  Accenture has conducted research over the past eight years in more than 20 countries to understand how health and public service organizations can ultimately achieve high performance. This research has revealed that organizations excelling at customer service typically have four elements in place:
- They are citizen-centric.
- They use a variety of channels to provide information and services, striving for seamless coordination between these channels.
- They work together at local, regional and national level to provide integrated services.
- They actively reach out to their customers.
Accenture has further argued that the next stage of leadership in customer service would be defined by services that build an implicit trust between citizens and their governments. However, while many health and public service organizations have been striving to put the above four elements in place, Accenture’s latest 2008 research shows that, in many countries, citizens are still far from satisfied. This research also identifies a new imperative for governments to move beyond a focus on the quality of the service transaction to develop a new kind of relationship with its clients, fostering deeper trust, improving the relevance and transparency of government decision-making, service design and delivery to transform the relationship between health and public services and citizens/customers from one of dependency to one of shared responsibility. To receive more Research & Insights, sign up for My Outlook, your single e-mail source for all of Accenture's latest ideas and innovation, personalised specifically to your business interests and the industry issues you face. Back to Research and Insights home page |