Peter Y. Soh
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May 17, 2006

Government Agencies That Deliver Outstanding Customer Service Provide An Experience That Rivals The Private Sector, Accenture Report Finds

WASHINGTON; May 17, 2006 – Government agencies that lead the public sector in customer service are focused on developing sophisticated, interactive and transactional capabilities on par with the best of the private sector, according to a new global research report by Accenture (NYSE: ACN).

In the report, Accenture finds a new trend whereby government agencies are reinventing their customer service delivery programs in order to help build greater trust – and this is redefining the relationship between citizens and their governments. From allowing drivers to pay for street parking using their mobile phones to using text messaging for “amber alerts” on missing children to installing interactive kiosks that provide information about city events, dining, shopping, and entertainment, government agencies around the world are adopting innovative new approaches to deliver greater value to citizens.

“Leadership in Customer Service: Building the Trust” is Accenture’s seventh global report on government service delivery. The report showcases insights from in-depth interviews with 45 high-ranking government executives from the 11 countries that consistently top Accenture’s annual survey of governments’ use of technology in customer service: Canada, the United States, Denmark, Singapore, Australia, France, Japan, Norway, Finland, the United Kingdom and Ireland.

Several key findings emerged from the interviews:

“We delved deeply into what contributed to countries’ world-leading service programs – addressing both challenges and keys to success,” said David Wilkins, global managing director of sales and innovation for Accenture’s Government operating group. “The value in this year’s study is in the chronicling of the leading practices – anecdotes and lessons learned – of the countries that routinely perform well in our annual study of governments’ use of technology.”

“Around the world, citizen satisfaction and overall confidence in government’s ability to deliver improved services- from benefit awareness to registration, distribution of benefits, and the delivery of services- is at risk of data integrity/theft, and of not meeting citizen location and convenience demands, said Teresa Bozzelli, industry analyst and managing director of Government Insights, an IDC company. “Governments must create a dynamic, safe, infrastructure and securely integrate consumer information to confidently deliver on the promise of uncompromised information and complete services.”

According to Accenture, the next wave of “leading” government agencies will deliver customer service that builds an implicit trust between citizens and their government that goes beyond citizen satisfaction. The report also found that government agencies are creating increasingly local citizen touch points. By building local connections with the people they govern, for example by opening local government offices or creating citizen service call centers, government agencies are better able to incorporate reliable customer feedback into the design of services.

In addition to interviews with high-ranking government officials, the report also comprised a survey of 8,600 citizens in 21 countries to gauge their opinions of how well their government agencies fared in service delivery. Among the key findings from that survey:

About Accenture
Accenture is a global management consulting, technology services and outsourcing company. Committed to delivering innovation, Accenture collaborates with its clients to help them become high-performance businesses and governments. With deep industry and business process expertise, broad global resources and a proven track record, Accenture can mobilize the right people, skills and technologies to help clients improve their performance. With more than 129,000 people in 48 countries, the company generated net revenues of US$15.55 billion for the fiscal year ended Aug. 31, 2005. Its home page is www.accenture.com.

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