The study, "Leadership in Customer Service: New Expectations, New Experiences," is Accenture's sixth annual global report on government service delivery. In a departure from previous reports, the 2005 study goes beyond measuring the extent to which governments offer services online to investigating their leadership in delivering true customer service - the value they bring to their citizens through multiple channels.
Weiterlesen: Canada leads in customer service maturity, according to Accenture study
Public Works and Government Services Canada (PWGSC) released the 2005 annual report for the Government On-Line (GOL) initiative late last week. It showed Web-based interactions with the government quadrupled over the last three years. GOL was launched six years ago to provide online access to the 130 most commonly used federal services.
Weiterlesen: Canada: Feds ready to add services to GOL plate
Predictions on the Canadian Government Sector in 2005, produced by IDC, suggests that e-service roll-out will be a priority for no more than a quarter of government IT project managers in 2005. This compares with it being a priority for 42 per cent of project managers in a similar survey two years ago.
“By making this information available on the website, we have lowered our delivery costs and increased its availability to everyone,” said Mayor Doug McCallum on behalf of Council. “COSMOS is a good example of how we can use technology to increase our level of service to our residents and business community.”
Weiterlesen: Canada: City of Surrey Launches COSMOS - Surrey Mapping On-Line System
Electronic service delivery, for years the most important issue for the federal public sector, is not the priority it once was, according to a recent joint IDC/Technology In Government study of public sector IT spending in 2005, which also indicates subtle shifts in the way government sees the role of IT.
Weiterlesen: Canada: Government crafts strategies beyond e-service delivery