Accenture eGovernment Report 2008.pdf

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1、LeadershipinCustomerService:CreatingSharedResponsibilityforBetterOutcomesConsultingTechnologyOutsourcing2LeadershipinCustomerServiceContentsIntroduction05Fourenablingpracticesforleadershipincustomerservice09Practice1:“Betterservicestartswithbetterunderstanding.”15Practice2:“Engage

2、.Listen.Respond.”25Practice3:“Harnessallavailableresources.”35Practice4:“Betransparent.Beaccountable.Askforandactonfeedback.”47Conclusion58CaseStudies60CountryReports86LeadershipinCustomerService34LeadershipinCustomerServiceIntroductionForthelasteightyears,AccenturehasAccentureass

3、ertedthatgovernmentsimprovethequalityoftheirlives.conductedresearchinmorethan20thatembracedtheaboveelementsAccenture’s2008surveyof8,600citizenscountriestohelpgovernmentwouldbewellonthewaytoproviding(see“Ourmethodologyinbrief”)revealedorganizationsbetterunderstandhowgreatervaluefor

4、theirstakeholders.thatinonlythreecountries—Canada,theycanexcelatservingtheircustomersSingaporeandIreland—didmorethan50Inourpreviousresearch,wealsoarguedandcitizens.Inbuildingupastrongbodypercentofrespondentsratetheirthatthenextstageofleadershipinofevidencefromaroundtheworld,wegove

5、rnmentas“doingagoodjobincustomerservicewouldbedefinedbyhavefoundthatorganizationsthatdeliveringabetterqualityoflifeforservicesthatbuildanimplicittrustachievehighperformancethroughthemselvesandtheirfamilies”betweencitizensandtheirgovernment.customerservicehavefourcritical(seeFigure

6、1).WealsodiscoveredthatforWesawthishappeningthroughaelementsinplace:governmentsinmanycountries,gaining“virtuouscircle,”inwhichcitizenswhopeople’strustintheirabilitytomakeyTheyarecitizen-centric;thatis,theyperceivethattheirgovernmentsaregenuineimprovementstothequalityoforganizethei

7、rservicesandinformationprovidingbettervaluepublicserviceslifeandtocopeeffectivelywith21staroundtheircitizens’needsanddevelopgreatertrustinthem.Thistrustcenturychallenges—suchassocialcircumstances.helpstobuildamoreconnectedinequality,massmigrationandnationalyTheyuseavarietyofchanne

8、lstopopulace,whosetrueneedsinform