e-Devlet Ölçümleme: Accenture

(2014) Digital Government: Pathways to Deliver Public Services for the Future
A Comparative Study of Digital Government Performance Across 10 Countries“New digital technologies emphasizing speed and mobility are fundamentally changing the way we live, work and interact with each other. They are providing unprecedented opportunities for governments, enabling them to radically transform their complex bureaucracies to become more agile, citizen centric and innovative. Many countries have launched digital strategies in the last three years, but definitions of digital vary from being an umbrella term for a set of technologies and their applications (for instance, mobility, analytics, big data and cloud) to a new way of public service delivery to a holistic concept of a digital society. Like never before, governments are experimenting with innovative, technology-enabled service delivery models, which are starting to transform the way they work. “

(2009) Leadership in Customer service:
Creating Shared Responsibility for Better Outcomes“For the last eight years, Accenture has conducted research in more than 20 countries to help government organizations better understand how they can excel at serving their customers and citizens. In building up a strong body of evidence from around the world, we have found that organizations that achieve high performance through customer service have four critical elements in place:

• They are citizen-centric; that is, they organize their services and information around their citizens’ needs and circumstances.
• They use a variety of channels to provide information and services to people and strive for seamless coordination between these channels.
• They work together at the local, regional and national levels to provide integrated services.
• They actively reach out to their customers; working to ensure that people are well informed about the services they offer so that customers can use their services easily, and understand what is expected of them in return.”

(2007) Leadership in Customer service:
Delivering on the Promise“The hallmark of high performance in The hallmark of high performance in government is public service value creation, providing better social outcomes in a cost-effective manner. Accenture’s point of view is that delivering greater public service value is a direct result of leadership in customer service. High-performing governments develop service models that are founded on a citizen-centric point of view, and this focus permeates the organization. What that means in practice is that their services are constructed and delivered in a way that makes the most sense for the citizen—irrespective of agency boundaries, in the manner of citizens’ own choosing and with the backing of considerable communication and readily available support—so that citizens feel well equipped to conduct their business with the government.”

(2006) Leadership in Customer service:
Creating Shared Responsibility for Better Outcomes CLICK HERE FOR PRESENTATION
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(2005) Leadership in Customer service:
New Expectations, New Experiences“Government agencies face the seemingly contradictory imperatives to reduce the cost of customer service and compliance while at the same time improving service quality and delivering a more  personalized experience. Over time, many have  instituted reform initiatives that they hoped would address these imperatives, and ultimately, lead to high performance and the achievement of greater public-sector value—better outcomes at a better cost. 1 Among the most prominent of these initiatives has been the push for eGovernment.For five years Accenture has produced an in-depth survey of the global eGovernment landscape—the trends, pitfalls and most innovative practices of governments around the globe with respect to online service. During that time, we have seen many governments subscribe to the premise that simply moving services online was in itself a “good thing,” and that eGovernment would undoubtedly deliver benefits if adopted. “

(2004) Leadership in Customer service:
High Performance, Maximum Value“This is the fifth year Accenture has surveyed the international eGovernment landscape. Our goal in these eGovernment Leadership reports is to provide insights into trends and examples of some of the most innovative practices to help governments learn from each other and improve their overall eGovernment performance. Clearly the most consistent trend in government as a whole over time is that governments try to take the finite resources they have and put them to use for the greatest public good. Governments are under constant pressure to improve the quality and cost-effectiveness of service delivery. To meet the incessant demands on their limited resources, Accenture believes that they need to transform into high-performance governments.“

(2003) Leadership in Customer service:
Engaging the Customer“Accenture has mapped the international eGovernment landscape for four years. The goal of our eGovernment Leadership Report series is to describe global trends and to provide recommendations for improving online services and delivering innovative solutions. We have seen significant changes during that period.Just as eGovernment has changed during that time, our approach has also evolved. We have introduced additional avenues of research to continue to provide the most valuable information to our government audience. We have moved from a straightforward ranking of countries on quantitative measures alone in our first year, to last year’s inclusion of both quantitative and qualitative research.“

(2002) egovernment Leadership
Realizing the Vision“Governments began outlining their visions for online service delivery from some five years ago, and, since that time, have had varying degrees of success in turning those visions into reality. The benefits are clear – faster, cheaper, more personalized and efficient service delivery that citizens and businesses can access 24×7. Realizing those benefits has, however, proven somewhat elusive. In moving government online, the challenges are complex – legal, administrative, regulatory, social and political forces combine to create a delicate mix of stakeholders that must be managed in the transition to online government.“

(2001) eGovernment Leadership
Rhetoric vs Reality – Closing the Gap“Online service delivery has never been higher on the political agenda than it is today. From the United Kingdom to the United States, Belgium to Brazil and Malaysia to Mexico, governments are talking about the significant benefits that can be realised by migrating traditionally paper-based and face-to-face services to the Internet. Governments also understand these services must be customer focused, cost effective, easy to use and value-added for citizens, businesses and the governments themselves.But when we move beyond the rhetoric, what progress has been made in the development of eGovernment? What actions have national governments taken to turn their vision into reality? What opportunities exist for countries to truly exhibit eGovernment Leadership?“