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1、TheGovernmentExecutiveSerieseGovernmentLeadership-RealizingtheVisioncontents_Foreword2MethodologyandDefinitions3ExecutiveSummary6RealizingtheVision11GovernanceComesofAge15CustomerRelationshipManagement-FromCitizentoCustomer18LeadingEdgePractices20TheSecurityandPri
2、vacyImperative34uGovernment:TheNextWave36CountryReportsAustralia38Belgium40Brazil42Canada44Denmark46Finland48France50Germany52HongKong54Ireland56Italy58Japan60Malaysia62Mexico64Netherlands66NewZealand68Norway70Portugal72Singapore74SouthAfrica76Spain78UnitedKingdom
3、80UnitedStates82foreword_GovernmentsbeganoutliningtheirvisionsforonlineThepathtoeGovernmentisgraduallybecomingservicedeliveryfromsomefiveyearsago,and,sinceclearer,asearlymoverslearnfromtheirmistakes,asthattime,havehadvaryingdegreesofsuccessingovernmentsbegintoappr
4、eciatethecomplexityoftheturningthosevisionsintoreality.Thebenefitsareclear-eGovernmentlandscapeandasthecollectivemindsetfaster,cheaper,morepersonalizedandefficientservicechangestowardcitizen-centeredservicedelivery.deliverythatcitizensandbusinessescanaccess24x7.In
5、thisresearchreport,weaimtoshedsomelightonthatpath.Realizingthosebenefitshas,however,provensomewhatelusive.Inmovinggovernmentonline,thechallengesarecomplex-legal,administrative,regulatory,socialDavidR.HunterandpoliticalforcescombinetocreateadelicatemixGroupChiefExe
6、cutive-GovernmentOperatingGroupofstakeholdersthatmustbemanagedinthetransitiontoonlinegovernment.VivienneJuppInthisresearchreport,eGovernmentLeadership-ManagingPartner-GlobaleGovernmentServicesRealizingtheVisionwefoundthatgovernmentsare,albeitslowly,realizingtheirv
7、isions.Moreimportantly,thereisagrowingrecognitionthateGovernmentisnotjustabouttechnology-butaboutharnessingtechnologyasjustoneofthetoolstotransformthewaygovernmentsoperate.Governmentsarelearningthattransformationcomesnotfrommovingservicesonline,butfromredesigningt
8、heorganizationandprocessestoputthecitizenatthecenter,integratingacrossagenciestosimplifyinteraction,reducecostandimproveservice.Transformationisonlyposs
