Applying "Customer Strategy" for Second Generation eGovernment Services

According to a recent Deloitte Research Study, E-government has automated business, but it has not fundamentally changed the way business is done. The result is a growing gap between what citizens expect from government and what they believe they are actually getting.

"In the rush to move customers from in line to online, public managers did not stop to answer the basic questions that need to be answered to service customers effectively and efficiently: Who are my customers? And what do they want?"

Check out the study: One Size Fits Few: Using Customer Insight to Transform Government (pdf) [JH]