Accenture recently conducted its 2003 "eGovernment Report." The report found that many government agencies and departments are ripe for CRM development. Key findings include:
- Primary factors driving the development of service delivery initiatives include improving citizen satisfaction, customer demands for new/better service, and government performance targets.
- Governments want to use their online channels as a way to provide a more tailored experience and redeploy resources for greater effectiveness.
- Italy and Mexico were among the top four countries in terms of largest increases in CRM scores, with jumps of 15.46 and 15.19 percent respectively.
- Governments are becoming more comfortable with using the term customers to describe those they serve, with 69 respondents saying they consider citizens as customers.
