Analysis of Vision and Mission Statement

At the Dawn of e-GOVERNMENT The Citizen as Customer

A global public sector study by Deloitte Consulting and Deloitte & Touche

CONTENTS

Executive Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1 Putting the Customer First . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5 Setting the Stage: Re-Engineering for the Customer . . . . . . . . . . . . . . . . . . . .6 Strengthening the Connections with Customer Relationship Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7 Case Study 1: Open Learning Institute . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9 Technology: The Problem – and the Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . .10 Case Study 2: South Auckland Health . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11 Electronic Self-Service: Empowering Citizens . . . . . . . . . . . . . . . . . . . . . . . . .12 The Internet: Critical Success Factor for Improving Customer Service . . . . . .13 Customer Demand for Electronic Service Delivery . . . . . . . . . . . . . . . . . . . . .15 Aligning and Preparing People: A Top Priority in the Citizen-as-Customer World . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17 Staffing Practices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17 Human Resources Management Practices . . . . . . . . . . . . . . . . . . . . . . . . . . .18 Case Study 3: State of Kansas . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .20

2

Forging the Path to e-Government . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .21 Six Stages of e-Government . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .21 Case Study 4: State of Victoria . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23...