Governments around the world are waking-up to the
benefits of Customer Relationship Management (CRM), but still have a long way
to go to turn the potential of CRM into reality.   While customer relationship management (CRM) has emerged
as a leading commercial priority over the past several years, little has been
said about how the topic relates to government. This is surprising, given that
government is the largest service provider in the world.
Governments around the world are recognizing that they need
to improve the way they provide service. Customer-centric, 24 hour/7 day-a-week
service offered by the private sector has led citizens to expect the same from
their interactions with government. As governments look to improve service
delivery, they are challenged with the pressure to do more with less. CRM has the potential to respond to both needs by helping governments be more
responsive, citizen-centric and more efficient.
Accenture's recently completed 11-country study, entitled,
From Promise to Practice: A Blueprint for CRM in Government, probed the
attitudes and practices of government leaders across four intensely
customer-focused agency types. The survey examined:
- Whether governments believe in the potential of
CRM;
- Perceptions about CRM;
- How far
governments have gone in turning CRM into reality.
The study uncovered a willingness—even an eagerness—to put
CRM principles to work for government. However, survey respondents indicated
that they are challenged by both bureaucracy (particularly siloed departments)
and technology in their efforts to further CRM adoption within government.
The study also found that government agencies are highly
receptive to the possibility of partnering with each other and with private
sector organizations to facilitate information sharing and relieve cost
pressures. Nearly 90 percent of government managers said they would enter into
strategic alliances with other agencies and with businesses to build enhanced
service capabilities.
Download a complete copy of From Promise to Practice: A
Blueprint for CRM in Government,
Part 1 [PDF, 937KB], Part 2 [PDF, 949KB], Part 3 [PDF, 927KB].
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