Towards digital technology, respondents in India hold a favorable attitude and see an important role for technological innovation in public service delivery
Government and public services in India have been effective in using digital technology to respond to the COVID-19 pandemic, that what around 80 per cent of Indian citizens feel, according to a new ‘EY Connected Citizen Survey’. Towards digital technology, respondents in India hold a favourable attitude and see an important role for technological innovation in public service delivery, it said.
Ipsos MORI, a market research firm had conducted the survey with 1,000 respondents from India between the age 18 and 50, and globally 12,100 respondents across 12 countries, an EY statement said.
According to the survey, 73 per cent of the Indian respondents believe technology will change public services for the better, and 71 per cent think the pandemic will lead to greater use of digital technology in their daily lives in the future.
In order to access a service, 63 per cent Indian citizens feel comfortable in sharing their personal data online with the government, the survey revealed.
Gaurav Taneja, Partner and Leader, Government and Public Sector, EY India, said digitisation is the new normal and the Indian Government was quick to adopt technologies, especially during the pandemic, to deliver safe, secure and improved digital services to all citizens.
Replacing face-to-face human interaction, respondents in India are comfortable with digital technology and are inclined to use an artificial intelligence powered chatbot to communicate with the government, the survey found.
They want the government to prioritise making certain services available online including pension planning, resources to help people set up businesses and providing more ways for citizens to have an online say in government decision making.
Lookingahead to the future, 81 per cent of the Indian respondents think that digital technology will change the way they bank and shop, 80 per cent think that it will change the way they work/study, and 79 per cent think that it will change the way they entertain themselves.