Accenture's fifth annual global e-government study
Accenture's fifth annual global e-government study
Accenture's fifth annual global e-government study
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Conclusion<br />
Transforming service, transforming <strong>government</strong>s<br />
Governments have begun to realize that the time for<br />
quick wins and dramatic progress in eGovernment has<br />
passed. However, the plateaus some countries have<br />
reached need not signal the limit of eGovernment’s<br />
potential. There are significant savings to be reaped<br />
from eGovernment, and most <strong>government</strong>s are just<br />
beginning to realize this. Governments should concentrate<br />
on promoting take-up and communicating<br />
the benefits to all in order to attain these significant<br />
savings. It is now time for <strong>government</strong>s to focus on<br />
driving high performance through their online programs,<br />
so that they can get better outcomes in a<br />
more cost-effective manner.<br />
Governments around the world are at a crossroads—<br />
each one faces challenges based on its current state<br />
of eGovernment maturity and must set its future priorities<br />
accordingly (see Figure 19). For some, that<br />
means thinking differently. More resources and effort<br />
expended in the same ways yield neither the advances<br />
they once did nor the savings that are possible.<br />
Countries with low eGovernment maturity should<br />
identify and focus development on high-value<br />
services. Then, they should promote these services<br />
more aggressively to drive greater take-up and<br />
greater savings realization. Countries in the midrange<br />
of maturity should ensure eGovernment<br />
targets are balanced between outcomes and costeffectiveness.<br />
They also should break down barriers<br />
between departments and agencies, to enable a single<br />
point of contact for citizen and business information<br />
and transactions. High-maturity countries should<br />
adopt a whole-of-<strong>government</strong> approach, building<br />
on strong governance and cross-agency collaboration.<br />
Their aim should be to establish seamless<br />
integration across all levels of <strong>government</strong>.<br />
Governments at the highest level of maturity face<br />
perhaps the biggest leap in making future gains. In<br />
fact, they may even be unable to define clearly what<br />
awaits them at the next level of eGovernment. True<br />
eGovernment leaders sense that it is service transformation,<br />
that there is a far greater potential in<br />
eGovernment than simply replicating the physical<br />
world online. They are unsure, however, what transformed<br />
service will look like, and what transforming<br />
it will entail.<br />
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