Accenture's fifth annual global e-government study

Innovative practices
in eGovernment
Government executives share similar challenges
with their peers in similar agencies across the globe.
This year we once again provide a look at trends and
innovations in agencies across five areas: revenue
and customs; postal; human services; immigration,
justice and security; and education. Our goal in
presenting these examples is to illustrate how
some governments use eGovernment as a way
to enhance service delivery and deliver highperformance—providing
better outcomes more
cost-effectively.
Just as individual countries mature at different
rates, we also saw that industries across countries
also mature at different rates (see Figure 17).
Revenue continues to be the most mature industry
segment, followed by postal. This is not surprising.
The relative ease of establishing a business case for
online revenue services and the need for postal
agencies to compete against private-sector delivery
services made these industries the first area of
focus for government online programs.
Overall, we see that all segments are maturing more
slowly. This trend reflects the slowing progress of
eGovernment as a whole, as quick-win options are
diminishing.
Across all industries we found evidence of many
excellent services. Some we covered in past reports
and do not cover here, even though they continue
to be exemplary. Instead, we once again concentrate
on agencies that have further developed their services
or those that have only recently begun to
deliver an excellent online service.
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