Background / Objectives
The Digital Government Perception Survey (Businesses) is conducted annually by the Smart Nation and Digital Government Office (SNDGO) and the Government Technology Agency of Singapore (GovTech) to assess the business community’s satisfaction of key digital government services initiatives and to identify areas for further improvement.
The survey was conducted from October to December 2017 for the reporting period of FY2016 (i.e. 1 April 2016 to 31 March 2017).
1,600 businesses, representative of the following Singapore’s industry sectors were surveyed. Data collection was done through telephone interviews. Business sectors surveyed include:
- Community, Social & Personal Services;
- Financial & Business Services;
- Manufacturing; and
- Transportation, Storage & Communications.
Almost all the businesses (100.0%) used digital government services for their operations in the past 12 months of the financial year. 92.0% of businesses would provide positive feedback on digital government services if asked. About 6 in 10 of businesses have 1 to 3 digital transactions with Government agencies in the past 12 months. 64% of business would use digital government services at least once every month, but not every week.
92.3% of the business respondents expressed satisfaction with the overall quality of digital government services (rating of 4 and above - out of a scale of 6). 63.7% of the respondents expressed that they were satisfied or very satisfied with the services (rating of 5 and above - out of a scale of 6). The results were comparable to previous years.
74.0% of respondents made payments to the Government in the past 12 months, with the most common payment mode was online via bank transfer or GIRO facilities. Among those who made payments to the Government 96.2% expressed satisfaction with the e-payment services provided by the Government (rating of 4 and above - out of a scale of 6), while almost 73.3% were satisfied or very satisfied (rating of 5 and above - out of a scale of 6).
Overall Satisfaction of Businesses with Government Digital Services