Accenture's fifth annual global e-government study

Driving value through
eGovernment
Accenture has developed the Accenture Public Sector
Value Model (detailed in the sidebar on page 39) to
help government agencies analyze how they deliver
value to citizens and how they can improve their
performance to deliver increased value. While this
model is not focused on eGovernment specifically,
its principles can be applied to help governments
take a more balanced approach to their online programs
that will further them on their journeys to
becoming high-performance governments.
Specifically, its focus on outcomes and costeffectiveness
can help government agencies consider
the wider transformational opportunities that
eGovernment offers and, conversely, to be more
skeptical about the benefits of some more superficial
approaches to putting government services online.
This is an important point, as many governments
have set targets in the past that were misaligned
with what constitutes real value for their citizens.
High performance is
driven by outcomes
and cost-effectiveness
Adopting the Accenture Public Sector Value Model,
it is clear that eGovernment strategies will add value
when they:
• Improve an agency’s delivery of its statutory
purposes.
• Meet stakeholder expectations more effectively.
• Enable both of these outcomes more costeffectively
than other strategies.
It is unlikely that just replicating existing services
electronically will maximize the opportunity to add
value when judged against this standard. Effective,
value-adding strategies will use the opportunities
presented by Internet-based technologies to alter
the business model for the delivery of government
services dramatically. In some cases, services will
be transformed (and improved) so radically that
old service models will disappear completely. Such
strategies will have targets that are clearly quantified
in measurable outcomes.
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