Highly active digital citizens–“Digital Super-Users”–are pushing state governments to accelerate digital growth, according to a recent study released by Accenture.
Eighty-five percent of survey respondents indicate they expect the same or higher quality from government digital services as from commercial organizations–jumping from 73 percent in 2014. “Digital Super-Users,” or highly active digital citizens, represent 23 percent of the study population.
“Digital Super-Users” report using computers or mobile devices multiple times a day for a variety of activities, and are heavy users of social media and mobile apps. This digital demographic prefers to interact with government virtually as opposed to in-person or in-mail.
The study reveals citizens sought (and still seek) the “basics” from digital government such as: having questions answered definitively (91 percent in 2014; 68 percent today) and being assured of privacy (88 percent in 2014; 72 percent today). But, today’s citizens also reveal a high value on advanced functionality for interactions with their governments–from personalized digital experiences (54 percent) to smartphone access (44 percent) to social media integration (47 percent).
Improving digital government services would foster more positive “Digital Super-User” views toward government including: overall satisfaction (84 percent); belief that the government is forward-looking (80 percent); willingness to engage with government (79 percent); belief that government is efficient and effective (78 percent); and confidence and trust in government (75 percent).