July 18, 2005

Maximizing Adoption Of Government eService

The Netherlands' UWV Finds Success With Q-go Web Self-Service

by John Ragsdale

with Gene Leganza, Jessica Harrington

Executive Summary (This is a document excerpt)

Achieving customer adoption for new eService initiatives is critical for projects to achieve ROI through call deflection, and government agencies have the same challenges as private enterprises in migrating customers to less expensive nonphone channels. The UWV, the Institution of Employee Insurance in the Netherlands, says the secret to rapid adoption involves people, processes, and technology: Change to a customer-focused culture, streamline processes across government agencies, and implement best-of-breed eService technology that is both easy to use and highly effective in answering customer questions.

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