£1.5 Billion Being Wasted On Excessively Complex E-Government

Tuesday 8 June 2004 09:35 CET | News

According to Transversal, the drive for e-government is not being fulfilled. It estimates that 1.5 billion GBP is being wasted on complex and expensive CRM systems, yet local and central government services and websites are no more accessible to citizens than before.

Transversal argues that simple, cost-effective self-service applications hold the answer for improved and immediate e-government customer service. Recent research highlighted that 60 per cent of government websites are inefficient at resolving customer queries and that 75 per cent of CRM projects fail to deliver measurable return on investment. Transversals web self-service and knowledge management solutions can respond to customer queries much more efficiently and more cost-effectively than the bulk of solutions that the public sector is currently investing in. The companys unique Memory Engine technology understands complex customer questions and provides automatic answers. Consumers on websites simply type a question in their own words, just as they would ask a person, to view an answer from a knowledgebase of information. Such technology can make public sector websites much more convenient and easy-to-use and helping with tasks ranging from, finding out refuse collection times to filling out council tax forms. The dynamic process of responding to questions builds an information resource that customers actually need - without the complexity of an inappropriate CRM system. Forward-thinking public sector organisations such as FastTrack Teaching ( and the British Army ( are amongst the first to implement such technology on their websites.

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Categories: Payments & Commerce | Payments General
Countries: World
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