Despite having invested billions of dollars moving services and information resources online, governments around the world are still struggling to meet citizens' growing expectations for better customer service, according to the results of a study released Thursday by Accenture.
The study, "Leadership in Customer Service: New Expectations, New Experiences" which surveyed 9,000 adults in 22 countries, revealed that all countries experienced a drop from previous years' overall e-government maturity scores. The average score, which measures how well governments are delivering services across multiple channels, was just 39 percent. Only Canada scored more than 50 percent. Countries that fared worse tended to be those with an emphasis on solely the e-government aspects of service delivery.