Global meet information new topics: CRM integrate into e-government [2004-07-27 14:44] [] [International Finance]
E-government in developed countries can not only bring services to users, but also bring return on investment. From CRM technical characteristics, it supports government improving services, better meets citizens' requirements and improves the image of government.
"Global e-government has begun to mature after a series of development stages, and the value of value has enabled e-government's development prospects. With e-government entering a very mature stage, the government departments have across a stable steps, those do not re-think The government of e-government policies and does not focus on value-added services will be stagnant. "The world's leading management and information technology adviser ACCENTURE (Essezhe) pointed out in the latest e-government reports," To further enhance e-government level and management efficiency If you use a CRM (customer relationship management) system to effectively strengthen e-government and find new breakthroughs, it is crucial. "
The global e-government is constantly improving in a steady foot, which is constantly improving every year. With most countries' network construction, basic functions and services to start using, the global e-government is in a mature stage. In order to cope with new challenges, the new goal is to the first step in the government to the next mature stage, and the average interval between the two phases is approximately 2 to 3 years.
Accenture pointed out that from the perspective, Canada is clearly dominated by the lead, and the gap between the United States will increase in Singapore. Canada is very good in e-government strategies and target updates.
Value drive is concerned
As the government has reached a mature e-government phase, they began to re-assess the prospects of our own network services. The leading government in e-government emphasizes that it is necessary to bring efficient services and internal efficiency to their users as soon as possible, thereby enabling investment returns to investment in e-government projects. The value concept is driving the development of e-government to broader prospects.
Although increasing efficiency can make the government to manage costs more effectively, this is not the original intention of the e-government, but a deeper advantage. Accenture believes that there is no conditional support for e-government's support is being replaced by increasing investment reward requirements.
According to the survey, with the maturity of e-government projects, many government administrators are considering how to find new creativity to bring their investment to bring enough value. Most government administrators have said that e-government returns can exist in the improvement of public image and easier access to customers. A smooth handling process and better service means e-government is definitely an effective means of "less spending more."
Essezhe said, although e-government does not have cost savings due to constant investment due to non-investment, when network channels become the preferred choice for most people, network channels can provide various services, which originally targets resources for traditional services. Finally, the target of saving costs is achieved.
CRM is especially important
In the maturity of the e-government, when the government re-thinking their strategy begins, they must establish a good customer image because customer relationship management allows e-government to play a greater efficiency and role.
Today, the e-government program implemented by governments is basically in order to make citizens better interact and better interaction. The government administrators are urgent to allow e-government systems to easily access, and strive to increase reality and telephone e-government access. Access Point. This guidelines that use multi-channels to provide services are the core of CRM, and only to make full use of various CRM technology to truly improve the efficiency of e-government.
Like the government management of some e-government developed countries such as the United States, Canada has gradually recognized that the private enterprises generally accept CRM technology can bring more benefits to government departments, so they now consider CRM and e-government. Increasingly introducing CRM guidelines, as a means of providing network services around customers.
Accenture said that from the technical characteristics of CRM, it can support the ideals of government improving services, with citizens' wishes as the core, better meet the requirements of citizens and improve the governments. Therefore, CRM guidelines should be the core of a good e-government. Need new breakthrough
When the e-government of many national governments, when they are stagnant, some active national governments will strive to find new breakthroughs to motivate their own e-government.
According to Essezhe's survey, the progress made in most countries is mainly focused on the number of e-government network construction, not the quality of service. The public does not know the service of e-government, and rarely use this e-government service. Moreover, the government now does not only relying on the availability of simple network to assess the success or failure of e-government, but use more valuable means, such as the use of networks.
Government officials in some countries have realized that they can't adapt to the development model set in the past, although they have been achieving their goals, but the development model of the old suit has not brought them. The expected interests. Therefore, they need to find new breakthroughs to stimulate the vitality of e-government.
Accenture believes that Ucommerce (universal business) This new technology will have a greater impact on the public and private sectors than traditional e-commerce. This new business model will have broad prospects in the government's interaction. It can make the public not only understand government information on e-government systems, and can make business transactions, which can greatly strengthen the enthusiasm of public utilization of e-government. In particular, wireless communication technology is now expanding quickly, which will provide more space for Ucommerce.
Accenture expects wireless technologies to develop faster countries, such as Finland, Japan will have the possibility of promoting e-government using Ucommerce. (Finish)
