More than two years after the White House announced its Digital Government Strategy to better meet citizen needs, federal agencies report positive outcomes from digital services, but remain concerned over budget constraints and costs of implementation, according to survey research conducted by Accenture Federal Services and Government Business Council.
The survey research was designed to assess the perceptions, attitudes and experiences regarding digital collaboration and service delivery of nearly 400 senior-level executives across more than 30 U.S. federal defense and civilian agencies. The findings are outlined in a report, Delivering on Digital Government.
According to the report, government executives believe digital services help drive improved collaboration within and across federal organization and help harness emerging technologies to enable people – and an increasingly mobile workforce – to access high quality information and government services.
The survey indicates that three in four respondents identified positive outcomes from digital services, including improved employee efficiency or productivity (selected by 49 percent of respondents) and increased ease of service delivery to citizens (48 percent). More than one-third (37 percent) said that digital tools also save customers time.
Yet only 33 percent of respondents said they had realized cost savings by implementing digital tools. In fact, the majority of respondents (63 percent) cite limited budgets as the biggest barrier to digital adoption, with 50 percent reporting that agencies are not allocating an appropriate level of funding to support digital tools and services.