It estimates that £1.5 billion is being wasted on complex and expensive CRM systems, and says that local and central government services and websites are no more accessible to citizens than before. Transversal argues that simple, cost-effective self-service applications hold the answer for improved and immediate e-government customer service.
In the words of Douglas Alexander, Minister for the Cabinet Office, “Online government services should be intuitive reliable, trustworthy and accessible. By ensuring that government websites are designed around the user we will drive up the numbers of people using key services.”
Recent research highlighted that 60 per cent of government websites are inefficient at resolving customer queries and that 75 per cent of CRM projects fail to deliver measurable return on investment . Gerard Buckley, CEO of Transversal, said: “Failings in public sector websites doesn’t make good reading considering the Government’s 2005 deadline. Money is being irresponsibly invested in highly expensive and complex systems that are simply not delivering greater accessibility.”
“If the public sector really wants to provide effective e-service it should be looking at the private sector’s CRM mistakes and learn from them: bearing in mind that 7 out of 10 private sector implementations failed to deliver the benefits promised. Simple web self-service systems are a much more cost-effective solution and actually directly meet customer needs.”
Quelle: PublicTechnology, 09.06.2004
