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Thursday, 30.05.2024
eGovernment Forschung seit 2001 | eGovernment Research since 2001
Some €2.3bn is being wasted on complex and expensive Customer Relationship Management (CRM) systems for e-government, according to claims from software services company Transversal. Although significant sums are being invested in the systems, local and central government services and websites are no more accessible to citizens than before, says Transversal. The company argues that simple, cost-effective self-service applications are the key to improved and immediate e-government customer service. The company quotes Douglas Alexander, Minister for the UK Cabinet Office, who said, “Online government services should be intuitive, reliable, trustworthy and accessible. By ensuring that government websites are designed around the user we will drive up the numbers of people using key services.”

However, recent research quoted by Transversal found that 60 per cent of government websites are inefficient at resolving customer queries and that 75 per cent of CRM projects fail to deliver measurable return on investment.

Gerard Buckley, CEO of Transversal, said: “Money is being irresponsibly invested in highly expensive and complex systems that are simply not delivering greater accessibility.

“If the public sector really wants to provide effective e-service it should be looking at the private sector’s CRM mistakes and learn from them: bearing in mind that seven out of ten private sector implementations failed to deliver the benefits promised. Simple web self-service systems are a much more cost-effective solution and actually directly meet customer needs.”

Autor: Stephen Gardner

Quelle: DMeurope, 18.06.2004

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