Delivering for citizens
Digital Nation Survey 2022
PwC in the Caribbean
Our survey of more than 2000 citizens from around the Caribbean reveals that most are now advocates for government digital services, believing they have the potential to improve public services and make their lives easier.
But the digital dividend is being held back by limited awareness of what’s on offer, difficulties navigating multiple sites and a lack of trust in how citizens’ data will be used and protected.
How do citizens see the digital future? How can governments and citizens work together to bridge the digital divide and realise the benefits? How can governments dial up digital inclusion, usability and satisfaction?
At a glance
Gauging expectations
Embracing digital
Caribbean citizens are keen to embrace government digital services. More than nine in ten survey respondents (91%) believe that technology can improve the quality of their lives. Two in three (66%) are advocates for the use of government digital services.
Keen for expansion
When asked about the potential for expanding digital service offerings, more than eight in ten respondents acknowledged the benefits of collaborating with local universities (84%) and private sector (83%), for service offerings.
Gauging usage
Disappointing uptake
But uptake of government digital services is still low. Despite increased use during the COVID-19 pandemic, less than half of survey respondents (46%) have accessed government services online. This is well below the 74% who’ve purchased commercial goods and services through an online or mobile platform.
Barriers to engagement
Survey respondents see the biggest barriers to use of government digital services as limited awareness and unfriendly user interfaces.
The survey also highlighted a worrying lack of trust. Less than a quarter of survey respondents believe that government institutions use the personal data shared online responsibly and ethically.
While concerns over lack of connectivity and suitable devices are less prevalent, they still affect a significant proportion of the population. Nearly two in five survey respondents (39%) believe that lack of public access to the internet would deter further usage of government digital services.
The way forward
So how can governments and citizens work together to boost take-up of digital services and realise the benefits?
One-stop access
More than eight in ten survey respondents would be more likely to use government digital services if multiple services could be accessed via an online portal (88%).
Improved communication
More than eight in ten would increase usage if there was more communication about how specific technologies can improve access to relevant services (88%).
Harnessing technology
More than eight in ten would increase usage if the government incorporates new technologies to improve services (87%).
Strengthening engagement and trust
Involving citizens up-front in designing government digital offerings would help to improve engagement and make sure the services and experience reflect their needs.
What also comes through from the survey is the importance of improving protection of personal data and being transparent over why and how it’s collected and used.
