埃森哲：eGovernment Leadership：Engaging the Customer.doc

埃森哲：eGovernment Leadership：Engaging the Customer The Government Executive SerieseGovernment Leadership:Engaging the Customer About AccentureAccenture is the world’s leading management consulting and technology services companymitted to delivering innovation, Accenture collaborates with its clients to help them realizetheir visions and create tangible value. With deepindustry expertise, broad global resources andproven experience in consulting and outsourcing,Accenture can mobilize the right people, skills,alliances and technologies.With more than 75,000 people in 47 countries,Accenture works with clients in nearly every majorindustry worldwide. Through the integration ofconsulting and outsourcing, Accenture:??Identifies critical areas with potential for maximum business impact.??Innovates and transforms the processes in those areas.??Delivers performance improvements and loweroperating costs by assuming responsibility forcertain business functions or areas—??and Accenture holds itself accountable for results.Accenture generated net revenues of $11.6 billionfor the fiscal year ended August 31, 2002. Itshome page is .accenture4. contentsForeword2Executive summary32003 key findings6The way forward20Innovative practices in eGovernment32Country reports43Australia44Belgium46Brazil48Canada50Denmark52Finland54France56Germany58Hong Kong Special Administrative Region (SAR), China60Ireland62Italy64Japan66Malaysia68Mexico70The Netherlands72Norway74Portugal76Singapore78South Africa80Spain82The United Kingdom84The United States86Appendix—research methodologies881 forewordThis report is the fourth in our eGovernmentThe goal for eGovernment now is to tailor serviceLeadership series. Since the publication of ourdelivery to meet citizens’ needs, as opposed tofirst report in 2000, the eGovernment landscapeapproaching it from the government side. At has changed significantly. We have seen the initialthe same time, there is growing understandingpromise of eGovernment evolve into sophist