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The Boston Consulting Group has released a report indicating “relatively high satisfaction levels” globally among people using online government services in their country, following a survey of 12,450 digital service users, FierceGovernmentIT reported Wednesday.
Dibya Sarkar writes that the respondents were from 12 countries and used 37 separate government services, with those from developed countries reporting higher satisfaction levels than those from developing countries.
Miguel Carrasco and Peter Goss, who authored the report, also note that these government services were also given similar quality ratings to private-sector digital services.
“While the role of the public and private sector is different in each country, we take the results to indicate a strong vote of confidence in governments’ efforts so far,” they said.
Sarkar also reports on the marked usage differences between countries, as users in developing countries access the services more and particular services, such as for residency and employment, get more usage in the Middle East due to a large foreign workforce.
Other services getting the most usage cater to tax filings, health, employment and transportation.
In the report, Carrasco and Goss also recommend further improvements to the government digital services such as end-to-end online capabilities, a service-design focus, leadership buy-in and hiring service strategists.
