SAP Study Shows Residents Are Requesting Digital Transformation in Civic Services

November 13, 2018 BARCELONA — City residents demand smarter innovations when it comes to their government services, but only on the condition their data remains secure and private, according to the global Citizen.e Survey conducted by sentiment research firm and SAP SE (NYSE: SAP).

The survey was designed to provide insight into how people perceive, interact with and prioritize public services and how they value trust and transparency.

Today, people embrace digital transformation and want innovations that provide value daily. When engaging with government, they expect easy-to-use self-service tools that offer the same level of convenience found in their consumer experiences. Key highlights from the study include:

  • Thirty-eight percent of U.S. residents surveyed cited saving time as their primary reason for digital adoption; this number rises to 47 percent for Europeans.
  • Generation Z is the most connected, educated and sophisticated generation yet, but their adoption is dependent upon trust and transparent value propositions.
  • While there are local differences in the data, residents in every country surveyed said they were optimistic about a majority of smart tech innovations in their cities.

According to the study, smart cities that invest in intelligent digital solutions will see rapid rates of adoption provided that there is a foundation of trust between the authority and the resident, because “users will not share their data if they do not believe it will be taken care of in a secure manner and reused for purposes other than which it has been asked for.”

“Government officials can simultaneously improve quality of life and foster economic growth with intelligent digital solutions,” said Peter Maier, co-president of SAP Industries. “By investing in innovative solutions that align with strategic livability and prosperity goals, public services and urban sustainability can be reimagined in a way that residents increasingly expect and appreciate.”

The Citizen.e Survey results will be featured November 13–15 at the Smart City Expo World Congress in Barcelona. Join the conversation by following SAP on Twitter at @SAPIndustries, visit and watch live presentations in SAP’s booth (Hall 2, Level 0, Street C, Stand 349).

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