Despite having invested billions of dollars moving services and information resources online, governments around the world are still struggling to meet citizens' growing expectations for better customer service, according to the results of a study released recently by Accenture. The study, "Leadership in Customer Service: New Expectations, New Experiences," is Accenture's sixth annual global report on government service delivery. In a departure from previous reports, the 2005 study goes beyond measuring the extent to which governments offer services online to investigating their leadership in delivering true customer service - the value they bring to their citizens through multiple channels.
The study comprised two major components. The first was a leadership assessment of the overall service maturity of 22 national governments inNorth America, Europe and Asia based on the breadth and depth of the eGovernment services they offer, as well as leadership assessments along several key categories. For the second component, Accenture surveyed 9,000 adults in the same 22 countries to uncover their perceptions and customer experiences interacting with their government online, in person or via phone.
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