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July 16, 2003

Accenture: Customer satisfaction driving egovernment

Apr 09 2003: Canada leads the world in terms of overall egovernment maturity, according to a new study from Accenture.

For the third year in a row, Canada was judged to have the best egovernment initiatives.

Accenture’s analysis considered a variety of factors, including how well each government’s services incorporate customer relationship management (CRM) practices, as well as the level of maturity with which each government delivers electronic services.

According to the study, Canada’s eGovernment initiative is differentiated by its customer-service vision; methods for measuring success of services; broad, integrated approach to offering government services through multiple service-delivery channels; and a cross-agency approach to online services.

Further, the government has placed its citizens and businesses at the core of its eGovernment initiative, identifying services for individual customer segments, and government executives view eGovernment as an evolutionary process that is part of a broader service transformation effort.

Rounding out the top 10 countries in terms of overall egovernment maturity are Singapore, the United States, Denmark, Australia, Finland, Hong Kong, the United Kingdom, Germany, and Ireland.

Accenture also found that customer satisfaction is the key factor driving the development of online government services around the world.

Approximately 93 percent of government executives surveyed by the company said that improving satisfaction was a key factor in influencing adoption of online government services.

Eighty-three percent said that customer demands for new and better services was also a factor driving the development of services, while 77 percent cited the need to meet performance targets.

Only 51 percent of executives surveyed by Accenture said that the pressure to reduce costs was a factor influencing adoption of online government services.

July 16, 2003 at 08:28 AM in Web lifestyle | Permalink | Top of page | Blog Home