Insights from Accenture:  Don’t do it alone – The path to Leadership in Customer Service in e-Governments
Greg Lane - Avanade 
Michel René de Cotret - Accenture  

Archived Presentation

For nearly a decade, Accenture has tracked the progress governments have made in moving toward high performance through leadership in customer service. In this, our eighth and most far-reaching report to date, Leadership in Customer Service: Delivering on the Promise, we find governments at an important crossroads.

After years of focusing primarily on improvements to the front end of service, governments and other public service organizations have bred expectations of an entirely new customer experience. Their approach for years was to focus on existing services in multiple channels (particularly the online ones) in an approximation of citizen-centricity. This approach unintentionally widened the gap between service provision and value. What governments have not done is make the wholesale infrastructural and cultural changes to actuate their vision. Citizens used these newly available channels expecting consistent levels of service. Instead, it became apparent that the back-end infrastructure of many governments and other public service organizations was inadequate, resulting in a poor customer experience.

The goal of this discussion will be to provide insight into the four main findings of the report.  We will also expand on the importance of the last finding of “Don’t do it alone” and provide insight into the importance of Partnerships and Partnering based on key findings from research published by The Crossing Boundaries National Council.

Speaker Bios

Greg Lane - Avanade  
Greg Lane I.S.P. is the Vice President of the Canadian Information Processing Society (CIPS). Greg sits on several volunteer boards including The Information and Communications Technology Council (ICTC ) formerly Software Human Resource Council (SHRC) and The Outcare  Foundation a charitable organization that funds out of  hospital palliative care organizations.

Greg is currently is employed with Avanade as the Director Business Development Public Service for Canada. Prior to joining Avanade Greg worked with Accenture in a Business Development role in the Public Service Group in Ottawa. Before Accenture Greg held senior leadership roles at Microsoft, Deloitte Consulting, Bell Canada and EDS. Greg has lectured at the University of Ottawa in the administration faculty on Governance and IT and is a fellow of the Centre on Governance.

Michel René de Cotret - Accenture
Michel is an executive in the government client service group of Accenture’s Ottawa practice and is also a member of Accenture’s Strategy Service Line leadership team.  Michel has managed and contributed to projects related to service delivery strategies, business model development, and performance management for various public sector organizations.  Michel has also led Accenture’s sixth annual research report on global eGovernment maturity in 2005.