【正文】 Customers Other Governments Industry Networks Distribution Channels Service Creation Service Delivery Admin Governance Enterprise Systems Legally Defined Gov’t Vendors Business Partners Procurements (P) Customer Relationship Management (CRM) ECommerce Back Office E Commerce Front Office What is eGovernment? EGov = EC+CRM+BP+P+ES+PLA BP for External Info BP = Best Practices, ES= Enterprise Systems, PLA=Political, Legislative Admin Procurements Partnership Agreements Political Legislative Best Practices GartnerConsulting 169。 1999 Gartner Group, Inc. All rights reserved. Use external to Arizona Department of Revenue by terms of contract. Arizona Department of Revenue BRITS Phase I 020231470 Technology Trends Page 14 Definition of ECommerce ? The use of munications technologies (such as the Web) for the conduct of business and service delivery transactions – Note: No transformation of business processes GartnerConsulting 169。 1999 Gartner Group, Inc. All rights reserved. Use external to Arizona Department of Revenue by terms of contract. Arizona Department of Revenue BRITS Phase I 020231470 Technology Trends Page 18 Customer Service Delivery Models ? Old Service Delivery Model ? New Service Delivery Model ? Citizen ? Business ? Visitor ? Employees Government Agency Government Agency Information System Information System ? Citizen ? Business ? Visitor ? Employees Web Interface Information System Information System Government Agency Government Agency GartnerConsulting 169。 1999 Gartner Group, Inc. All rights reserved. Use external to Arizona Department of Revenue by terms of contract. Arizona Department of Revenue BRITS Phase I 020231470 Technology Trends Page 22 Customer Service and Support (CSS) Apps ? Set of applications – Provides integrated customer service functionality ? 4 key areas – Call management (core function) Used to log all ining calls and transactions and to manage the transaction from initiation through closure Problem resolution, RMA, service activity management, escalation, trouble ticketing – Field service and dispatch – Interbased customer service (eservice) – Contact center GartnerConsulting 169。 1999 Gartner Group, Inc. All rights reserved. Use external to Arizona Department of Revenue by terms of contract. Arizona Department of Revenue BRITS Phase I 020231470 Technology Trends Page 26 EService Suites ? Issue – No plete eservice solution is currently available Traditional CSS vendors missed the ebusiness shift More flexible, standalone eservice vendors took advantage, but each has its weaknesses ? Future Trends – Heavy investment by big CSS vendors (Siebel, Oracle, Clarify, and others) will provide effective integrated suites by the end of 2023 – Will include a single source (central data repository or knowledge base) for all customer responses regardless of the channel or application accessed Customization and personalization layer (., MyYahoo) GartnerConsulting 169。 1999 Gartner Group, Inc. All rights reserved. Use external to Arizona Department of Revenue by terms of contract. Arizona Department of Revenue BRITS Phase I 020231470 Technology Trends Page 29 Email Response Management Systems (ERMS) ? Future Trends – ERMS solutions have the potential to reduce handling time by 30% to 60% over pletely manual methods – Enterprises are investing in solutions Many appreciate the importance of taking a more strategic view of the problem and are looking for more plete servicing suites – The vendor offerings for ERMS are changing By yearend 2023, there will likely be few standalone providers because enterprises will prefer plete eservice suites By early 2023, 25% of the frontoffice (CSS) vendors will provide suites that integrate Inter puting seamlessly GartnerConsulting 169。 1999 Gartner Group, Inc. All rights reserved. Use external to Arizona Department of Revenue by terms of contract. Arizona Department of Revenue BRITS Phase I 020231470 Technology Trends Page 32 Video Kiosks ? Future Trends – Noncashdispensing selfservice kiosk supporting interactive sessions with product experts and/or videoconferencing technology – By 2023, 25% of large banks and about 12% of midtier banks plan to offer these capabilities Some of these interactive sessions may not be via video, as some kiosks may only support audio Banks typically have reported aggressive kiosk deployment plans that have not been carried out As of late 1999, about 5% of large banks and less than 2% of midtier banks have these capabilities GartnerConsulting 169。 1999 Gartner Group, Inc. All rights reserved. Use external to Arizona Department of Revenue by terms of contract. Arizona Department of Revenue BRITS Phase I 020231470 Technology Trends Page 36 Computer Telephony ? Issues – CTI products are being offered by CTI vendors, ACD vendors, IVR vendors, CSS vendors, outdialing vendors, etc. Some CSS vendors are offering CTI modules, but these may be very limited, providing a small amount of the functionality required for even basic CTI (screen pops) – Work balancing not yet well understood by vendors Different live contact channels Integration of realtime live contacts with timedelayed asynchronous contacts such as GartnerConsulting 169。 1999 Gartner Group, Inc. All rights reserved. Use external to Arizona Department of Revenue by terms of contract. Arizona Department of Revenue BRITS Phase I 020231470 Technology Trends Page 40 Citizen Facing Web Portals ? Approaches to electrifying go