News: CRM drives politics

“Leading governments around the world like the State of California, the UK and Hong Kong have done a great job of using the Internet and other technologies to extend their enterprises closer to the customer,” commented Greg Pellegrino, Deloitte Consulting’s global e-government director. “The challenge now is to create a strategy to maximise customer value and operational effectiveness for the long term.”

Such a strategy is based on a realistic view of how staffing, business processes, technology and organisational structure must change to meet the demands of multi-channel service delivery, he added.

“In a perfect world, everyone could use the Internet and it would always be the lowest cost delivery channel. But that’s not realistic, so governments need to give customers multiple service options, and that, in turn, involves a lot of carefully planned changes to the enterprise,” concluded Pellegrino.

Related reading