Accenture's fifth annual global e-government study

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Foreword Since 2000, Accenture has been studying and reporting on trends in the international eGovernment landscape. During that time we have seen countries around the globe rush to build an online mirror of the offline world—and then step back to reflect on what value that strategy had brought to them. For most, it brought a realization of the need for change. This year’s report, eGovernment Leadership: High Performance, Maximum Value, finds many countries at a crossroads. Their advances in maturity are slowing down. They find themselves looking for the strategies that will drive high performance—better outcomes in a more cost-effective manner—and propel them toward the ultimate goal of eGovernment: whole-of-government service transformation. Governments are taking many different paths to try to reach this point. Some have slowly built more sophisticated transactional capabilities into their programs. Others have regrouped and developed more focused action plans that target maximum value from every eGovernment investment they make. The leaders reap the real value of eGovernment, not only through measurably improved customer service, but also through tangible savings in time, money and human resources to deliver the services. Yet, we find that even the most advanced countries still have work to do to derive greater value. This year we polled citizens to get insight into their attitudes and practices related to their countries’ eGovernment programs. We learned there is a gap between what governments provide and what citizens know of the offerings or would like their governments to provide. As a result, take-up of eGovernment is far from maximized. Until that gap is bridged, governments will never get all of the value possible out of their eGovernment investments. In this report, we aim to help governments identify the course of action that will most likely deliver high performance in eGovernment. They need to start by taking a balanced approach to determining eGovernment value. They need to assess the service outcomes that will have the greatest impact and balance those outcomes against the costs to achieve them. That way, they can target their investments wisely—and build transparency into the process for their stakeholders. Governments need to integrate services seamlessly across horizontal and vertical levels of government. The technology challenges and the complexities of governance mean the task will not be easy, but only then will they be able to provide the truly seamless service that will drive broad take-up of services. Above all, governments need to aspire to service transformation. Highly effective strategies will use the opportunities presented by Internet-based technologies to alter the delivery of government services dramatically. In some cases, services will be transformed (and improved) so radically that old service models will disappear completely. High-performance governments will not be afraid to let them go. Stephen J. Rohleder Group Chief Executive—Government Vivienne Jupp Managing Partner— eGovernment Services 2
Executive summary 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 costeffectiveness of service delivery. To meet the incessant demands on their limited resources, Accenture believes that they need to transform into highperformance governments. High-performance governments are ones that meet their statutory obligations and their stakeholder expectations in the most cost-effective way possible. They continually strive for more and better outcomes for less and less cost. They extract maximum value from every resource expended. In the process, they transform service delivery—and are unafraid to discard old business models and processes that no longer work in favor of newer, technology-enabled ones. It is this last attribute where eGovernment has its greatest potential. Thus, Accenture believes eGovernment is an important lever for delivering value. Our aim, therefore, is not just to chart the current eGovernment landscape, but also to help the public sector map out better strategies for leveraging eGovernment to deliver high performance. We have made our research richer in 2004 by adding a number of new elements. We have augmented our research base—a quantitative assessment of the quality and maturity of services for both citizens and businesses available through 22 national governments—by introducing a new survey component. This year we include the results of a quantitative survey of citizens’ attitudes and practices related to eGovernment in 12 countries. By combining our understanding of global trends with first-hand feedback from the citizens themselves, we believe we are offering the most complete picture of the state of eGovernment around the world to date. 3
Page 1 and 2: The Government Executive Series eGo
Page 3: Table of contents Foreword.........
Page 7 and 8: These challenges will have to be ma
Page 9 and 10: For the fourth year in a row, the t
Page 11 and 12: Kingdom and the Netherlands share n
Page 13 and 14: The countries in the mid-range of m
Page 15 and 16: eGovernment for service transformat
Page 17 and 18: eports that electronic filing of re
Page 19 and 20: e-services; advertisements on radio
Page 21 and 22: Building integration from decentral
Page 23 and 24: out with the same level of technica
Page 25 and 26: The citizens’ view Most of govern
Page 27 and 28: preference for Internet contact, su
Page 29: them money. (As detailed in the “
Page 32 and 33: The citizens’ view However, conce
Page 34 and 35: The citizens’ view Overall, users
Page 36 and 37: The citizens’ view Future priorit
Page 39 and 40: Driving value through eGovernment A
Page 41 and 42: The Accenture Public Sector Value M
Page 44 and 45: Innovative practices in eGovernment
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Innovative practices in eGovernment
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Accenture believes that service tra
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Australia 2004 Rank: 4 (joint) 2003
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Belgium 2004 Rank: 11 (joint) 2003
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Brazil 2004 Rank: 21 2003 Rank: 21
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Canada 2004 Rank: 1 2003 Rank: 1 20
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Denmark 2004 Rank: 4 (joint) 2003 R
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Finland 2004 Rank: 4 (joint) 2003 R
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France 2004 Rank: 8 2003 Rank: 12 2
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Germany 2004: 14 2003 Rank: 10 2002
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Ireland 2004 Rank: 11 (joint) 2003
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Italy 2004 Rank: 18 2003 Rank: 17 2
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Japan 2004 Rank: 11 (joint) 2003 Ra
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Malaysia 2004 Rank: 17 2003 Rank: 1
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Mexico 2004 Rank: 19 2003 Rank: 19
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The Netherlands 2004 Rank: 9 (joint
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Norway 2004 Rank: 15 (joint) 2003 R
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Portugal 2004 Rank: 20 2003 Rank: 2
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Singapore 2004 Rank: 2 (joint) 2003
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South Africa 2004 Rank: 22 2003 Ran
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Spain 2004 Rank: 15 (joint) 2003 Ra
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Sweden 2004 Rank: 4 (joint) 2003 Ra
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The United Kingdom 2004 Rank: 9 (jo
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The United States 2004 Rank: 2 (joi
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Appendix—research methodologies Q
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Appendix—research methodologies O
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Accenture's fifth annual global e-government study

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