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德勤调研开展了一项全球调研项目,重点了解政府部门在推行电子政务过程中客户导向原则的贯彻情况。本项目的调查对象为美国184个州一级的政府机构(61.3％的回应率),包括行政、劳工、医疗、税务、社会服务和交通共6大部门。2/3的调查对象在政府机构中担任主任或副主任一级的职位,研究了政府在公共服务中对员工、技术及策略3大要素的使用,并探讨了改进公众服务的动因、目标及政府面临的挑战,是第一次真正从企业视角出发评估政府服务的重要项目。该项调研的广度和深度保证了研究成果的代表性,并能对政府机构未来的客户工作提供指导,也希望能对我国电子政务的开展提供有益的经验。
Deloitte research conducted a global research project focused on understanding the implementation of customer-oriented principles by government agencies in the implementation of e-government. The respondents to this project are government agencies (61.3% response rate) at the 184 state level in the United States, including six departments including administration, labor, healthcare, taxation, social services and transportation. Two-thirds of the respondents hold positions of director or deputy director in government agencies, studied the government’s use of the three elements of staff, technology and strategy in public services and explored the motivation, goals and objectives of improving public services The challenge for the government is for the first time a truly important project for assessing government services from a business perspective. The breadth and depth of the survey guarantee the representativeness of the research results and provide guidance to the future client work of the government agencies. It also hopes to provide useful experiences for the development of e-government in our country.