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| Singapore ranked ahead of Canada and USA in Accenture 2007 study on "Leadership in Customer Service". |
The Singapore government is ranked number one in an Accenture 2007 study on "Leadership in Customer Service". Accenture noted that Singapore edged in engaging its citizens and developing service models that are citizen-centric. Singapore is also substantially ahead of the other 22 countries Accenture ranked including USA and Denmark, in terms of proactive communication and education to its citizens.
This year, Accenture introduced a new element to its ranking - the voice of the citizen. It took into account feedback from citizens on the quality of government services and how satisfied they were with the services.
Singapore has a strong edge over the other countries when citizen feedback was gathered. Nearly eight out of 10 Singaporeans feel that government service has gotten better over the past three years. In Canada on the other hand, only four out of 10 felt that their government service has gotten better.
Accenture also noted that Singapore has exhibited strength in multichannel integration with a clear intent to continue to push citizens toward efficient online channels such as mobile channels. Currently, citizens and businesses have mobile access to about 150 government services. The government aims to have at least 300 mobile government services by 2008.
Commenting on Singapore's achievement, Mr Chan Yeng Kit, Chief Executive Officer of the IDA Singapore said, "We are encouraged to learn that the Singapore government is ranked best in customer service delivery by Accenture. A paradigm shift is required for government service delivery in view of the changing needs of our customers today. Personalisation and mobility are key considerations when it comes to delivering customer-centric services to citizens and businesses. The government will continue to collaborate with the private and people sectors to further enhance government service delivery. By 2010, we envision a government that intelligently addresses customers' needs and delivers quality services that delight them."
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