Accenture's fifth annual global e-government study
Accenture's fifth annual global e-government study
Accenture's fifth annual global e-government study
You also want an ePaper? Increase the reach of your titles
YUMPU automatically turns print PDFs into web optimized ePapers that Google loves.
Services were categorized into three levels—publish,<br />
interact and transact—reflecting the maximum<br />
maturity at which a particular service could be<br />
offered. Within each level, services were scored at<br />
three levels to show the maturity they had reached.<br />
Two measures were used to determine the<br />
eGovernment maturity of the countries in the<br />
research: service maturity and customer relationship<br />
management. These measures were then combined<br />
to calculate each country’s overall maturity.<br />
Measurement criteria<br />
Service maturity<br />
Service maturity measures the level to which a<br />
<strong>government</strong> has developed an online presence. It<br />
takes into account the number of services for which<br />
national <strong>government</strong>s are responsible that are available<br />
online (service maturity breadth), and the level<br />
of completeness with which each service is offered<br />
(service maturity depth). Service maturity overall is<br />
the product of service maturity breadth and service<br />
maturity depth.<br />
Service maturity definitions<br />
• Publish—passive/passive relationship<br />
The user does not communicate electronically<br />
with the <strong>government</strong> agency and the agency does<br />
not communicate (other than through what is<br />
published on the website) with the user.<br />
• Interact—active/passive interaction<br />
The user must be able to communicate electronically<br />
with the <strong>government</strong> agency, but the agency<br />
does not necessarily communicate with the user.<br />
Where interaction occurs between user and<br />
agency, the user may receive individualized<br />
responses to questions but the process is not<br />
considered a complete end-to-end transaction.<br />
• Transact—active/active interaction<br />
The user must be able to communicate electronically<br />
with the <strong>government</strong> agency, and the agency<br />
must be able to respond electronically to the user.<br />
Transact substitutes a formal process previously<br />
carried out on paper or by attending an office in<br />
person, and there must be some form of exchange<br />
that confirms the transaction is valid.<br />
Customer relationship management<br />
Customer relationship management measures the<br />
extent to which <strong>government</strong> agencies manage<br />
interactions with their customers (citizens and businesses)<br />
and deliver service in an integrated way.<br />
This includes understanding how customers want to<br />
interact, what services they need and how they are<br />
delivered. These factors are evaluated across five<br />
required building blocks: insight, customer service,<br />
interactions, organization and networks, and a separate<br />
support measure.<br />
• Insight—Does <strong>government</strong> remember me When<br />
revisiting a website, does it know where and when<br />
I have interacted with <strong>government</strong> previously and<br />
use the information it already holds on me to<br />
offer a more tailored service<br />
• Customer service—Does the website offer helpful<br />
information related to the type of transaction<br />
I am performing or based on my user history<br />
Is the help unprompted or do I need to seek it<br />
Customer service measures whether or not <strong>government</strong><br />
adequately supports users during their<br />
online interactions.<br />
• Interactions—Can I interact with the <strong>government</strong><br />
via related <strong>government</strong> contact points and websites<br />
Interactions measures the degree to which<br />
services can be accessed through multiple channels<br />
and the ease of those interactions.<br />
• Organization—How effectively is the service delivered<br />
Is it organized around the citizen or business<br />
needs or is it necessary to understand internal<br />
<strong>government</strong> structures to find the service needed<br />
Organization measures the degree to which the<br />
services satisfy the customers and are efficiently<br />
delivered.<br />
• Networks—Is it possible for me to access other<br />
value-added services, including those offered by<br />
non<strong>government</strong> organizations, via similar channels<br />
Networks measures the degree to which<br />
<strong>government</strong> agencies integrate their services and<br />
delivery channels with other organizations to provide<br />
added value to the citizen, either through<br />
convenient bundling or more access points.<br />
• Support—Is this site integrated with other channels<br />
of communication (for example, a call center)<br />
to assist me in finding information or completing<br />
a transaction Support measures whether or not<br />
it is easy for the user to find alternative means<br />
to get access to the services if required.<br />
107
Change language