Government agencies that lead the public sector in customer service are focused on developing sophisticated, interactive and transactional capabilities on par with the best of the private sector, according to a new global research report by Accenture.
In the report, Accenture finds a new trend whereby government agencies are reinventing their customer service delivery programs in order to help build greater trust - and this is redefining the relationship between citizens and their governments. From allowing drivers to pay for street parking using their mobile phones to using text messaging for "amber alerts" on missing children to installing interactive kiosks that provide information about city events, dining, shopping and entertainment, government agencies around the world are adopting innovative new approaches to deliver greater value to citizens.
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