Client: Delaware Department of State
Project: Online Government Service Delivery
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Business Challenge
How Accenture Helped
High
Performance Delivered Executive Summary
Accenture worked with the State of Delaware to develop an innovative, broad strategy for improving and transforming e-government service delivery using the Internet and other new technologies. Business Challenge  Accenture has recently completed an engagement to assist the State of Delaware with the development of broad business strategies for government transformation in service delivery using internet and other new technologies.
Delaware's success in moving from traditional business to government commerce models to the new internet-enabled, eCommerce business models will require an enormous change effort across the state. The eStrategy development effort will help to facilitate the transition from a functional focus to a process focus, with a goal of creating a new customer-centric organizational model that crosses functions and processes that acknowledge the shared ownership of customers, products and services. How Accenture Helped The key elements of the e-Strategy development approach for Delaware's e-government transformation include performing the following key activities: eStrategy Diagnosis: The team developed an integrated vision for the State called eDelaware. The vision is based on four broad universal strategies: - Integrated Government
- Electronic Service Delivery
- Electronic Commerce
- Connected Communities
eStrategy Strategic Option Development:
The team developed more than 100 possible projects involving the Internet, eCommerce or other advanced technologies which the State could undertake over the short-, mid- and long-terms in order to position eDelaware as a leader and innovator in the use and deployment of enhanced service delivery mechanisms to enrich the customer experience. eStrategy Roadmap Development: The team developed a high-level roadmap to achieve the eCommerce vision using input from several agency-based strategic planning workshops which helped to facilitate the creation of a shared "end game" vision for the state. An eCommerce adoption strategy and a target operating model were developed, as well as a high-level business case to support our recommendations.
High Performance
Delivered The project will play a significant role in helping the State to increase its efficiency in delivering services, identify new services currently not offered through state channels, and help to decentralize the power, process and decision-making away from the agency to the citizens themselves. It will position Delaware to develop more comprehensive business e-government strategies that facilitate a new openness for working with partners, suppliers and customers. To Top |