For nearly a decade, Accenture has tracked the progress governments have made in their journeys toward leadership in customer service. The report 2007 Leadership in Customer Service: delivering on the Promise is undoubtedly Accenture's most ambitious look at government customer service to date. [PDF, 11.3MB] Australia was amongst the 22 countries surveyed and ranked in eighth place alongside the United Kingdom. The rankings section of the report noted that Australia is one of a number of world leaders that faces the prospect of losing momentum if it moves too slowly in implementing its vision for leadership in customer service. Australia’s strongest showing came in multichannel service, despite the fact that until 2006, multichannel service delivery did not appear to have been a formal focus.
Overall, Australia's progress towards leadership in customer service continues forward, albeit slowly. The government slipped slightly in our rankings since the previous survey but nevertheless remains an admired leader. Australia's work on encouraging the enabling infrastructural elements of value-led customer service positions stands it in good stead for delivering on its service promise.
Access the report: 2007 Leadership in Customer Service: Delivering on the Promise
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