6. eGovernment

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Leadership in Customer Service. Source: Accenture eGovernment study, 2006

Steady, if not spectacular. The latest eGovernment scorecard from Accenture charts progress in Ireland, but exposes a yawning gap between us and the top dogs of public sector customer service.

First the positive news. Sixty eight per cent of Irish citizens said it was easy to use eGovernment services.

Usage levels show an annual 6% increase, the third highest among the 21 countries surveyed.

Less impressive is where Ireland ranks in terms of eGovernment leadership.

At 46%, Ireland is a couple of points below the average and is considered a “follower”.

We’re a long way off the eGovernment customer service trendsetters – the US and Canada – and the bunch of other countries snapping at their heels.

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