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ID:34406172
大小:8.31 MB
页数:108页
时间:2019-03-05
《Accenture eGovernment Report 2006.pdf》由会员上传分享,免费在线阅读,更多相关内容在学术论文-天天文库。
1、LeadershipinCustomerServiceBuildingtheTrust107Highperformanceingovernment108Accentureresearchsuggeststhathighperformersinthepublicsectorbasethevaluetheycreateontwocriteria:theoutcomestheydeliverandthecost-effectivenesstheyachieve.Theylookatvaluefromtheperspectiveofth
2、ecitizen—theprimarystakeholderandmostimportantbeneficiaryofgovernmentactivities.Byfocusingalsooncost-effectiveness,high-performancegovernmentsstrivenotonlytodotherightthings,butalsotodothemintherightway.High-performancegovernmentssharesomecommoncharacteristics.Theygen
3、eratemaximumpublicvalue.Theyarerelentlesslycitizen-centeredandoutcome-focused.Theircapabilitiesandoperationalactivitiesallsupportthedeliveryofoutcomesdefinedbytheirmission,andtheymeasuretheirperformancebasedonthoseoutcomes—notjustinputsandoutputs.Atthesametime,high-pe
4、rformancegovernmentsarecommittedtocost-effectiveness.Theyholdthemselvesaccountableandtheymaketheiroperationsandresultstransparenttoall.Theyareinnovativeandflexible,continuallystrivingtoimprovevaluedelivery,andareabletorespondcreativelytonewchallengesandopportunities.T
5、heyworkinopenandcollaborativeways,understandingthattheirorganizationispartofalargersystem,andcultivatingworkingrelation-shipswithotheragencies,organizationsandstakeholders.Finally,high-performancegovernmentsreflecttheirenthusiasmfordeliveringpublicvalue.Thisevidentpas
6、sionengagesbothinternalstaffandexternalstakeholdersinactivesupportoftheirorganizations’missions.ContentsForeword2Introduction4KeyFindingOne11KeyFindingTwo19KeyFindingThree25KeyFindingFour33KeyFindingFive41Recommendations49Conclusion58CountryReports601ForewordInthis,t
7、heseventhyearthatAccenturehasexaminedthegloballandscapeofpublic-sectorservice,wefindthatgovernmentexecutivesaroundtheworldcontinuetopressforwardtowardhighperformance.2WefirstlookedattheemergingtrendabsoluterankingsmightriseorfallNotably,alltheexecutivesexhibitedaof“eG
8、overnment”in1999-2000,slightlyfromyeartoyear,thesecoun-keeninterestinlearningfromtheirpeers.andwehavefollowedthattrendastrieshaveco
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