Senior Partner & Managing Director
Users are accessing digital government services more often, and satisfaction is increasing. In fact, many users think digital government services are better than those of the private sector. But more than 60% of users still experience a problem when accessing services, so governments can continue to improve. Explore these trends in the slideshow below.
BCG’s 2016 survey of digital government services is the most comprehensive yet to cover the use of, and satisfaction with, these services. The survey, conducted with the support of Survey Sampling International, includes more than 13,000 respondents in 20 countries and Hong Kong and covers 25 digital government services.
The major findings with respect to users include:
Based on the survey and our client experience, key findings with respect to governments include the following: