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Accenture - Leadership in Customer Service: delivering the promise

Leadership in Customer Service - delivering the promise - in pdf format (11,602kb). (This document requires the use of Adobe Acrobat Reader). Government Executive Series. Accenture, 2007. "Governments are in a new phase of their journeys toward leadership in customer service. They have already made a bold promise to citizens - that they would fundamentally change the nature of their interactions with government by structuring services in an entirely new, citizen-centric way. Governments' intention when they made this promise was to use customer service as a lever for delivering greater public service value. By delivering services in a citizen-centric rather than government-centric way, governments hoped to establish a greater connection with their citizens and build trust with them. As citizens came to experience service that was clearly driven by a deep understanding of their needs and intentions, they would become more connected to government and more engaged in shaping both policy and the mechanics of service delivery. From the governments' perspective, this new model would help lead to greater efficiencies, as citizens felt more able and confident to self-serve and required fewer interactions with government to accomplish their objectives. Over time, through their leadership in customer service, governments would be able to deliver better outcomes for citizens at a better cost and ultimately achieve high performance..."

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2007 Leadership in Customer Service: Delivering on the Promise. Executive Summary. Accenture, June 2007. "For nearly a decade, Accenture has tracked the progress governments have made in moving toward high performance through leadership in customer service. In this, our eighth and most far-reaching report to date, Leadership in Customer Service: Delivering on the Promise, we find governments at an important crossroads..."

Australian Government Falling Behind in Delivery of Customer Services - While the introduction of citizen survey responses make comparisons with past years difficult, Australia’s ranking looks far less impressive this year, on just 59 per cent, where it is easily pipped by Norway, (64 per cent), and Finland (62 per cent), by Sue Bushell. CIO, 28 June, 2007. "Once they were top performers, praised for their strong visions of value-led, citizen-centric services, but somehow Australia, Canada, France, the United Kingdom and the United States have all let service flag in the eyes of their citizens..."

Singapore, Canada and United States Rated Best in Delivering on Promise of Government Customer Service, Accenture Report Finds. Accenture, 18 June 2007. "Reston, Va; June 18, 2007 – The governments of Singapore, Canada and United States do the best job of delivering on the promise of customer service, according to a global research report released today by Accenture (NYSE: ACN). The report, Leadership in Customer Service: Delivering on the Promise, is the eighth in a series of annual reports from Accenture that examine the customer-service challenges, maturity and practices of governments around the world..."