Citizens believe their personalinformation is already being sharedbetween government agencies

Citizens are supportive of personal databeing shared between governmentagencies when it strengthens securityand facilitates efficiency

Citizens prefer a single point of accessto multiple government agencies viaone integrated website or app

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Copyright 2018

Online is the preferred engagementmethod across all services whencontacting government agencies

Preferred Engagement Method with Government Agencies

Preference of Mobile/Smartphone Engagement with Government Agencies**

Computers or tablets are strongly preferred for more complex tasks and mobile is preferred for less complex tasks.

n=2,005; Total completes

n=2,005; Total completes

n=2,005; Total completes

n=861; Total completes

n=631; Total completes

Citizens’ Expectations and Preferences When Interacting with U.S. State and Local Governments

Connected Government

Complete income tax return

Renew/obtain drivers license,passport or car registration

Find information about publicservices and infrastructure

Report incidents or issues to localgovernments/authorities for action

Top Perceptions of Personal Data Currently Being Shared Between Government Agencies

Net Support AcrossAll Three Items

Support of Personal Data Being Shared Between Government Agencies

80% 68% 64% 59%

Demographicdata

(Age, Gender, etc.)

Social securitynumber

Criminalrecord

Employmentstatus

69% 66% 66% 52%

It infringes myright to privacy

I don’t trust thegovernment

My data will notbe protected frominternal accidental

security breach

It’s not clearto me how

government woulduse the data

Top Reasons Citizens Lack Support of Personal Data Being Shared Between Government Agencies

% Support % Don’t support/Can’t say

Methods Used to Access Government Services onMobile Phone, If Available…

Connect across multiple platformsThe public requires multi-channel services. The public is heavily dependent on usingthe internet to interact with government, and is not ready for a dramatic shift to mobileor getting rid of personal interaction.

Reliable SecuritySecuring citizen information has to be a pronounced priority. Governments should identify risks and measures of success in reducing those risks. Progress in reducing risk should be tracked and reported publicly to improve trust in government’s ability to secure information.

Transparency in GovernmentImproving trust in government on information sharing requires transparency and public outreach. The public will support information sharing that benefits their safety, but the support requires trust that government will make appropriate use of the data. So, government has to engage with its community to reach agreement on how it collects, protects, and uses data.

Untethered TechnologyMobile apps and a mobile strategy should always be factored into digital transformation strategies. While any single app may not be the preferred channel, there are multiple types of interaction and transaction that have a small growing demand for using a mobile channel. So governments should focus on a single mobile app with a strong customer experience that can be expanded as demand grows for mobile interaction with government.

Access government information viagovernment agency website on your mobile

Download a single app that providesaccess to multiple government agencies

Download an app for each specificgovernment agency or department

Access government informationvia a social media page

Can’t say/no preference

57%

52%

23%

19%

13%

64%

Government willnot protect mydata from an

external attack

63%

Unauthorized peoplewithin the

governmentwill access my data

Barriers towards data sharing betweenagencies center around a right to privacy,lack of transparency, and concerns overdata security and unauthorized access

Apply for benefit payments orassistance from the government

Obtain building/constructionpermits and titles

41%44% 6%

6%7%50% 25% 12%

9%34%25% 16% 17%

5%5%39% 28%23%

33%29% 30%4%5%

n=2,005; Total completes

78%

22% 42%

58%

Personal datashared to enable

government to delivermore targeted programs

and services

40%

Personal data sharedso that you don’t have

to repeat the sameinformation to

different agencies

60%

32%

68%

Personal datashared to enable lawenforcement agencies

to identify crimeand terrorism

IN PERSONBY PHONECOMPUTER/TABLET

MOBILE NOPREFERENCE

Social media is okay for “light” interaction with government agencies, focused on frequent communications and PR. However, citizens want a “more official” presence to garner trust.

2%7%

23%52% 18%3%4%

58%

Income taxpaid

2018 Study Across Eight U.S. States* to Investigate Citizens' Perceptions of a Digital Government

*The eight U.S. states were: California, Florida, Georgia, Hawaii, Kansas, Texas, Virginia, and Washington. The research was conductedby YouGov in May-June 2018, and involved surveys with 2,005 citizens living in these eight states.**Selected mobile/smartphone for one or more government services (six services in total)

One in three citizens prefer a mobile option for accessing information and services

32%More than 50% of citizens prefer access through a single government-wide app to accessa range of services. Relatively few express interest in having multiple apps on their device, or in relying on social media for government information.

Considerations