Source page: McKinsey & Company
Commentary
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Digital | Public Sector
February 15, 2024 – US consumers are accustomed to digitized and personalized service experiences, but many government agencies have yet to modernize their systems. In a survey of 30,000 Americans, senior partner Erez Eizenman and colleagues find that although many agencies focus on boosting staff levels at call centers, consumers strongly favor digital or self-service options for online applications and electronic payment methods, for example.
To read the article, see “Great expectations: How US government agencies can meet public demand for better service,” December 5, 2023.
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Visual form
Ranked bar chart.
Layout / body structure
A single descending series of bars fills the page, with the solution labels staggered above the columns and a legend key showing which bars are digital or self-service solutions.
What is being compared
It compares preferred solutions for improving the customer experience with federal government services and ranks the options by the share of respondents who placed them in their top three choices.
Measurement system
The vertical measure is percentage of respondents, based on a sample of 29,989, and the bar labels give the exact score for each option.
Visible structure inside the graphic
Each bar is labeled with both its name and its value, the bars descend from left to right, and the blue-highlighted bars separate digital or self-service options from the gray non-digital options.
Main takeaway from the visual
The top of the ranking is dominated by digital self-service features, while more traditional support interventions sit lower in the order.
Key standout values or extremes
Online applications leads at 47, followed by electronic-payment options at 34, single sign-on at 30, and automated status updates at 29; multilingual resources and translator support sits at the bottom at 9.
Controls / sequence, when applicable
This is a static chart image with no in-chart controls to operate.
Companion media, when applicable
There is no separate companion audio or video; the chart image is the full visual on this page.