Accenture eGovernment Report 2006.pdf

Accenture eGovernment Report 2006.pdf

ID:34406172

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页数:108页

时间:2019-03-05

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1、LeadershipinCustomerServiceBuildingtheTrust107Highperformanceingovernment108Accentureresearchsuggeststhathighperformersinthepublicsectorbasethevaluetheycreateontwocriteria:theoutcomestheydeliverandthecost-effectivenesstheyachieve.Theylookatvaluefromtheperspectiveofth

2、ecitizen—theprimarystakeholderandmostimportantbeneficiaryofgovernmentactivities.Byfocusingalsooncost-effectiveness,high-performancegovernmentsstrivenotonlytodotherightthings,butalsotodothemintherightway.High-performancegovernmentssharesomecommoncharacteristics.Theygen

3、eratemaximumpublicvalue.Theyarerelentlesslycitizen-centeredandoutcome-focused.Theircapabilitiesandoperationalactivitiesallsupportthedeliveryofoutcomesdefinedbytheirmission,andtheymeasuretheirperformancebasedonthoseoutcomes—notjustinputsandoutputs.Atthesametime,high-pe

4、rformancegovernmentsarecommittedtocost-effectiveness.Theyholdthemselvesaccountableandtheymaketheiroperationsandresultstransparenttoall.Theyareinnovativeandflexible,continuallystrivingtoimprovevaluedelivery,andareabletorespondcreativelytonewchallengesandopportunities.T

5、heyworkinopenandcollaborativeways,understandingthattheirorganizationispartofalargersystem,andcultivatingworkingrelation-shipswithotheragencies,organizationsandstakeholders.Finally,high-performancegovernmentsreflecttheirenthusiasmfordeliveringpublicvalue.Thisevidentpas

6、sionengagesbothinternalstaffandexternalstakeholdersinactivesupportoftheirorganizations’missions.ContentsForeword2Introduction4KeyFindingOne11KeyFindingTwo19KeyFindingThree25KeyFindingFour33KeyFindingFive41Recommendations49Conclusion58CountryReports601ForewordInthis,t

7、heseventhyearthatAccenturehasexaminedthegloballandscapeofpublic-sectorservice,wefindthatgovernmentexecutivesaroundtheworldcontinuetopressforwardtowardhighperformance.2WefirstlookedattheemergingtrendabsoluterankingsmightriseorfallNotably,alltheexecutivesexhibitedaof“eG

8、overnment”in1999-2000,slightlyfromyeartoyear,thesecoun-keeninterestinlearningfromtheirpeers.andwehavefollowedthattrendastrieshaveco

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