aim to provide a thorough andinsightful analysis on what sets the leaders apart.Our unique and differentiated research approachcombines three streams of analysis to provide aBernard Le MassonGlobal Managing DirectorManagement ConsultingHealth and Public ServiceAccenture Digital GovernmentPathways to Delivering Public Services for the FutureDr. Khalid Al-YahyaManaging Director - Middle EastManagement ConsultingAccenture360-degree view on the contribution of digitalto a country’s performance. We looked at currentimplementation levels of digital services, the overallservice delivery experience as well as satisfaction levelsof citizens. For that, we evaluated digital strategies ofgovernments, conducted a comprehensive benchmarkingexercise for a range of central government services,assessed their progress and looked at outcomesdelivered. We also put ourselves in the shoes of citizensand business, and explored the services offered. Inaddition, we interviewed 5,000 citizens across the 10countries to understand how satisfied they are withgovernment service provision.The study shows that digital is back with a bang andhigh on the agenda of governments. Countries that topthe charts have a strong focus on their digital strategy,deeply embedded in their public reform agenda. Theyare continuing long-term investment in key informationand communication technology (ICT) assets as well asleveraging the power of new technologies such as socialmedia, mobility, analytics/big data and cloud computing.All this results in highly satisfied and engaged citizensand high-performing governments.We hope that the report will serve as a trusted referencefor government leaders and public managers tounderstand their digital journey and how to best usedigital innovations to enhance interactions with thepublic as well as deliver public services more efficientlyand effectively. Digital GovernmentPathways to Delivering Public Services for the FutureResearch Scope and Methodology1.1 Ten Country Overall RankingExecutive SummaryCitizen Satisfaction Survey2.1 Are the citizens satisfied?2.2 How to improve public services for the future? Some tips fromcitizens2.3 Using digital government: Citizens demand more2.4 In a speedily changing world, are governments acting orreacting?2.5 Engaging citizens and businesses2.5.1 Achieving greater citizen participation2.5.2 Business participation2.6 The role of new technologies in the digital future2.6.1 Social media and mobility2.6.2 Cloud computing2.7 The future of public services: Are government employees ready?Citizen Service Experience3.1 Service Maturity3.2 Citizen Service Delivery Experience3.2.1 Citizen-centered interaction3.2.2 Cross-government service interaction3.2.3 Multichannel service delivery3.2.4 Proactive communication and education3.2.5 Comprehensive and updated use of new socialmedia channelsINDEXProgressing on the Digital JourneyTable of Figures 11142732 Digital Maturity: Country ProfilesUKUSBrazilIndiaSaudi ArabiaUAEGermanyNorwaySingaporeSouth KoreaAnnexure 1: Methodological Framework ofOur ResearchSources and References Pathways to Delivering Public Services for the Future7276 Digital GovernmentPathways to Delivering Public Services for the FutureFigure 1 Benefits of digitalizationFigure 2 Cutters, Builders and EnhancersFigure 3 Overall country rankingFigure 4 Components of the digital government performance scoreFigure 5 Countries overall rankingsFigure 6 Citizen satisfaction level in countriesFigure 7 Top government priorities according to citizensFigure 8 Governments’ digital principle for citizens’ top prioritiesFigure 9 Digital interaction with