7. eGovernment
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Good news for the Irish government. Irish citizens believe that the quality of customer service is improving, with 78% stating that they are satisfied with the service they receive and 62% noting an improvement in service quality in the past three years.
- Mobile penetration. Source: Leadership in Customer Service, Delivering on the Promise, published by Accenture, 2007. Graphs show citizen’s perceptions of their countries’ customer service performance
The research is part of Accenture’s global review of government service delivery, of which eGovernment is an important component.
Ireland was given an overall customer service maturity score of 53%, placing us at 11th spot in the league table of 22 countries covered by the survey. That helps to position Ireland in the “effective” quadrant in the comparative graph, in the company of Singapore, the perpetual top performer in this annual review.
There’s a slight sting in the tail. Ireland’s future leadership in customer service will depend on a “more aggressive approach to implementation than it has over the past several years,” Accenture warns.
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