A prodigious amount of money has been spent worldwide on putting government services online, but the results so far have been hard to measure and often disappointing (see chart 2). Accenture, a consultancy that pioneered the business of selling technology services to government, has been publishing reports on the subject since 2000. The titles give a flavour of the industry's struggle to balance promise and performance. In 2001 it was "Rhetoric vs. Reality: Closing the Gap", followed by "Realising the Vision" in 2002 and "Engaging the Customer" in 2003.
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