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More Than Half of People are Frustrated by Digital Government Services

GovExec: “People want an easy-to-use digital government customer service experience, according to an Accenture report released Wednesday, as more than half of respondents found it frustrating to access government services. According to the report, people want their government service experiences to be simple, secure and have a human element. Specifically, respondents said it should be simple and easy for people to get the help they need, governments should strengthen security practices and there should be a balance between human and digital interactions. In particular, the report found that most people complained about lengthy and confusing processes when it comes to public services. Only 36% of people said that government agency processes and interactions are intuitive and 41% said that government processes are clear and understandable. Notably, 46% of respondents said they would be more likely to use digital technology to access government services if the technology was easier to use…”

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