IfG.CC -
Institute for eGovernment

Government executives are becoming increasingly comfortable with using the term “customer” to describe the citizens and businesses they serve and they are recognizing that the principles of customer relationship management (CRM) form a basis for sound eGovernment. The goal for eGovernment now is to tailor service delivery to meet citizens’ needs, as opposed to approaching it from the government side. As a result, leading governments are becoming more critical in determining which services should be online. They are focused now on providing those online services that provide a real return on investment, either through increased service effectiveness or efficiency.

Improvement in eGovernment will not come easily for many countries. The new measures of success demanded by increasing eGovernment sophistication are much more difficult to implement and track than the traditional availability targets. Moreover, with significant investments being made in eGovernment programs, Governments face the considerable challenge of improving take-up of online channels to justify their investment in them.

Accenture’s latest study of global eGovernment maturity, eGovernment Leadership: Engaging the Customer, reveals the current trends in eGovernment, the most innovative eGovernment practices of the world-leading governments and a four-phase action plan for developing future eGovernment plans that deliver maximum impact.

The study identifies five major trends in eGovernment today:

1. eGovernment matures through a series of plateaus.
   Each successive plateau acts as both a barrier to and foundation for progress to the next.
2. Value drives eGovernment visions.
   There is a growing demand for projects to deliver Return on Investment.
3. CRM underpins eGovernment.
   Improved service delivery is the key strategic imperative for leading countries and executives.
4. Increasing take-up is a priority.
   Driving up usage is one of the key challenges for mature eGovernments.
5. New eGovernment targets are needed.
   There is a recognition that broad-brush availability targets have not matched objectives.

For government executives mapping out their future eGovernment strategies, this study provides not only a broader base of understanding about the major trends and global state of eGovernment today, but also actionable advice and examples of innovative practices from the world’s eGovernment leaders.

Read the full report.

Quelle: Accenture